[001] This disclosure relates generally to information technology service management (ITSM) systems, and more particularly to method and system for integrating ticket data and digital SIAM (Service Integration and Management) governance for ITSM systems.
Background
[002] In the age of digitalization, most enterprises have adopted a multi-supplier model that consumes specific services from specialist suppliers. Each supplier may provide services through unique applications and may manage the applications using customized Information Technology Service Management (ITSM) systems. Unification of records from various ITSM systems is challenging and may in turn, lead to ineffective governance. Also, processes for suppliers may be unique. Absence of a common reference ITSM process framework leads to inconsistent and disintegrated operations. The suppliers provide reports on service levels, uptime, and downtime based on data received from the associated ITSM systems. Often, the data may be in a heterogeneous form, requiring considerable efforts from service managers and vendor management officers in the enterprise to consolidate, process, and make the data uniform for reporting service levels, calculating service credits, and penalties against each supplier.
[003] Another challenge for an enterprise is contract management of individual suppliers when engaging with the suppliers for a service, without losing focus on business goals and objectives. Despite establishing vendor management offices or SIAM practices by an enterprise, ability of the enterprise to govern and ensure seamless service delivery is limited due to lack of proper tools and mechanisms in place, requiring a next-generation solution that may ensure effective modern digital governance for measurement and service delivery.
[004] Services consumed by enterprises often include microservices that may be provided by different suppliers. Each supplier may have unique Server-Level Agreements (SLAs) and contracts tailored to the corresponding service, leading to a misalignment of overall business goals or objectives with supplier contracts and SLAs for end-to-end service delivery. Further, in the present state of art, SIAM governance operatives must collect and process data from different sources and create consolidated service level reports, which is time-consuming, laborious, and prone to human error. Often, inadequate and inconsistent reports may be generated due to a lack of coordination and collaboration or a mismatch in structure of the data.
[005] Further, the SIAM operatives may work on multiple systems, communicating the same information through various and different means to ensure collaboration among different suppliers making management of service delivery tedious and time-consuming. In cases where two or more ITSM systems from suppliers are integrated, often, a limited exchange of data may create variation in records for the same incident, request, or change. Thus, enterprise service managers face a conundrum of multiple sources of truth. Further, the SIAM governance operatives may collect and process data from different sources and create consolidated service level reports, which may also be time-consuming, laborious, and prone to human error. Furthermore, often, inadequate and inconsistent reports may be generated due to a lack of coordination and collaboration or a mismatch in the structure of data. As the number of suppliers grow to fulfill or resolve a request or a ticket, the turnaround time increases, leading to longer overall Mean Time to Recovery/Mean Time to Restore (MTTR) and a lower Customer Satisfaction (CSAT).
[006] Therefore, there is a need in the present state of art for techniques for integrating ticket data and digital SIAM governance for ITSM systems and enabling digital governance features of tracking problem management actions, online governance meetings efficacy, decisions, and action items leading to an increased efficiency and transparency in the vendor management offices or SIAM practices of the enterprise.
SUMMARY
[007] In an embodiment, a method for integrating ticket data and digital Service Integration and management governance (SIAM) for Information Technology Service Management (ITSM) systems is disclosed. In one example, the method may include receiving ticket data of a service management process from a source ITSM system. The source ITSM system includes a plurality of tickets corresponding to each of a plurality of source ITSM processes. The method may further include normalizing the ticket data of the plurality of tickets corresponding to each of the plurality of source ITSM processes. The method may further include generating a normalized System of Record (SoR) based on the normalized ticket data. The method may further include orchestrating a list of process tasks for execution by one or more of a plurality of target ITSM systems based on a task orchestration algorithm. The source ITSM is configured to integrate with each of the plurality of target ITSM systems. The method may further include determining a plurality of normalized service levels for each of the source ITSM system and the plurality of target ITSM systems based on the normalized SoR. The method may further include initializing a set of actions, governance meetings, and schedules of the governance meetings between a source ITSM entity and each of a plurality of target ITSM entities. The source ITSM entity is associated with the source ITSM system and the plurality of target ITSM entities is associated with the plurality of target ITSM systems. The method may further include establishing digital governance to manage governance activities based on terms of a contract between the source ITSM entity and each of the plurality of target ITSM entities.
[008] In an embodiment, a system for integrating ticket data and digital SIAM governance for ITSM systems is disclosed. In one example, the system may include an SIAM control framework comprising a processor and a computer-readable medium communicatively coupled to the processor, wherein the computer-readable medium stores processor-executable instructions, which, on execution, may cause the processor to receive ticket data of a service management process from a source ITSM system. The source ITSM system includes a plurality of tickets corresponding to each of a plurality of source ITSM processes. The processor-executable instructions, on execution, may further cause the processor to normalize the ticket data of the plurality of tickets corresponding to each of the plurality of source ITSM processes. The processor-executable instructions, on execution, may further cause the processor to generate a normalized SoR based on the normalized ticket data. The processor-executable instructions, on execution, may further cause the processor to orchestrate a list of process tasks for execution by one or more of a plurality of target ITSM systems based on a task orchestration algorithm. The source ITSM is configured to integrate with each of the plurality of target ITSM systems. The processor-executable instructions, on execution, may further cause the processor to determine a plurality of normalized service levels for each of the source ITSM system and the plurality of target ITSM systems based on the normalized SoR. The processor-executable instructions, on execution, may further cause the processor to initialize a set of actions, governance meetings, and schedules of the governance meetings between a source ITSM entity and each of a plurality of target ITSM entities. The source ITSM entity is associated with the source ITSM system and the plurality of target ITSM entities is associated with the plurality of target ITSM systems. The processor-executable instructions, on execution, may further cause the processor to establish digital governance to manage governance activities based on terms of a contract between the source ITSM entity and each of the plurality of target ITSM entities.
[009] It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the invention, as claimed.
BRIEF DESCRIPTION OF THE DRAWINGS
[010] The accompanying drawings, which are incorporated in and constitute a part of this disclosure, illustrate exemplary embodiments and, together with the description, serve to explain the disclosed principles.
[011] FIG. 1 is a block diagram of an exemplary system for integrating ticket data and digital Service Integration and management (SIAM) governance for Information Technology Service Management (ITSM) systems, in accordance with some embodiments of the present disclosure.
[012] FIG. 2 is a functional block diagram of an exemplary system for integrating and normalizing ticket data, Service Level Agreements (SLAs), and digital SIAM governance for ITSM systems, in accordance with some embodiments of the present disclosure.
[013] FIG. 3 is a functional block diagram of an exemplary system for integrating ticket data for ITSM systems to obtain a normalized System of Record (SoR), in accordance with some embodiments of the present disclosure.
[014] FIG. 4 illustrates digital governance functionality, in accordance with some embodiments of the present disclosure.
[015] FIG. 5 illustrates an exemplary process for integrating ticket data and digital SIAM governance for ITSM systems, in accordance with some embodiments of the present disclosure.
[016] FIG. 6 is a block diagram of an exemplary computer system for implementing embodiments consistent with the present disclosure.

DETAILED DESCRIPTION
[017] Exemplary embodiments are described with reference to the accompanying drawings. Wherever convenient, the same reference numbers are used throughout the drawings to refer to the same or like parts. While examples and features of disclosed principles are described herein, modifications, adaptations, and other implementations are possible without departing from the spirit and scope of the disclosed embodiments. It is intended that the following detailed description be considered as exemplary only, with the true scope and spirit being indicated by the following claims. Additional illustrative embodiments are listed below.
[018] Referring now to FIG. 1, a block diagram of an exemplary system 100 for integrating ticket data and digital Service Integration and management (SIAM) governance for Information Technology Service Management (ITSM) systems is illustrated, in accordance with some embodiments of the present disclosure. The system 100 includes a SIAM control framework 102, in accordance with some embodiments of the present disclosure. The SIAM control framework 102 may be configured to build a governance and control function for SIAM service providers and customers that may govern a multi-supplier environment with a unique set of features and functionalities. The SIAM control framework 102 may further map process workflows across a plurality of customer and supplier systems, perform ticket lifecycle normalization and Service-level Agreement (SLA) normalizations, thereby, providing a single source of truth and a unified ticket flow across multiple supplier ecosystems. The SIAM control framework 102 may enable digitalized collaboration and coordination activities especially in case of major disruption of services, orchestrated ITSM processes, real-time reporting, efficient tracking of meetings and action items, and benchmarking of supplier performance. This is further explained in conjunction with FIG. 2.
[019] In some embodiments, the SIAM control framework 102 may include a processor 104 that is communicatively coupled to a computer-readable medium 106 (such as, a memory, which may be a non-volatile memory or a volatile memory). Examples of non-volatile memory, may include, but are not limited to a flash memory, a Read Only Memory (ROM), a Programmable ROM (PROM), Erasable PROM (EPROM), and Electrically EPROM (EEPROM) memory. Examples of volatile memory may include, but are not limited Dynamic Random Access Memory (DRAM), and Static Random-Access Memory (SRAM). Further, the computer-readable medium 106 may store instructions that, when executed by the processor 104, cause the processor 104 to integrate ticket data and digital SIAM governance for ITSM systems, in accordance with aspects of the present disclosure.
[020] The system 100 may further include a display 108. The system 100 may interact with a user via a user interface 110 accessible via the display 108. The system 100 may also include one or more external devices 112. In some embodiments, the SIAM control framework 102 may interact with the one or more external devices 112 over a communication network 114 for sending or receiving various data. The external devices 112 may include, but may not be limited to, a remote server, a digital device, a customer ITSM, a supplier ITSM, or another computing system. The communication network 114 may be a wired or a wireless network and the examples may include, but are not limited to the Internet, Wireless Local Area Network (WLAN), Wi-Fi, Long Term Evolution (LTE), Worldwide Interoperability for Microwave Access (WiMAX), Bluetooth, and General Packet Radio Service (GPRS).
[021] As will be appreciated by one skilled in the art, a variety of processes may be employed for integrating ticket data and digital SIAM governance for ITSM systems. For example, the exemplary system 100 and the associated SIAM control framework 102 may integrate ticket data and digital SIAM governance for ITSM systems by the processes discussed herein. In particular, as will be appreciated by those of ordinary skill in the art, control logic and/or automated routines for performing the techniques and steps described herein may be implemented by the system 100 and the associated SIAM control framework 102 either by hardware, software, or combinations of hardware and software. For example, suitable code may be accessed and executed by the one or more processors on the system 100 to perform some or all of the techniques described herein. Similarly, application specific integrated circuits (ASICs) configured to perform some or all of the processes described herein may be included in the one or more processors on the system 100.
[022] Referring now to FIG. 2, a functional block diagram of an exemplary system 200 depicting a SIAM Control Framework 202 for integrating and normalizing ticket data, SLAs, and digital SIAM governance for ITSM systems is illustrated, in accordance with some embodiments. The system 200 may include the SIAM control framework 202, a source ITSM system and a plurality of target ITSM systems. The source ITSM system may be one of a customer ITSM system 204 or a one of a plurality of supplier ITSM systems (for example, a supplier ITSM system 206A, a supplier ITSM system 206B, …, a supplier ITSM system 206N). A target ITSM system may be the customer ITSM system 204 when the source ITSM system is a supplier ITSM system from the supplier ITSM systems 206A-N. A target ITSM system may be a supplier ITSM system from the supplier ITSM systems 206A-N when the source ITSM system is one of the customer ITSM system 204 or a supplier ITSM system from the supplier ITSM systems 206A-N.
[023] The SIAM control framework 202 may include modules for ticket normalization, SLA normalization, and digital governance. In an embodiment, the SIAM control framework 202 may be configured to receive ticket data of a service management process from a source ITSM system. The source ITSM system may include a plurality of tickets corresponding to each of a plurality of source ITSM processes. Further, the SIAM control framework 202 may normalize the ticket data of the plurality of tickets corresponding to each of the plurality of source ITSM processes. As an example, the source ITSM system and each of the plurality of target ITSM systems may implement a unique service management process. Further, the SIAM control framework 202 may normalize the unique service management process based on inbuilt SIAM processes.
[024] The SIAM control framework 202 may further generate a normalized System of Record (SoR) based on the normalized ticket data. This is further explained in conjunction with FIG. 3. Further, the SIAM control framework 202 may orchestrate a list of process tasks for execution by one or more of a plurality of target ITSM systems based on a task orchestration algorithm. The source ITSM may be configured to integrate with each of the plurality of target ITSM systems. Further, the SIAM control framework 202 may determine a plurality of normalized service levels for each of the source ITSM system and the plurality of target ITSM systems based on the normalized SoR.
[025] Further, the SIAM control framework 202 may initialize a set of actions, governance meetings, and schedules of the governance meetings between a source ITSM entity (for example, a customer) and each of a plurality of target ITSM entities (for example, suppliers). The source ITSM entity may be associated with the source ITSM system and the plurality of target ITSM entities may be associated with the plurality of target ITSM systems. Further, the SIAM control framework 202 may establish digital governance to manage governance activities based on terms of a contract between the source ITSM entity and each of the plurality of target ITSM entities. This is further explained in conjunction with FIG. 4.
[026] It should be noted that all such aforementioned modules within the SIAM control framework 202 may be represented as a single module or a combination of different modules. Further, as will be appreciated by those skilled in the art, each of the modules within the SIAM control framework 202 may reside, in whole or in parts, on one device or multiple devices in communication with each other. In some embodiments, each of the modules within the SIAM control framework 202 may be implemented as dedicated hardware circuit comprising custom application-specific integrated circuit (ASIC) or gate arrays, off-the-shelf semiconductors such as logic chips, transistors, or other discrete components. Each of the modules within the SIAM control framework 202 may also be implemented in a programmable hardware device such as a field programmable gate array (FPGA), programmable array logic, programmable logic device, and so forth. Alternatively, each of the modules within the SIAM control framework 202 may be implemented in software for execution by various types of processors (e.g., processor 104). An identified module of executable code may, for instance, include one or more physical or logical blocks of computer instructions, which may, for instance, be organized as an object, procedure, function, or other construct. Nevertheless, the executables of an identified module or component need not be physically located together, but may include disparate instructions stored in different locations which, when joined logically together, include the module and achieve the stated purpose of the module. Indeed, a module of executable code could be a single instruction, or many instructions, and may even be distributed over several different code segments, among different applications, and across several memory devices.
[027] Referring now to FIG. 3, a functional block diagram for integrating ticket data for ITSM systems to obtain a normalized SoR 302 is illustrated, in accordance with some embodiments of the present disclosure. As mentioned earlier, upon normalizing the ticket data of the plurality of tickets corresponding to each of the plurality of source ITSM processes, the SIAM control framework 202 may generate a normalized SoR based on the normalized ticket data. The ticket data may include fields, status, and timestamp.
[028] By way of an example, whenever a ticket status (for example, a customer ticket status 304A or a supplier ticket status 306A) changes either in a customer ITSM system 304 or in a supplier ITSM system 306, an action in the SIAM control framework 202 may be triggered which then performs the normalization of ticket data and creates a single SoR that may be easily understood by each of the customer and suppliers. Once the normalized SoR is updated, the changes may be replicated in the respective ITSM systems. It may be noted that along with the ticket data, the SLAs may also be normalized from the customer and supplier ITSM systems thereby, creating a single source of truth for SLA reporting.
[029] The SIAM control framework 202 focuses on the integration of suppliers and the associated ITSM systems with an emphasis on placing controls and effectively optimizing service lifecycle. The SIAM control framework 202 may implement a control mechanism by normalizing ticket data coming from the discrete ITSM system integrated with it. Thus, creating a single SoR acting as a source of truth for each of the customer and suppliers.
[030] The SIAM control framework 202 may facilitate the provision of digital service delivery and management of major disruptions of services in a standard and controlled manner by orchestrating coordination, communication, and tracking of key activities. The SIAM control framework 202 may generate normalized SLAs, thus, making service level metrics universally acceptable to the customer and suppliers through unified data definition, status mapping, and amalgamation of SLA measurement and governance mechanisms.
[031] Referring now to FIG. 4, digital governance functionality 400 is illustrated, in accordance with some embodiments of the present disclosure. The digital governance functionality 400 may be implemented by the SIAM control framework 102 of the system 100. The digital governance functionality 400 may include governance meeting definition 402, and schedule definition 404A. Further, the digital governance functionality 400 may include and schedule entries 404B). Additionally, the digital governance functionality 400 may include providing a holistic view by tracking action items 408 from past and ongoing meetings.
[032] Further, the digital governance functionality 400 may include tracking metrics 412 associated with a company 410 including SLA definition 414, SLAs 416, KPIs 418, reports 420, feedback 422, and configuration item 424 and identifying the action items 408 for the company 410 based on the data. The governance meetings 406A with the suppliers that gauge the service performance also result in few action items. The digital governance functionality 400 may include enabling a SIAM operate to define an action owner, responsible supplier, and a target date via a governance calendar 406B for the action items 408. Further, the digital governance functionality 400 may include enabling the company 410 to manage awards, penalties, service credits, and contracts 426 by creating and working on the associated action items 408.
[033] Further, the digital governance functionality 400 may include governing services provided by different suppliers. It may be noted that consolidated, accurate, and real-time reports based on normalized data received from a universally accepted single source of truth may be required for contract management, SLA management, and negotiations of service credits by vendor management personnel or executives at CXO level. Further, the digital governance functionality 400 may include benchmarking performance of suppliers related to the corresponding services through normalization of ITSM ticket lifecycle and normalized SLAs. Overall, the SIAM control framework 202 may provide a progressive experience of advanced governance with an SLA/OLA framework for end-to-end measurement.
[034] Referring now to FIG. 5, an exemplary process 500 for integrating ticket data and digital SIAM governance for ITSM systems is illustrated, in accordance with some embodiments of the present disclosure. The process 500 may be implemented by the SIAM control framework 102 of the system 100. The process 500 includes receiving ticket data of a service management process from a source ITSM system, at step 502. The source ITSM system may include a plurality of tickets corresponding to each of a plurality of source ITSM processes.
[035] Further, the process 500 may include normalizing the ticket data of the plurality of tickets corresponding to each of the plurality of source ITSM processes, at step 504. Further, the process 500 may include generating a normalized SoR based on the normalized ticket data, at step 506. Further, the process 500 may include orchestrating a list of process tasks for execution by one or more of a plurality of target ITSM systems based on a task orchestration algorithm, at step 508. The source ITSM may be configured to integrate with each of the plurality of target ITSM systems. Further, the process 500 may include determining a plurality of normalized service levels for each of the source ITSM system and the plurality of target ITSM systems based on the normalized SoR, at step 510.
[036] Further, the process 500 may include initializing a set of actions, governance meetings, and schedules of the governance meetings between a source ITSM entity and each of a plurality of target ITSM entities, at step 512. It may be noted that, the source ITSM entity is associated with the source ITSM system and the plurality of target ITSM entities is associated with the plurality of target ITSM systems. In some embodiments, the source ITSM system may be one of a customer ITSM system or a supplier ITSM system, and a customer ITSM entity may be associated with the customer ITSM system and a supplier ITSM entity may be associated with the supplier ITSM system. The process 500 may further include establishing digital governance to manage governance activities based on terms of a contract between the source ITSM entity and each of the plurality of target ITSM entities, at step 514.
[037] In some embodiments, the SIAM control framework 102 may generate performance metrics associated with each of the plurality of target ITSM entities. The SIAM control framework 102 may further determine action items for a target ITSM entity based on the performance metrics associated with the target ITSM entity. In some embodiments, the SIAM control framework 102 may establish an action owner, an assigned action owner, and a target date associated with each of the action items. Further, the SIAM control framework 102 may track the action items from each of previous digital governance meetings and current digital governance meetings. The SIAM control framework 102 may further identify at least one change in a status of the service management process corresponding to each of the plurality of tickets associated with each of the plurality of source ITSM processes of the source ITSM system.
[038] The techniques disclosed in the present disclosure may perform ticket and SLA normalization, thereby, creating a single source of truth for customers and suppliers. Further, the techniques provide a one-stop solution for running effective vendor management office or SIAM practices. The SIAM control framework may enable the digital governance features of tracking problem management actions, online governance meetings efficacy, decisions, and action items and may orchestrate the process activities in a more prescriptive manner. Further, the techniques provide an increased efficiency and transparency in the vendor management offices or SIAM practices of the enterprise.
[039] As will be also appreciated, the above-described techniques may take the form of computer or controller implemented processes and apparatuses for practicing those processes. The disclosure can also be embodied in the form of computer program code containing instructions embodied in tangible media, such as solid state drives, CD-ROMs, hard drives, or any other computer-readable storage medium, wherein, when the computer program code is loaded into and executed by a computer or controller, the computer becomes an apparatus for practicing the invention. The disclosure may also be embodied in the form of computer program code or signal, for example, whether stored in a storage medium, loaded into and/or executed by a computer or controller, or transmitted over some transmission medium, such as over electrical wiring or cabling, through fiber optics, or via electromagnetic radiation, wherein, when the computer program code is loaded into and executed by a computer, the computer becomes an apparatus for practicing the invention. When implemented on a general-purpose microprocessor, the computer program code segments configure the microprocessor to create specific logic circuits.
[040] The disclosed methods and systems may be implemented on a conventional or a general-purpose computer system, such as a personal computer (PC) or server computer. Referring now to FIG. 6, an exemplary computing system 600 that may be employed to implement processing functionality for various embodiments (e.g., as a SIMD device, client device, server device, one or more processors, or the like) is illustrated. Those skilled in the relevant art will also recognize how to implement the invention using other computer systems or architectures. The computing system 600 may represent, for example, a user device such as a desktop, a laptop, a mobile phone, personal entertainment device, DVR, and so on, or any other type of special or general-purpose computing device as may be desirable or appropriate for a given application or environment. The computing system 600 may include one or more processors, such as a processor 602 that may be implemented using a general or special purpose processing engine such as, for example, a microprocessor, microcontroller or other control logic. In this example, the processor 602 is connected to a bus 604 or other communication medium. In some embodiments, the processor 602 may be an Artificial Intelligence (AI) processor, which may be implemented as a Tensor Processing Unit (TPU), or a graphical processor unit, or a custom programmable solution Field-Programmable Gate Array (FPGA).
[041] The computing system 600 may also include a memory 606 (main memory), for example, Random Access Memory (RAM) or other dynamic memory, for storing information and instructions to be executed by the processor 602. The memory 606 also may be used for storing temporary variables or other intermediate information during execution of instructions to be executed by the processor 602. The computing system 600 may likewise include a read only memory (“ROM”) or other static storage device coupled to bus 604 for storing static information and instructions for the processor 602.
[042] The computing system 600 may also include storage devices 608, which may include, for example, a media drive 610 and a removable storage interface. The media drive 610 may include a drive or other mechanism to support fixed or removable storage media, such as a hard disk drive, a floppy disk drive, a magnetic tape drive, an SD card port, a USB port, a micro USB, an optical disk drive, a CD or DVD drive (R or RW), or other removable or fixed media drive. A storage media 612 may include, for example, a hard disk, magnetic tape, flash drive, or other fixed or removable medium that is read by and written to by the media drive 610. As these examples illustrate, the storage media 612 may include a computer-readable storage medium having stored therein particular computer software or data.
[043] In alternative embodiments, the storage devices 608 may include other similar instrumentalities for allowing computer programs or other instructions or data to be loaded into the computing system 600. Such instrumentalities may include, for example, a removable storage unit 614 and a storage unit interface 616, such as a program cartridge and cartridge interface, a removable memory (for example, a flash memory or other removable memory module) and memory slot, and other removable storage units and interfaces that allow software and data to be transferred from the removable storage unit 614 to the computing system 600.
[044] The computing system 600 may also include a communications interface 618. The communications interface 618 may be used to allow software and data to be transferred between the computing system 600 and external devices. Examples of the communications interface 618 may include a network interface (such as an Ethernet or other NIC card), a communications port (such as for example, a USB port, a micro USB port), Near field Communication (NFC), etc. Software and data transferred via the communications interface 618 are in the form of signals which may be electronic, electromagnetic, optical, or other signals capable of being received by the communications interface 618. These signals are provided to the communications interface 618 via a channel 620. The channel 620 may carry signals and may be implemented using a wireless medium, wire or cable, fiber optics, or other communications medium. Some examples of the channel 620 may include a phone line, a cellular phone link, an RF link, a Bluetooth link, a network interface, a local or wide area network, and other communications channels.
[045] The computing system 600 may further include Input/Output (I/O) devices 622. Examples may include, but are not limited to a display, keypad, microphone, audio speakers, vibrating motor, LED lights, etc. The I/O devices 622 may receive input from a user and also display an output of the computation performed by the processor 602. In this document, the terms “computer program product” and “computer-readable medium” may be used generally to refer to media such as, for example, the memory 606, the storage devices 608, the removable storage unit 614, or signal(s) on the channel 620. These and other forms of computer-readable media may be involved in providing one or more sequences of one or more instructions to the processor 602 for execution. Such instructions, generally referred to as “computer program code” (which may be grouped in the form of computer programs or other groupings), when executed, enable the computing system 600 to perform features or functions of embodiments of the present invention.
[046] In an embodiment where the elements are implemented using software, the software may be stored in a computer-readable medium and loaded into the computing system 600 using, for example, the removable storage unit 614, the media drive 610 or the communications interface 618. The control logic (in this example, software instructions or computer program code), when executed by the processor 602, causes the processor 602 to perform the functions of the invention as described herein.
[047] As will be appreciated by those skilled in the art, the techniques described in the various embodiments discussed above are not routine, or conventional, or well understood in the art. The techniques discussed above provide for integrating ticket data and digital SIAM governance for ITSM systems. Further, the techniques may provide a uniform reference process model thus, enabling process orchestration across customer and supplier systems. The techniques create an accurate, consistent System of Record with normalized ticket and SLA information that acts as a single source of truth for all ITSM process records. The design and prescriptive guidance of the SIAM control framework makes it an effective data warehouse for the enterprise, catering to all its data and information requirements for digitally governing suppliers. Single click and instant report generation in dashboards is based on real-time orchestration of process records and is augmented by benchmarking to facilitate management of the multi-supplier environment with the help of normalized ticket and SLA data by the SIAM governance bodies. The techniques, thereby, enable seamless digital service delivery. The techniques further provide a single interface to the vendor management office or SIAM practice for managing supplier contracts, calculating service credits, and penalties. The techniques further track the lifecycles of supplier contracts along with their timelines thereby, providing digital governance capabilities. The techniques further reduce the efforts in coordination and collaboration, escalation, and notifications thus, improving Mean Time to Recovery/ Mean Time to Restore (MTTR) and CSAT scores.
[048] In light of the above mentioned advantages and the technical advancements provided by the disclosed method and system, the claimed steps as discussed above are not routine, conventional, or well understood in the art, as the claimed steps enable the following solutions to the existing problems in conventional technologies. Further, the claimed steps clearly bring an improvement in the functioning of the device itself as the claimed steps provide a technical solution to a technical problem.
[049] The specification has described method and system for integrating ticket data and digital SIAM governance for ITSM systems. The illustrated steps are set out to explain the exemplary embodiments shown, and it should be anticipated that ongoing technological development will change the manner in which particular functions are performed. These examples are presented herein for purposes of illustration, and not limitation. Further, the boundaries of the functional building blocks have been arbitrarily defined herein for the convenience of the description. Alternative boundaries can be defined so long as the specified functions and relationships thereof are appropriately performed. Alternatives (including equivalents, extensions, variations, deviations, etc., of those described herein) will be apparent to persons skilled in the relevant art(s) based on the teachings contained herein. Such alternatives fall within the scope and spirit of the disclosed embodiments.
[050] Furthermore, one or more computer-readable storage media may be utilized in implementing embodiments consistent with the present disclosure. A computer-readable storage medium refers to any type of physical memory on which information or data readable by a processor may be stored. Thus, a computer-readable storage medium may store instructions for execution by one or more processors, including instructions for causing the processor(s) to perform steps or stages consistent with the embodiments described herein. The term “computer-readable medium” should be understood to include tangible items and exclude carrier waves and transient signals, i.e., be non-transitory. Examples include random access memory (RAM), read-only memory (ROM), volatile memory, nonvolatile memory, hard drives, CD ROMs, DVDs, flash drives, disks, and any other known physical storage media.
[051] It is intended that the disclosure and examples be considered as exemplary only, with a true scope and spirit of disclosed embodiments being indicated by the following claims.

CLAIMS

I/We claim:

1. A method (500) for integrating ticket data and digital Service Integration and Management (SIAM) governance for Information Technology Service Management (ITSM) systems, the method (500) comprising:
receiving (502), by an SIAM control framework (102), ticket data of a service management process from a source ITSM system, wherein the source ITSM system comprises a plurality of tickets corresponding to each of a plurality of source ITSM processes;
normalizing (504), by the SIAM control framework (102), the ticket data of the plurality of tickets corresponding to each of the plurality of source ITSM processes;
generating (506), by the SIAM control framework (102), a normalized System of Record (SoR) (302) based on the normalized ticket data;
orchestrating (508), by the SIAM control framework (102), a list of process tasks for execution by one or more of a plurality of target ITSM systems based on a task orchestration algorithm, wherein the source ITSM is configured to integrate with each of the plurality of target ITSM systems;
determining (510), by the SIAM control framework (102), a plurality of normalized service levels for each of the source ITSM system and the plurality of target ITSM systems based on the normalized SoR (302);
initializing (512), by the SIAM control framework (102), a set of actions, governance meetings, and schedules of the governance meetings between a source ITSM entity and each of a plurality of target ITSM entities, wherein the source ITSM entity is associated with the source ITSM system and the plurality of target ITSM entities is associated with the plurality of target ITSM systems; and
establishing (514), by the SIAM control framework (102), digital governance to manage governance activities based on terms of a contract between the source ITSM entity and each of the plurality of target ITSM entities.

2. The method (500) as claimed in claim 1, further comprising:
generating performance metrics associated with each of the plurality of target ITSM entities; and
determining action items for a target ITSM entity based on the performance metrics associated with the target ITSM entity.

3. The method (500) as claimed in claim 2, further comprising, at least one of:
establishing an action owner, an assigned action owner, and a target date associated with each of the action items; and
tracking the action items from each of previous digital governance meetings and current digital governance meetings.

4. The method (500) as claimed in claim 1, further comprising identifying at least one change in a status of the service management process corresponding to each of the plurality of tickets associated with each of the plurality of source ITSM processes of the source ITSM system.

5. The method (500) as claimed in claim 1, wherein the source ITSM system is one of a customer ITSM system (204) or a supplier ITSM system (206A), and wherein a customer ITSM entity is associated with the customer ITSM system (204) and a supplier ITSM entity is associated with the supplier ITSM system (206A).

6. A system (100) for integrating ticket data and digital SIAM governance for ITSM systems, the system (100) comprising:
a processor (104); and
a memory communicatively coupled to the processor (104), wherein the memory stores processor-executable instructions, which, on execution, causes the processor (104) to:
receive (502) ticket data of a service management process from a source ITSM system, wherein the source ITSM system comprises a plurality of tickets corresponding to each of a plurality of source ITSM processes;
normalize (504) the ticket data of the plurality of tickets corresponding to each of the plurality of source ITSM processes;
generate (506) a normalized SoR (302) based on the normalized ticket data;
orchestrate (508) a list of process tasks for execution by one or more of a plurality of target ITSM systems based on a task orchestration algorithm, wherein the source ITSM is configured to integrate with each of the plurality of target ITSM systems;
determine (510) a plurality of normalized service levels for each of the source ITSM system and the plurality of target ITSM systems based on the normalized SoR (302);
initialize (512) a set of actions, governance meetings, and schedules of the governance meetings between a source ITSM entity and each of a plurality of target ITSM entities, wherein the source ITSM entity is associated with the source ITSM system and the plurality of target ITSM entities is associated with the plurality of target ITSM systems; and
establish (514) digital governance to manage governance activities based on terms of a contract between the source ITSM entity and each of the plurality of target ITSM entities.

7. The system (100) as claimed in claim 6, wherein the processor (104) is further configured to:
generate performance metrics associated with each of the plurality of target ITSM entities; and
determine action items for a target ITSM entity based on the performance metrics associated with the target ITSM entity.

8. The system (100) as claimed in claim 7, wherein the processor (104) is further configured to, at least one of:
establish an action owner, an assigned action owner, and a target date associated with each of the action items; and
track the action items from each of previous digital governance meetings and current digital governance meetings.

9. The system (100) as claimed in claim 6, wherein the processor (104) is further configured to identify at least one change in a status of the service management process corresponding to each of the plurality of tickets associated with each of the plurality of source ITSM processes of the source ITSM system.

10. The system (100) as claimed in claim 6, wherein the source ITSM system is one of a customer ITSM system (204) or a supplier ITSM system (206A), and wherein a customer ITSM entity is associated with the customer ITSM system (204) and a supplier ITSM entity is associated with the supplier ITSM system (206A).