itSMF Bulletin August 2021 | Page 4

Service Integration and Management, or ‘SIAM’, can enable significant business benefits.  However, many customer organisations today still struggle to understand their specific accountabilities and responsibilities within the layers and functions of a SIAM model.

Most organisations recognise the key role of the Service Integrator in a SIAM

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model, managing daily end-to-end service delivery by all service providers, both internal and external.  However, the focus of this white paper is the establishment of a capable Customer Organisation that can perform three specific and critical responsibilities:

1.     Governance

The Customer Organisation is ultimately

We are delighted to be able to be part of itSMF Australia’s 23rd Annual Service Management Conference.  With its theme of ‘IT Service Management and beyond’ we will present how to be a ‘good customer’ in a SIAM environment as we introduce Kinetic IT’s latest white paper ‘The Customer Organisation: Instrumental to SIAM Success’.  Here, a brief insight into what is in store.

The Customer Organisation: Instrumental to SIAM™ Success

by Michelle Major-Goldsmith & Simon Dorst