Governance & Management of Digital Services

SECTION 0 INTRODUCTION 10
1. THE NEED FOR GOVERNANCE & MANAGEMENT OF DIGITAL SERVICES 12
2. AIM OF THIS BOOK 14
3. READING GUIDE 15
3.1. STRUCTURE 15
3.2. BOXES 15
3.3. ANSWERS TO FAQS 16

SECTION I WHAT IS GOVERNANCE & MANAGEMENT OF DIGITAL SERVICES? 20
4. WHAT ARE SERVICES? 22
5. WHAT ARE DIGITAL SERVICES? 23
6. WHAT IS THE SPHERE OF ACTION OF DIGITAL SERVICES? 24
7. WHAT IS GOVERNANCE & MANAGEMENT? 26
7.1. GOVERNING 28
7.2. ORCHESTRATING 30
7.3. INTEGRATING 31
7.4. GOVERNANCE & MANAGEMENT MODEL 32
8. WHAT IS SIAM? 33
8.1. DIFFERENCES AND SIMILARITIES BETWEEN SIAM AND GOVERNANCE & MANAGEMENT 36
9. WHAT IS A TARGET OPERATING MODEL (TOM)? 37
10. THE EVOLUTION OF GOVERNANCE & MANAGEMENT 40
11. RELATIONSHIP TO OTHER DEVELOPMENTS IN THE ECOSYSTEM 41
11.1. SOURCING 41
11.2. CLOUD 45
11.3. OFFSHORING AND NEARSHORING 50
11.4. TECHNOLOGY 52
11.5. AGILE AND DEVOPS WAYS OF WORKING 52
11.6. IT FRAMEWORKS 54

SECTION II DESIGNING AND IMPLEMENTING GOVERNANCE & MANAGEMENT 61
12. GENERIC APPROACH 63
13. GENERIC TARGET OPERATING MODELS 66
14. DETERMINE POSITIONING 73
14.1. AIM OF DETERMINING POSITIONING 73
14.2. METHODS TO DETERMINE POSITIONING 74
14.3. GENERIC ASPECTS OF DETERMINING POSITIONING 76
15. FORM VISION 81
15.1. GOALS 81
15.2. PRINCIPLES, NORMS AND BELIEFS 83
15.3. DRAFT ORGANIZATIONAL STRUCTURE 86
15.4. HIGH-LEVEL IMPLEMENTATION APPROACH 89
16. TOM: DETAILED DESIGN 90
16.1. PROCESSES AND KPIS 90
16.2. ROLES, RESPONSIBILITIES AND COMPETENCIES 92
16.3. ORGANIZATIONAL AND MEETING STRUCTURES 99
16.4. AUTOMATION 116
16.5. DESIGNING A TOM FOR SPECIFIC SITUATIONS 118
17. IMPLEMENTING GOVERNANCE & MANAGEMENT 127
17.1. THE BASIS 127
17.2. DO’S WHEN IMPLEMENTING GOVERNANCE & MANAGEMENT 135

SECTION III GOVERNANCE & MANAGEMENT IN PRACTICE 143
18. SERVICE MAP, SOURCING MAP AND THEIR RELATED ROADMAPS 145
18.1. SERVICE MAP AND SERVICE ROADMAP 145
18.2. SOURCING MAP AND SOURCING ROADMAP 150
19. COLLABORATION AND RESISTANCE IN THE ECOSYSTEM 151
19.1. FORMS OF COLLABORATION 151
19.2. COLLABORATION MODEL 152
19.3. THE EIGHT ASPECTS 154
19.4. THE FOUR QUADRANTS 156
19.5. USING THE ASSESSMENT MODEL 158
20. BUSINESS MEDIATION WHEN THINGS DO NOT GO WELL BETWEEN CUSTOMER AND SUPPLIER 160
20.1. POOR PERFORMANCE OR RELATIONSHIP 161
20.2. RESOLVING THE CONFLICT YOURSELF 163
20.3. BRINGING IN A MEDIATOR 163
20.4. THE MEDIATION PROCESS 164
20.5. CONDITIONS FOR SUCCESSFUL MEDIATION 168

21. END-TO-END SERVICE INTEGRATION 168
21.1. KEY PERFORMANCE INDICATORS (KPIS) 171
21.2. SERVICE CATALOG (SC) 179
21.3. SERVICE LEVEL AGREEMENT (SLA) 186
21.4. DOCUMENT OF OPERATING PROCEDURES (DOP)) 188
21.5. DOCUMENT OF FINANCIAL AGREEMENTS (DFA) 190
21.6. OPERATIONAL LEVEL AGREEMENT (OLA) 196
22. MONITORING THE BALANCE BETWEEN RUN AND CHANGE 200
23. CLOUD FINANCIAL MANAGEMENT 202

SECTION IV THE FUTURE OF GOVERNANCE & MANAGEMENT 208
24. WHAT ARE THE MOST IMPORTANT DEVELOPMENTS? 210
25. WHAT WILL BE THE LIKELY CONSEQUENCES? 211

SECTION V ANNEXES 214
I. GLOSSARY OF TERMS AND ABBREVIATIONS 216

II. REFERENCES 220

III. DEMAND SUPPLY GOVERNANCE FRAMEWORK (DSGF) 223
A. WHAT IS THE DSGF? 223
B. DESCRIPTION OF DELIVERY FLOWS IN THE DSGF 224
C. DESCRIPTION OF THE FOCUS AREAS OF THE DSGF 226

IV. GOVERNANCE & MANAGEMENT ROLES: RESPONSIBILITIES AND COMPETENCIES 233
A. IT LEADERSHIP 233
B. RISK, SECURITY & COMPLIANCE 233
C. ENTERPRISE ARCHITECTURE 234
D. PORTFOLIO MANAGEMENT 235
E. BUSINESS INFORMATION MANAGEMENT 236
F. SOURCING MANAGEMENT 237
G. CONTRACT MANAGEMENT 238
H. SERVICE MANAGEMENT 239
I. BUSINESS PROCESS ADVICE 240
J. BUSINESS TRANSITION MANAGEMENT 241
K. DELIVERY MANAGEMENT 242

V. EXAMPLES OF GOVERNANCE & MANAGEMENT PROCESSES 244

VI. STANDARD MEETING STRUCTURE 250

AFTERWORD 258
ABOUT THE AUTHOR 261