Excellence & Organization
Orchestrate IT Service Providers with SIAM
by Panthea Fazlola
SIAM is a method for efficiently managing, integrating and coordinating multiple IT service providers within an organisation. Why is SIAM useful in multi-sourcing environments and what are the specific benefits of implementing it?
SIAM stands for Service Integration and Management. It is a management methodology which provides a systematic approach to coordinating and integrating IT service providers. The result is improved service quality, greater efficiency and increased customer satisfaction. SIAM is a key element for organisations seeking to manage an increasingly complex and dynamic IT landscape in a business-driven way.
Think of SIAM as the conductor of an orchestra, ensuring all musicians work together as planned to deliver an impressive, harmonious concert experience. Like the sheet music for the orchestra, the core of SIAM is governance and policy control which can be used to orchestrate IT suppliers.
Why is SIAM important?
The importance of SIAM is increasing with the rise of multi-provider landscapes, which can be broadly described as the customer's IT ecosystem. In a German IT Sourcing Study 2023, 85 percent of respondents stated orchestration of hybrid and multiple IT service processes was the biggest challenge they faced. This is where SIAM can help to ensure a seamless and consistent service experience for customers. Key levers are:
Coordination and integration: SIAM acts as a central interface, bringing together and coordinating different IT service providers, similar to the orchestra conductor mentioned above.
Mastering service diversity: In today's world, organisations often use a variety of service providers. SIAM optimises their collaboration to ensure they work in harmony.
Improved service quality: SIAM ensures Service Level Agreements (SLAs) and Experience Level Agreements (XLAs) are met, resulting in higher service quality and more satisfied customers.
Cost control: Through better control and coordination of service providers, SIAM helps to reduce unnecessary costs and makes more effective use of resources.
Faster problem resolution: When problems occur, SIAM enables faster problem resolution because responsibilities are clearly defined and problem resolution processes are rigorous.
Clear accountabilities and structures: In practice, SIAM helps to improve the management of service providers and process structures. One example is the improvement of IT service delivery in a multi-vendor group.
Future-oriented: SIAM helps organisations prepare for tomorrow's needs by facilitating the scalability and adaptability of service offerings.
SIAM implementation in an organisation
Metrics helps organisations implement SIAM, laying the foundation for professional provider management. The result is IT managers can take back the reins by actively managing service providers with consistent and clearly defined process structures.
One of our clients has a complex IT ecosystem with multiple service providers. Coordinating them was not always smooth, resulting in repeated inefficiencies. These included delayed response to disruptions in IT service delivery, resulting in prolonged downtime. This affected productivity and led to financial losses. There was also a lack of clarity around responsibilities, resulting in duplication of effort or poor handling of requests, which further impacted IT service delivery.
SIAM from analysis to rollout
To address these challenges, the company decided to implement a SIAM organisation. The first step was a detailed analysis to identify specific requirements and objectives. This led to a definition of precise objectives for the SIAM implementation project. Based on this, a SIAM framework was developed which defined clear responsibilities and processes for all service providers. It also includes a defined escalation hierarchy and clear communication channels.
The SIAM organisation is being rolled out gradually. As part of this, training is being provided to employees and service providers to ensure a thorough understanding and adherence to the new processes and responsibilities. It also supports the use of a system to monitor the performance of service providers and ensure compliance with service level agreements. If problems are identified, improvement actions can be initiated immediately.
Benefits of introducing SIAM
By implementing SIAM, organisations can achieve significant improvements which include:
- Transparency: SIAM provides better insight into service processes, informed decisions and trust between an organisation and its suppliers.
- Efficiency: Faster response times and more efficient processes have a positive impact on an organisation's overall performance and cost structure.
- Accountability: Clear allocation of roles and responsibilities eliminates confusion and friction.
- Customer satisfaction: Consistent adherence to service level agreements and smooth service delivery improves the customer experience.
- Adaptability: SIAM's agility and integration enables an organisation to respond more flexibly to changes in the technology and business world.
- Risk management: By clearly structuring IT service processes and centralising control, SIAM helps to improve identification of, assess and manage risk.
- Cost savings: Better coordination and exploitation of synergies between suppliers promise savings, both direct (processes) and indirect (quality).
Overall, the benefits of implementing a SIAM organisation are extensive, making our customers more competitive and agile in an ever-changing market environment. SIAM enables them to respond to new challenges and opportunities in a flexible and structured manner, thus ensuring their long-term success.
On this website you will find further information about SIAM
IT sourcing, IT governance and organisational management are Panthea Fazlola's passion. With a clear focus on optimising IT processes, she develops sustainable and efficient solutions for global organisations. Her hands-on approach and deep understanding of requirements make her a trusted IT consultant.