New SIA Greece Do Not KEEP CALM and Beware Of The ServiceMay 30th 2019, Athens

Mastrogiannis Panagiotis

© SIA

About SIA

1

Serves clients in more than 50 countries

European leader in the areas of payments, cards, network services and capital markets

Founded in July 1977

Around 3,500 Group employees

Revenues: €567.2m(in 2017)

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About SIA

2

Our Values

Our MISSION

Provide the best platforms to process all kinds of payments of institutions, people, corporates.

Our VISION

Everyone will be able to use their own money anytime, anywhere, simply and securely.

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Our Clients(2017)

33

Public Sector

Capital Markets

CorporatesFinancial Institutions

Central Institutions

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Single-Platform Cards Processing Services

44

• Integrated multi-country multi-currency proprietary technology platform

• Highly scalable, reliable and efficient platform

• More than 700 value-added services and products

Issuer Acquirer

Bank statement

Processor acquirer

Processor issuer

Terminalhandling

Bank statement

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SIAnet Secure Messaging

55

• One single access to main banking and financial institutions• Exchange of critical data related to payment, card, trading and post trading transactions• Security, data-consistency, privacy, and confidentiality • End-to-end managed network with highest standards of reliability, performance and service continuity

SettlementSecurities

TradingVenues

CENTRAL

BANK

ClearingHouses

Central Banks

Subsidiaries

Branches

Public SectorMerchants Corporates

Bank

Gbpsbandwidth availability

318

Serviceavailability 100%

Kmof network

174,000

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SIA: at the Heart of Digital Payments

66

POS

FINANCIAL TRANSACTIONS

CREDIT TRANSFERS

CLEARING SERVICES

ATM

CREDIT CARDS

COLLECTIONS

SWITCH SERVICES

MOBILE PAYMENT

PROXIMITY PAYMENT

COUPONING

MOBILE TICKETING

E-COMMERCE

1. Defining Service2. First Things First3. Provide Value

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SIA: at the Heart of Digital Payments

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Defining Service (ITIL – CMMI – ISO)

Definition: service

A means of enabling value co-creation by facilitating outcomes that

customers want to achieve, without the customer having to manage

specific costs and risks

• Co-creation; not a mono-directional, distant relationship. Active collaboration between providers and consumers of service and with other relevant organizations

• Specific; the customer receives a “black box” service and manages the costs and risks of the consumption of service. The provider manages detailed costs and risks “within the box” such as those with technical infrastructure

Definition: outcome

A result for a stakeholder enabled by one or more outputs

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Defining Service Value (ITIL – CMMI – ISO)

Definition: value

The perceived benefits, usefulness and importance of something

• Requires an understanding of:• The nature of value

• The nature and scope of the stakeholders involved

• How value creation is enabled through services

• Provided by outcomes for the supported business, not just output from the tools and technology

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Services TODAY

• Lack of End User Experience

• Service Performance

• Service Capacity

• 97.99% uptime might be quite high for Infrastructure but might be extremely bad for the customer

Well Defined,

Well Supported

BUT

• ITIL - The objective of ITIL Service Operation is to make sure that IT services are delivered effectively and efficiently

• ISO 20000 specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil service requirements.

• CMMI is a process improvement model that consists of the best practices applied in the development of software, derived from the industry.

Managing Services

Main Standards

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Service Standards TODAY

ITIL vs ISO 20000 ITIL vs CMMI

The major difference is that ISO provides “must do” guidelines while ITIL provides a ”best practice” framework.

Note that ITIL Best practices can be implemented to fit the ISO 20000 guidelines.

CMMI is geared specifically to software development organizations and focuses on “continuous improvement”, whereas ITIL addresses IT operations issues such as security, change and configuration management, capacity planning, troubleshooting, and service desk functions.

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About SIA

I want a 24/7 website

I can provide with the list or precautions measures and also server logs

Our Servers are 24/7 we took all precautions

ServiceOffering

Service LineCustomer

1. Defining Service2. First Things First3. Provide Value

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Service Catalogue “Top – Down” Approach

Define Services

List Them in a Catalogue

Understand the Processes Involved to accomplish the

goal of each request

Put them in a Flow using IT Service

Automation

Apply Utilization of Flow to the Teams

Involved

Allow Users to Make a Self Service

Request

Ensure Visible Updated on Status

of enquiries

Happy End User, Smooth Running

Process

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Use A Tool/Platform

Mobile

ResourceMgt

Security

Patch Mgt

Discovery

IT Cost

Asset

EventMgt

Collaboration

PlanningGovernance

Vendor

Support

Reporting

Deploy

SDLC

CMDBBusiness

intelligence

Backup

Server Monitorin

g

Network Monitorin

g

Application

MonitoringAuthenticat

ion

Service Providers Line-of-Business

CMDB ChangeProblemRelease Incident Service CatalogPass Reset Work HR CaseAsset

SERVICE MANAGEMENT

OPERATIONS MANAGEMENT

Config Automation

OrchestrationDiscovery Cloud Provisioning

APPLICATION DEVELOPMENT

SDLC Custom Apps ‘Citizen’Creators

ProfessionalCreators

Project & PortfolioCostVendor Performance

Governance Analytics

BUSINESS MANAGEMENT

ENTERPRISE SERVICE MODEL

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Service Management Begins With CMDB

• Having a CMDB it is easy to create the Rest of the Operational Framework for Service Management as described in ITIL.

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About SIA

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Build Service Using Elements

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Build Service Using Elements in SIA Greece

1. Defining Service2. First Things First3. Provide Value

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Value Streams

Demand: consumers needs

packages in time to do their job

Value: consumer gets packages in

time to do their job

Plan –

how

delivery

service

will work

Engage –

with all

parties

Obtain

/build the

resources

needed to

deliver

Deliver &

support –

deliver

the

packages

on time

Design &

transition

– put the

service

together

and test

Improve –

regularly

review

Within each part of the service value stream, there will be a number of activities performed

by different stakeholders. These are the practices as value streams

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Follow Rules

Rule 4

Nothing is worth doing that does not provide demonstrable value

Rule 3

Think; “who would benefit in what way from this thing that we are considering”

Rule 2

It is the customer who determines what is of value to them, not the service provider. This principle encompasses many perspectives, including customer and user experience (CX & UX)

Rule 1

Everything the service provider needs to map, directly or indirectly, is the value for the customer and/or the organization. This is one of the most fundamental principles of ITIL and ITSM.

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Lessons Learnt

Roles

• Although necessary, roles without the proper operational procedures and common backgrounds can be Siloing instead of breaking silos

Processes

• Processes in conjunction with roles can be a solution but the process must be implemented in such a way to accommodate roles, inputs, outputs as well as the interactions within them. Without the interactions processes cannot break the silos

Common Definitions

• Through the use of a common vocabulary, understanding of the assets and risks, a unique service is redefined and a unified perspective is established

Standard

• Following a standard or proving it with proper certification

• Common terms: CMDB, SLA, CI, OLA have to be part of a unified perspective

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Provide Value Using Tools

Transform from IT Service Management to Enterprise Service Management

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Provide Value Using Tools in SIA Greece

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Provide Value Using Tools in SIA Greece

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Provide Value Using Tools in SIA Greece

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You Can KEEP CALM Now – Last SLIDE ☺

Greater service Quality / SLAs

Drive Secure

Reduce fails = Increase Availability

Control your IT = control your brand

Attract New Customers

Increase customer Satisfaction

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www.tifrutta.itjiffy.sia.eu

Panagiotis.Mastrogiannis@sia.eu

"We are what we repeatedly do; excellence, then, is not an act but a habit”.

Aristotle