We are all continually seeking to optimise operations and interact more efficiently. SIAM will provide an organisational structure to integrate service delivery, not just processes, from different providers and provide a flexible and valuable outcome for the business. It will allow the customer to focus on its core business rather than having to be concerned with the complexities and challenges of a complex IT souring model and concerns of the value associated with their contracts.
The future for SIAM
We are now seeing other parts of the business ‘jump on to the band wagon’. And why not … you have likely heard the term Enterprise Service Management (ESM), which is the application of IT Service Management (ITSM) principles to other areas of an organisation. After all IT has become ubiquitous in the delivery of any service and thus IT becomes more integrated with the business (also known as ‘digital transformation’). This typically means not only using the same core processes, but often benefitting from the same technology used to support those processes. Simply put, it is applying the same process, principles and workflow used to manage IT service delivery within other business departments delivering other types of services.
This is happening too with SIAM. Recognising that this is the best approach for managing multi-provider models, we are seeing more and more use of the service integration principles within other parts of an organisations operation. IT isn’t unique in working with multiple service providers; the dynamics of service delivery are pretty much the same whatever the customer or service. It follows that SIAM would be useful elsewhere.
Body of Knowledge, and using these as a basis to devise a plan. These stages can be executed iteratively, adding updates and details with every iteration:
• Discovery & Strategy: initiates the SIAM transformation project, formulates key strategies and maps the current situation.
• Plan & Build: completes the detailed design for SIAM and creates the plans for the move to a new operating approach.
• Implement: manages the transition from the current ‘as-is’ state to the ‘to-be’ SIAM model. This can be through either a big bang or phased approach.
• Run & Improve: manages the SIAM model, day to day service delivery, processes, teams and tools and continual improvement.
So, SIAM offers more…
SIAM is unique in offering a structure, culture, principles and practices for managing a multi-service provider environment. The need to build an agile ecosystem of multiple service providers and utilise best-of-breed, collaboration, and coordination is an imperative for many customers. SIAM helps to build focus on ‘one team’ culture despite providers being from separate organisations.
7