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Service Integration & Management (SIAM)

Multi-Provider Management with 4me SIAM

What is SIAM?

Service Integration and Management (SIAM) is a management approach that helps organizations stay in control of their internal and external service providers as they gradually move to a more selective and dynamic sourcing model. SIAM is a prerequisite for dynamic sourcing, which in turn makes it possible for organizations to maximize the speed at which they are able to innovate.

SIAM is used in combination with other service management principles and frameworks and has a clear impact on service management tool requirements.

4me and SIAM

4me is the first Enterprise Service Management (ESM) application specifically built to support SIAM.  It allows an organization’s internal and external service providers to collaborate seamlessly, while providing real-time insight into the level of service that is being delivered.

Claire Agutter

“Today, more and more organizations are using a complex network of suppliers to support their services and deliver value through specialisation. Service Integration and Management (SIAM) was developed in response to the additional complexity this can bring, helping organizations to encourage their suppliers to work together in a collaborative and innovative way. Initially applied in the IT service space, SIAM is now being used to manage many different types of services.”

Claire Agutter, Director, Scopism

The SIAM Structure

A Service Integration and Management ecosystem has three layers:

  • Customer Organization
  • Service Integrator
  • Service Providers (both internal and external)

Each layer has a role to play to ensure effective end-to-end management of services and the delivery of maximum value to the stakeholders of the customer organization.

siam ecosystem diagram

Service Integrator Layer

The four most common ways in which organizations chose to set up their SIAM service integrator layer are:

  • Internal service integrator – the customer organization staffs the service integrator layer
  • External service integrator – the service integrator layer is fully outsourced to a specialized SIAM firm
  • Hybrid service integrator – the service integrator layer is partly outsourced
  • Lead supplier – one of the customer’s managed service providers staffs the service integrator layer

Each option has its advantages and disadvantages. Over time, organizations may decide to move from one option to another. That is why it is good to know that 4me supports all of these options for the service integrator layer.

Why SIAM Has Become Critical

More and more enterprises are taking a critical look at the tools they use to support their internal support processes. Their CIOs are under pressure to deliver more quickly on key innovation initiatives. Their organization’s viability no longer depends on its ability to innovate, but on the speed at which it is able to deliver innovations. Digital transformation is happening everywhere and it requires knowledge of new technologies. The core business is looking at IT for leadership, but the IT department does not have the experience in-house to realize all the innovative ideas from the core business. It does not make practical or financial sense for a CIO to hire and retain experts on all the new technologies that are needed for the organization’s digital transformation.

Instead, CIOs are adopting a dynamic sourcing model. The goal is to be able to obtain expertise when it is needed from providers that have the skills available and to let go of these providers when the technologies they support are no longer needed, when the level of service they provide is deemed insufficient, or when there is a provider that can provide the required level of service at a better price.

Unfortunately, the IT Service Management tools available on the market today do not support out-of-the-box collaboration with providers, let alone quick on-and-offboarding of such providers.

4me was designed from the ground up to support the collaboration between enterprises and their internal and external providers as well as supporting providers in servicing many different customers from one service management application.

Analyst Recognition

isg logo

In a recent research report Information Services Group (ISG), a leading analyst firm, names 4me as the rising star in Service Integration and Management, also known as multi-provider management or multi-sourcing.

By combining a service-oriented data model with a cloud-based multi-tenant architecture, 4me offers unique value in a world where dynamic sourcing is gradually becoming the norm.  With any other service management product, workflows stop at the boundary of the IT department and the notion of a single system of record is only valid for records that stay within the IT domain.  As soon as a workflow needs to involve other functions within the same organization (such as HR, Finance or Legal), or an external provider, the problems start.

Without 4me, technical integrations are then required, which bring with them high costs for consultants and/or additional software.  Upgrades also become significantly more complex, and thus expensive.  In environments where multiple providers are involved in the delivery of a service, it becomes impossible for SIAM’s service integrator role to get timely information from these integrations to effectively monitor and manage all parties involved and can therefore not assure the required end-to-end service experience for the enterprise employees.

It is great to see that ISG recognizes 4me’s unique architecture and its benefits for any organization that is implementing, or will soon implement, the Service Integration and Management service integrator layer.

“4me enables multi-cloud vendor orchestration: Its go-to-market approach is aimed at MSPs and partners for providing a platform for information management in multi-tenant service management.”

Additional 4me strengths mentioned by ISG are 4me’s outstanding integration capabilities, strong portfolio and the consolidated view 4me offers of all business services, regardless of how many internal and external providers are involved in the delivery of these services.

EMA vendor to watch

In 2020 4me was chosen as a Vendor to Watch by analyst firm Enterprise Management Associates (EMA)

“Current EMA research indicates that almost half of the survey population of IT executives and management are considering new ITSM solutions and platforms. The top reasons behind this exploration include broadening support of ESM, demand for effective self-service, accelerating adoption of advances in AI/automation, and a drive to consolidate service centers and ITSM platforms. 4me is well placed to check a lot of the boxes that multi-nationals facing these trends need. What makes the company a Vendor to Watch is its design-level embrace of ESM and SIAM within its ITSM vision.”

Instead, CIOs are adopting a dynamic sourcing model. The goal is to be able to obtain expertise when it is needed from providers that have the skills available and to let go of these providers when the technologies they support are no longer needed, when the level of service they provide is deemed insufficient, or when there is a provider that can provide the required level of service at a better price.

Unfortunately, the IT Service Management tools available on the market today do not support out of the box collaboration with providers, let alone quick on- and offboarding of such providers.

4me was designed from the ground up to support the collaboration between enterprises and their internal and external providers as well as supporting providers in servicing many different customers from one service management application.

Customer Success

Many 4me customers have already improved their SIAM services both with internal and external providers and their customers.

Service Integration and Management Success Story - Savaco

“The SIAM capabilities of 4me, resulting in superb collaboration possibilities, is something we really needed and that only 4me could offer us.”

“Which departments use 4me? Better ask who is not using it. IT, Operations, Marketing, Facilities, HR, Finance and Logistics all have one entrance: the 4me portal.”

Service Integration and Management Success Story - ssp

“4me’s ability to integrate all of our internal and external service providers has radically improved supplier collaboration.”