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.
“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.
Service Integrator Layer
The four most common ways in which organizations choose 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 AND INDUSTRY RECOGNITION FOR SIAM
In a recent research report Information Services Group (ISG), a leading analyst firm, names 4me as a key player in the market for Service Integration and Management (SIAM) also known as multi-provider management or multi-sourcing and ITSM.
“While screening the market for ITSM/SIAM software solutions to be included into ISG’s ITSM/SIAM Provider Lens™ report, we came across 4me’s specialized offering in this area. In contrast to many other SIAM/ITSM software vendors that see SIAM as an extension to ITSM, 4me’s product architects, from the very beginning, acknowledged that IT and other shared services need to be and will be delivered in a multi-vendor approach. As a result, the company is solely dedicated to offer service management products for such multi-vendor environments.”
4me’s ability to bring external service providers into the service management fold amplifies its value proposition. Whether professional services are delivering expertise, such as SF.com, Workday, database administration, and SAP, or MSPs, external providers can be managed as the integral part of the enterprise service fabric that they are. This seamless state is click-button easy when two or more organizations are 4me users. No integration is needed. The objective is a network of service providers that can be dynamically sourced and collaboratively managed across organizational boundaries as needed. Complex service value chains made up of internal and external providers can be viewed at a glance and tracked as a whole for real-time understanding of service from the customer’s perspective. Other views that track the performance of individual providers are readily available for both the client and provider organizations.
Many 4me customers have already improved their SIAM services both with internal and external providers and their customers.
“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.”
“4me’s ability to integrate all of our internal and external service providers has radically improved supplier collaboration.”