Decoding SIAM: Why, What, How!! Part 1

WHY SIAM?

SIAM isn’t new, but it’s increasingly recognized as essential to delivering value in a multi-supplier ecosystem. It’s difficult to realize the expected value of using multiple service providers to deliver services without having integrated approach. 

SIAM is here because of the increasing popularity of multi-source operating models and the reasons for this are numerous. To begin with, single supplier models are being seen more and more to be inflexible and limiting to the creativity of businesses. They are perceived to hide costs and don’t create competition (for the benefit of the organisation) between vertical services (sometimes called Service Towers), because they are either delivered by a single organisation or agents of such a body.

What is SIAM?

SIAM (service integration and management) is an approach to enabling, collaborating, and coordinating multiple service providers in any outsourced environment to deliver an efficient and effective service experience to customers. SIAM differs from traditional one-on-one, SLA-based vendor management because it enables organizations to maintain insight and control over service management, integration, performance, governance, and delivery across many different service providers that are coordinated to deliver service outcomes. This enables organizations to maintain and improve on a consistent set of services even when they change the vendors and/or technologies used to support those services. 

SIAM is about how you manage across many service providers to deliver consistent, high-quality services to customers. When it’s done well, the service integrator absorbs much of the complexity of managing across service providers enabling the customer organization to focus on value-add activities within its organization.

How to implement SIAM:

There is no one size fits all SIAM model, this has become clear to me through our real life interactions with our customers. In fact, there are many ways in which the SIAM principles can be shaped and delivered, depending on the Industry Sector, structure of your business, your current IT service landscape and of course, your organisational goals.

Different Model:

1. Customer in the lead SIAM role
2. Outsourced SIAM role
3. Outsourced SIAM Role – Monitoring and Managing
4. Hybrid model

One you decided best fit adoption model of SIAM for your organisation next step is to decide whether to go Big Bang or Phased approach. 

Big Bang is comes with very high risk and have seen alot of effort going in Big Bang approach. 

Phased Approach: helps to learn and adjust but this might take longer to complete. 

Try Different Phasing options: 

• By Process.
• By Service Provider. Recommended according to me.
• By Service. 

Success of SIAM depends on several factors e.g OCM, resources, Tool, integrations, collaboration, Clarity of SIAM, adoption of SIAM. I wish to discuss all these in detail in next articles. Recommending the model and approach is based on my experience and if my fellow LinkdiN process experts would like to weigh in their experience, opinion, suggestions, or have any questions/queries please feel free. If you would like to contribute to the series of article with me , be my guest. We will do in Integrated Manner :-)