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Re: How many suppliers does your IT organization use?

MaryRasmussen

@Chuck – Any idea of the impact on service quality for organizations in these multi-vendor environments? I imagine there are different SLAs for different vendors and different escalation paths that besides being difficult to manage, could also impact customer expectations due to the inconsistencies. Must be challenging.

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About the Author

MaryRasmussen

Mary (@maryrasmussen_) is the worldwide product marketing manager for HPE Software Education. She has 20+ years of product marketing, product management, and channel/alliances experience. Mary joined HP in 2010 from an early-stage SaaS company providing hosted messaging and mobility services. Mary has a BS in Computer Science and a MBA in Marketing.

Comments
ScottKnox

Great Stuff Chuck. 

 

To quote the line in My cousin Vinny  That is a  lucid, intelligent, well thought out objection  -- to IT business as usual. 

 

The content in this post is solid and the video and white paper contain solid insights for customers. 

 

One thing I will add is that customers should not assume a Multi-supplier Service Integration (MSI) solution is only for the biggest enterprise businesses. We are seeing customers of all sizes and shapes considering such external  service delivery as foundational to IT success and wondering how to ensure success of the delivery. 

 

Thanx for putting this out. 

 

Scott

Senior Product Manager

IT Service Management

chuck_darst

Scott, Thanks for the comment. Well said. I was asked to present this topic to set of classic service desk folks of various sized orgs a few months ago. Not top level management or procurement or contract management people, and I was wondering what they would think. By the heads nodding and the comments afterwards, service desk people are feeling the associated pains today. 

 

After years of consolidation and rooting out non-sanctioned IT, the forces of entropy are back at work. Bring your own device and use your own app moves to secure your own infrastructure (via Amazon or whomever) and procure your own (departmental) app and so-on and so-forth.

 

Chuck

MaryRasmussen

@Chuck – Any idea of the impact on service quality for organizations in these multi-vendor environments? I imagine there are different SLAs for different vendors and different escalation paths that besides being difficult to manage, could also impact customer expectations due to the inconsistencies. Must be challenging.

michael_pott

Chuck,

 

this is a great post. While the  cloud comes with a lot of opportunities for automation - it has never been easier to to buy and use software/apps from the cloud - it raises a couple of challenges at the same. The business and users of IT more than ever before rely on clear and effective service processes which need to integrate and work across suppliers.

 

I am sure we will see more of this sort of discussion in the future.

 

Michael

chuck_darst

Mary, Michael,

 

Thanks for the comments. Thinking of Mary and SLA's, part of MSI/SIAM "best practice" recommendations is to have a framework for providing some consistency across process areas (and contracts). It is interesting how this links up with the overall catalog topic - knowing such things before taking a service on. I remember having this conversation with David Cannon a couple of years ago. Doesn't mean that all suppliers need or should have similar agreements, let alone processes, but that this needs to be done thoughtfully. All part of the HP professional services SIAM dialog.

 

And Michael, I submit that there is a tops down dimension and then a bottoms up. Orchestrating SLAs and processes is part of the tops down. Automation is clearly a key enabling technology from the bottoms up. I agree with your comments about never being easier to buy cloud (or SaaS) based services. This makes it easier to bring on more external suppliers and raises expectations on internal services and the rise of the private cloud. Another key enabler - asset management particularly wrt software asset management entitlements and also chargeback/showback. Need to understand how much it really costs to deliver a service.

 

Chuck

chuck_darst

I just came across a reference to an interesting HP blog post that talks about some of the same issues and challenges wrt governance, procurement, and integration - specifically from a cloud sourcing perspective.

 

http://h30507.www3.hp.com/t5/Cloud-Source-Blog/Respond-to-Shadow-IT-source-services-from-external-providers/ba-p/141717

 

This is a nice complement to this overall discussion topic. I was thinking of the Shadow IT as part of my original post. I posted a comment to this blog asking about the author's views on MSI/SIAM alignment. Arguably a leading question.

 

Chuck

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