Service Integration and Management (SIAM) is a management methodology that can be applied in any environment that requires services sourced from multiple providers.

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*

SIAM solves the challenges faced by modern, complex operating models

SIAM has a different approach to multisourced ecosystems with one customer and multiple suppliers. It provides governance, management, integration, assurance and coordination to ensure the customer organization gets maximum value from its service providers.

Service Integration and Management can be applied to a framework such as ITIL (IT Infrastructure Library) to address the complexities of managing multiple service providers. SIAM was developed as organizations started to move away from outsourcing contracts with a single supplier to an environment where services were selectively sourced from multiple best-in-class external providers.

  • “Switching our service management tool to 4me was no jump into darkness. It was a conscious decision to offer more clarity and transparency within IT and to our internal customers. The service levels and KPIs can now be tracked by all stakeholders.”

    Geert Monserez
    Geert Monserez Daikin
4me - User friendly UI

SIAM supports cross-functional, cross-process and cross-provider integration.

SIAM introduces the concept of a service integrator, which is a single, logical entity tied to the end-to-end delivery of services and the business value that the customer derives from these services. It creates an environment where all parties:

  •  know their role, responsibilities and context in the ecosystem,
  • are empowered to deliver,
  • are held accountable for the outcomes they are required to deliver.

SIAM can be applied to environments with internal, external, or a combination of service provider types.

SIAM can be applied to different sizes and types of organizations and to different industry sectors. The effectiveness of SIAM and the value it delivers grows as the number of service providers and the number of interactions increase. The importance of capable SIAM tooling becomes essential in such cases.

4me - Service navigator
The SIAM ecosystem

A SIAM ecosystem has three layers:

  1. Customer organization
  2. Service integrator
  3. Service providers (internal and external)

Each layer has a role as part of effective end-to-end management of services and the delivery of maximum value. The layers should have sufficient capability and maturity to fulfil its role.

The four most common SIAM service integrator types:

  • Internal service integrator
  • External service integrator
  • Hybrid service integrator
  • Lead supplier as service integrator

4me provides support for all these approaches to the service integrator layer.

*The above text includes extracts from the SIAM Body of Knowledge, published by Scopism.