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Our service management world is awash with information about the latest and greatest in technologies, frameworks and techniques. These are important developments which allow IT service providers to support their customers. After all, to compete in the modern world of disruption and disruptors, organisations must focus on their customers and their experience of services, which these days are mostly delivered using technology.
Technology in isolation though doesn’t deliver services. To deliver ‘services’ the technology, information, people and
processes need to be functioning well.
Businesses are becoming increasingly dependent on their IT services, with little
to no tolerance for downtime, let alone failure. Adding to this complexity many have been shifting from monolithic outsourcing engagements to multi-sourcing models, engaging multiple service providers. With complexity comes risk and it’s this risk that service integration is there to optimise. It is for this reason that Multiple Sourcing Integration (MSI) or Service Integration and Management (SIAM) is becoming a focus for business leaders.
So, SIAM is something new…. right?
Well, no actually! The term ‘service integration and management’ or SIAM, and the concept of SIAM as a management methodology, originated around 2005
Quadruple Bottom
Line Reporting -
A Recipe for Business Sustainability
by Peter Cross
Simon Dorst and Michelle Major-Goldsmith, lead architects of the SIAM Professional Body of Knowledge, consider the current focus on service integration and management (SIAM) and how this is extending beyond traditional IT departments.
™ SIAM, SIAM Certification, EXIN and the EXIN logo are trademarks or registered trademarks of EXIN Holding BV.
SIAM
Simon Dorst and Michelle Major-Goldsmith, lead architects of the SIAM Professional Body of Knowledge, consider the current focus on service integration and management (SIAM) and how this is extending beyond traditional IT departments.
™ SIAM, SIAM Certification, EXIN and the EXIN logo are trademarks or registered trademarks of EXIN Holding BV.