Operations

Our Operations practice will help you devise, execute and optimise IT strategies and plans that align to your current need. We are specialists in IT Infrastructure, IT Operations and Service Integration & Management solutions.

Operations and Managed Service Practice

Our Operations and Managed Service Practice helps you devise, implement, and optimise your enterprise architecture and technology and help you be more strategic in the execution of enterprise service management and operations.

Australian Sentinel focuses on your successful business transformation and operations while maintaining a technology agnostic and independent perspective. Our partnerships complement this with global distributors, solution providers and software vendors, and our teams of technical experts.

Service Integration and Management

The Service Integration and Management team identifies and drives opportunity for clients to be more strategic in execution. We help our clients with Service Development Strategy and Design, Service Modelling, ITSM/ITOM Toolset Integration, Service Transformation and more.

We have experience and technical expertise in the leading ITSM/ITOM platforms as well as multiple emerging providers.

Products

Business Case development and ROI Analysis
Requirements Management
Business Architecture
Information Systems Architecture (inc App & Data)
Technology Architecture
Managed Service Provider transition
ITSM/ITOM Solutions
Transformation and Implementation
Service Modelling Framework Policy
Service Taxonomy Policy
CI Classes and Attributes
Foundation data load (Service CI Data, Product CI Data, Infrastructure CI Data)
CMDB Data Management
Service Management
ITSM/ITOM toolset integration (ServiceNow, BMC, Ivanti, Micro Focus)
ITSM/ITOM Maturity Roadmap

Service Integration and Management (SIAM)

n the rapidly evolving realm of IT, Service Integration and Management (SIAM) has emerged as a strategic methodology to effectively navigate the complexities of modern technology ecosystems. SIAM provides organisations with a structured approach to seamlessly orchestrate and optimise their diverse array of IT services. By fostering collaboration among various service providers, both internal and external, SIAM ensures cohesive service delivery, streamlined operations, and the ability to adapt to the ever-changing IT landscape. With SIAM, businesses can harness the power of integrated services, enhance efficiency, and provide exceptional IT experiences to meet the demands of today’s digital landscape.

Reasons/drivers why organisations are adopting SIAM:

Executive and business pressure to evolve and innovate
Do more with Less, ROI, wastage, scale
Improve Service/Supplier Integration, Performance, Availability and Durability
Compelling events such as business transformations, in/outsourcing, M&A, etc.
Complex Ecosystem Management
Digital Transformation Needs
Operational Efficiency Enhancement
Customer Experience Improvement
Agility for Changing Demands
Vendor Consolidation Goals
Assurance of Service Levels
Emphasis on Continuous Improvement
Risk Mitigation and
Centralised Governance Implementation.

Challenges organisations face when pursuing backing/support for SIAM implementation:

Demonstrating Tangible Benefits
Aligning with Strategic Goals
ROI Clarity
Communicating Value Proposition
Overcoming Resistance to Change
Funding Constraints
Senior Management Awareness
Risk Mitigation Strategy
Adoption Planning and
Measuring Success.

Australian Sentinel plays a pivotal role in assisting organisations in developing a robust Service Integration and Management (SIAM) model. By leveraging our expertise, Australian Sentinel empowers businesses to enhance their productivity, achieve stringent Service Level Agreements (SLAs), and effectively minimise disruptions. With our comprehensive approach, Australian Sentinel collaborates with organisations to design and implement a tailored SIAM framework that optimises the coordination of various service providers. This model streamlines operations, fosters seamless communication, and ensures a synchronised approach to service delivery. As a result, businesses can navigate complex ecosystems with agility, ensuring higher operational efficiency, customer satisfaction, and overall success.

Our advisory practice employs tailored, efficient and fast-tracked approaches to provide expertise, intellectual property, and pragmatic guidance for enhancing benefits realisation, project delivery efficiency, Enterprise Service Management, and IT Operations proficiency. Our Enterprise Service Management & Integration Advisory products suite identifies and guides clients toward strategic service execution. Through cost-effective, accelerated, and appropriately scaled methodologies, we offer specialised insights, impartial viewpoints, and reliable recommendations that yield measurable outcomes.

Standard SIAM | ESM Products:

Business Case Development
Current State Analysis, Health Checks & Assurance
Risk Assessment and Gap Analysis
IT Strategy, TCO and ROI
Functional & Non-Functional Requirements
Process Mapping; New Services and Functions strategy and transition
IT Operating Models; end-to-end Service Modelling
Service/Supplier Integration and Technology Benefits Realisation
Maturity models; Best Practice Framework, Process & Capability
Outsourcing and Supplier Optimisation
Project Financial Optimisation
Coaching, Mentoring, Training
Recruitment / Candidate Selection support
Organisational Change and realignment; Stakeholder Management
Implementation Planning and Service Improvement
Toolset Integration.

ITSM Service Modelling - Strategy | Model | Design | Integrate & Transform | Support

Service Modelling is the structured process of creating visual or conceptual representations that depict the interrelationships and interactions among various components, processes, applications, and resources within an IT service. The aim is to provide a comprehensive and clear understanding of how these elements collaborate to deliver specific services, enabling organisations to optimise service design, delivery, and management. Service Modelling supports effective decision-making, proactive issue identification, and improved resource allocation, ultimately enhancing the quality and efficiency of IT services in alignment with business goals.

Our Service Modelling practice employs an efficient, structured and standardised approach to identifying and mapping the Service Model data from the catalogue request items through to the technology that drives improved use of the CMDB delivering increased levels of automation and integration.

Implementing a robust data & taxonomy foundation delivers ongoing benefits:

Expedited initial-level ticket logging with enhanced data quality
Heightened effectiveness in searching for knowledge at the initial level (increasing First-Time Fix rate)
Automated ticket routing
Enhanced trend reporting for both Incidents and Service Requests
Comprehensive insight into IT support capabilities
Improved efficiency within Problem Management processes
Decreased time and risk associated with Change approvals
Facilitation of Service Level Management
Swift creation of a Service Catalogue and Request Items
Focus on service-oriented reporting
Improved integration between the CMDB and operational workflows
Diminished administrative overhead in maintaining underlying data and the CMDB
Enhanced identification of root-cause technology for IT issues
Alignment with the IT Service Lifecycle.

Standard ITSM Service Modelling Products:

Service Modelling Framework Policy
Service Taxonomy Policy
CI Classes and Attributes Definition
Service Mapping
Advisory on Service Model Framework implementation and operationalisation
Service Delivery and Support Catalogue
CMDB Data Management Policy
Advisory on CMDB governance
IT Service Management Process Design
ITSM Maturity Roadmap