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