Service Integration and Management (SIAM) is a framework that has been developed to help organisations work more effectively when they source IT services from multiple service providers.
If you are new to SIAM we have a whole host of content you can read. For a high-level view of SIAM you can read our CIO guides, which come in two parts. There’s a high-level explainer, SIAM – the CIOs challenge part 1, and a more detailed look at the Service Integrator role, SIAM – the CIOs challenge part 2. There’s also a more detailed article that aims to help you get to grips with SIAM, as well as an article we co-wrote with Barclay Rae and the UK itSMF, which provides a CIO guide to optimising SIAM.
There’s a huge amount of hype around SIAM, and in our article are you hitting challenges in bringing about true change to your IT operating model we can help you better understand how to break out of the hype and derive benefit from using it.
Finally, you might want to consider these Common SIAM challenges.
SIAM Implementation program
As you embark on your own SIAM programme, we have compiled 11 actions to make your SIAM program successful, as well as some key questions to consider before you start you SIAM programme. Whilst these are quite generic for any program, they are particularly pertinent to the common challenges you are likely to encounter. We have also elaborated further on the common SIAM challenges and shared with you 8 things we’ve learned implementing SIAM operating models, from our extensive implementation experience.
You may also wish to try the SIAM Health Assessment, which we developed in collaboration with the team of experts at Scopism. This provides a great method to baseline your current process maturity ahead of starting a SIAM change programme.
SIAM Contracting Challenges
Building a SIAM contract can be really challenging, as you may have multiple Service Providers and an external Service Integrator to contend with. Our 6 steps to successful SIAM collaboration will guide you on what you might reasonably expect from a successful SIAM collaboration as well as some further guidance to ensure your SIAM contract requirements fit the bill.
As you transition contracts from your existing supplier(s) to the new multi-supplier SIAM model, you really need to get a detailed understanding of the current contract landscape, or you run the risk of your contract transition failing. Find out the importance of Building a Strong Commercial Footing for SIAM Multi-Vendor IT Success.
Building SLAs in a SIAM operating model can also be really challenging, so we’ve compiled some advice on this subject.
Building out your SIAM operating model
You’ll probably experience some unique challenges as you get deeper into building out your SIAM operating model.
One of the more complex challenges relates to the development of an Effective Service Request process, which is difficult when different elements of a request could be sourced from different suppliers.
With a multitude of service providers, a service integrator, and potentially hundreds of services, it’s possible that you could be inundated with various service reports. We’ve developed some guidance for reporting in a complex SIAM ecosystem, which could help.
SIAM doesn’t just impact Service Management processes, you’ll also need to consider the Project Delivery teams and in particular, be on the look-out for multiple Project Management Offices (PMO) popping up across your new multi-supplier landscape and understand why your SIAM operating model needs a single PMO.
In the Service Management world, having an effective set of IT Service Management tools is critical, so it’s vital that you have a tooling strategy. Take a look at why you really need a SIAM tooling strategy to truly understand the complexity and the planning involved.
Another factor that perplexes a lot of our clients is the need to build out a CMDB. Our 11 tips to build a CMDB in a SIAM operating model can help make this less complex.
From a process perspective, you also need a very clear view of where SIAM responsibilities will lie in each process area. We consider this conundrum in more detail and liken the SIAM process model to a graphic equaliser.
What are our services?
- SIAM Readiness assessment
- SIAM Maturity Assessment
- SIAM IT Operating Design
- SIAM Implementation services
Here’s a selection of where we’ve helped clients with their Service Management challenges.
- How we helped a client design, build and implement a SIAM Operating Model
- How we managed a major SIAM programme
- How we helped a client implement a new ITSM operating model
- How we helped a client develop a SIAM RFP
- Helped the UK government develop a SIAM operating model as part of their Covid 19 response