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What is SIAM?

An introduction to Service Integration and Management (SIAM)

What is SIAM?

Service integration and management (SIAM) is a management methodology that can be applied in an environment that includes services sourced from a number of service providers.

SIAM has a different level of focus to traditional multi-sourced ecosystems with one customer and multiple suppliers. It provides governance, management, integration, assurance, and coordination to ensure that the customer organization gets maximum value from its service providers.

SIAM governance operates at three levels in the ecosystem:

  • Strategic
  • Tactical
  • Operational

When asking the question; what is SIAM? It is also important to understand it is an evolution of how to apply a framework for integrated service management across multiple service providers. It has developed as organizations have moved away from outsourced contracts with a single supplier to an environment with multiple service providers. SIAM has evolved from the challenges associated with these more complex operating models.

SIAM supports cross-functional, cross-process, and cross-provider integration. 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 introduces the concept of a service integrator, which is a single, logical entity held accountable for the end to end delivery of services and the business value that the customer receives.

Terminology

SIAM is the generally accepted acronym for service integration and management. Other acronyms that are in use are:

  • MSI (Multi Sourcing Integration)
  • SMI (Service Management Integration)
  • SI (Service Integration)
  • SMAI (Service Management and Integration)
  • SI&M (Service Integration & Management).

SIAM can be applied to different sizes and types of organization, and to different industry sectors. Customers that only require a single service provider are less likely to get the full value from SIAM.

SIAM can be applied to environments that include external service providers only, internal service providers only, or a combination of internal and external service providers. The effectiveness of SIAM and the value it delivers will increase as the number of service providers and the number of interactions between services increase.

Some organizational cultures are more able to adapt to SIAM than others. Effective SIAM requires control to be balanced with trust, devolution of responsibilities, openness, and collaboration across all parties. A transition to SIAM is likely to require significant changes in attitude, behavior, and culture in ecosystems that previously relied on command and control structures for effective service delivery.

The SIAM methodology encompasses:

  • Practices
  • Processes
  • Functions
  • Roles
  • Structural elements.

The customer organization will transition to a SIAM model developed from these elements.

Claire Agutter

The service management world was developing rapidly and I could see that SIAM was being applied in more and more organizations to help manage complex sourcing environments, particularly for IT services.

In 2016 I set up the SIAM Architect Group, involving volunteers from all around the world and from different types and sizes of organization. We formed a strong team and created the SIAM Foundation Body of Knowledge. Our aim was to offer standard SIAM terms, guidance and content that anyone in the ecosystem could use.

The SIAM Foundation BoK has been downloaded more than 10,000 times. Hundreds of people around the world have taken SIAM training and passed the SIAM Foundation exam. In 2017, the architect team grew and we developed the SIAM Professional Body of Knowledge, led by Chief Architects Simon Dorst and Michelle Major-Goldsmith, providing more detailed practical guidance.

Scopism continues to be active in the SIAM sector, hosting a SIAM focused conference and publishing the global SIAM survey. The interest we see, and the survey results, show that SIAM is continuing to grow, with some geographies more mature than others. Digital transformation is driving the adoption of SIAM as a sourcing model, as organizations embed technology at the heart of their business strategy.”*

Claire Agutter, Director, Scopism

The SIAM BoK Refresh

Service Integration and Management requires service management tooling that is capable of supporting the collaboration, integration and cross-provider management requirements of organizations that work with multiple providers.

At the 4me Connect Annual Conference, Claire Agutter discussed the SIAM BoK refresh and the importance of SIAM in the post-pandemic world of sourcing. 

Global SIAM Survey

Since 2018 Scopism has done a yearly Service Integration and Management (SIAM) Survey. The survey gives an interesting view into the state of the SIAM market and the choices made by organizations who have already implemented SIAM but also those who are about to start their SIAM implementation.

The results of the 2020 survey were discussed by a panel of experts during an ITSM Zone session hosted by Claire Agutter.

Service Integration and Management consultancy is offered by large consultancy firms and integrators as well as by highly specialized firms. SIAM tool implementations are offered by 4me partners all over the world.

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.”

Service Integration and Management Success Story - Prosus

“With 4me, Prosus has a platform that works seamlessly with all our providers. On top of that, we have more functionality and a reduction in costs of 75%.”

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.”

*Source;
© Scopism Limited 2020. All Rights Reserved. www.scopism.com SIAM™ Foundation BoK

More about ‘What is SIAM’;
Continue reading in the SIAM Foundation Body of Knowledge which can be downloaded here.