The team were required across a narrow timeframe of an initial six-month phase period to deliver the service. Once the workshop and definition phases were complete, there was also an identified need to develop and vary the service requirements in alignment with the evolving programme. In addition, the budget for the programme was tight due to the pressures across Government, and senior stakeholders within the Ministry of Justice questioning as to whether the programme would deliver. There were growing pressures from within the MoJ and from large suppliers who had been established for years as SIAM Tower providers.

In response to the request, Modis* collaborated with the MoJ Practice Leads to build the requirement for expert support and consultancy as part of the MoJ’s SIAM programme. We* proposed to deliver a core team of SIAM Subject Matter Experts (SMEs) that could respond flexibly and efficiently to identified milestones and deliverables. The SIAM SMEs were to act as a Centre of Excellence upskilling Civil Servants in the SIAM Service Tower Model. We put a clear process in place to raise change requests as the programme developed, enabling the SME consultants and MoJ stakeholders to clearly identify and engage proactively with evolving service demands.

We decided not to restrict the SIAM SMEs to single capacities, and instead gave them the autonomy to own multiple capabilities. The service was defined by the project milestones encompassed within the Statement of Work, with a joint approach and requisite reporting mutually agreed between MoJ and Modis. These milestones and deliverables included (but not exclusively):

• Provision of weekly status reports and completion of weekly Readiness Reviews
• Assisting the Authority in preparation for the Pre-Go/No Go Decision prior to transition of services back into the Authority
• Provide Hyper Care Support for a total of one month after Service transition
• Updating all Capability process documentation
• Defining and ongoing maturity plan for each capability
• Coaching and mentoring of Civil Servants
• Defining ITSM (IT service management) Tooling requirements for each Capability, including:
  • Knowledge & Risk Management
  • Availability, Capacity & Demand Management
  • Problem, CSI, Event, Incident & Major Incident Management
  • Tooling & System integration
  • Service request Management
  • Service management
  • Service, Asset and Configuration Management
  • Change, Release & Service Transition Management
  • Service, Technical, TDA, Business, Service Design Architecture

The SIAM Subject Matter Experts team defined the ITSM Tooling requirements and principle documents for each Capability. The team coached and mentored the Ministry of Justice Civil Servants through to transition, successfully building partnerships with outgoing suppliers, and arranging knowledge sharing, training and support during handover. The team became a true Centre of Excellence across the MoJ, delivering the transition to time and under budget due to the SMEs taking on multiple capabilities. MoJ have asked us* to keep on the SIAM SME on for a further 6 months to upskill other areas of the department.

*Modis, with Badenoch + Clark form part of The Adecco Group