A single, global SIAM platform

SIAM needs a great platform, not multiple systems

There seems to be a growing awareness in this modern world of rapid change, that to deliver the services customers really need and want, will take large-scale change across the whole organization. And with the advent of even greater technologies, organizations cannot operate in the same way as before.

For too long customers have often fallen between the silos of internal departments, policies and processes, resulting in less-than-satisfactory experiences. Now consumers of the service experience have finally run out of patience. They vote with their feet and credit cards.

Many businesses (by which I mean all organizations whether run for profit or not) are trying to heed the warnings and transform the way they deliver their services (and products) to end-users and external customers. But at the same time as improving service quality they must also do so in a more economical way i.e. cheaper, and across a growing eco-system of suppliers. The challenges are therefore significant.

Various approaches, frameworks and methods exist to assist, but one in particular seems to be gathering momentum; Service Integration & Management (SIAM). Now if you ask anyone what SIAM means you will probably get several different answers. Suffice to say that SIAM is about delivering more integrated services across multiple internal and external service providers.

The problem comes however when organizations try to do so whilst employing many disparate, supporting IT systems. Complexity reigns, costs continue to spiral upwards and customers still fall between the cracks.

SIAM therefore needs a single, global platform such as ServiceNow.

Such a platform joins up front and back end processes in one place. It doesn’t rely on difficult-to-maintain system integration points. It therefore has the capability to offer real-time Insight (as all the data is in a single system), enable organizational Agility (through greater automation) and improve Maturity of the overall business. I like to remember it using the acronym below:

• Service (S) – not Product, nor Solution, nor Application, but Service – it’s ALL about Service!
• Insight (I) – easy-to-view, flexible, dynamic, KPI-focused dashboards
• Agility (A) – speed of the organization to adapt to rapidly changing world
• Maturity (M) – each step along the way increases value to all stakeholders

Come and discover what some of our customers are already achieving. Find out more by clicking on the link below.

Service Integration and Management (SIAM) certainly should help achieve the higher level objectives of great service experience at lower cost, but only when it can be delivered using a single, global platform.