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An introduction to Service Integration and Management (SIAM)

Service Integration and Management (SIAM) ‘s focus is on managing services that are provided by multiple suppliers. SIAM is not a process, but a set of practices, principles and approaches to co-ordinate and manage the delivery of services from various service providers. At Training Creatively, we have noticed that many IT organisations are increasingly adopting good SIAM practices.

What exactly is SIAM?

SIAM is control and management of multiple internal and third-party suppliers and the following models are usually used:

  • Retained client as SIAM – In this model, the retained enterprise handles suppliers and collaborate the SIAM function.
  • Service guardian – This is where an external supplier provides several delivery functions to the organisation, along with handling other suppliers.
  • Single supplier – This is where the service provider provides the SIAM layer of management and all services.
  • Separate service integrator – In this model, the supplier not only provides the SIAM layer, but also manages the other suppliers, but does not manage the delivery function.

If you are wondering which model is right for your organisation, you will have to consider the advantages and disadvantages of each to make an informed decision. Also, you need to transition to a more co-ordinated landscape in terms of the service-supplier relationship when you are preparing for SIAM. Training Creatively’s SIAM courses can help you get the information you need and also equip you with the tools required to make the transition.

SIAM good practices

With good practices, organisations can safeguard themselves against risks that are associated with altering their outsourcing strategy.

  • Limit the span of control

Wherever possible, it is useful to consolidate the areas of necessity into a single vendor relationship. For example, instead of hiring 10 vendors to service each of your IT infrastructure requirements, you can hire 5 vendors who can each cover 2 of the requirements. Even if they are subcontracting the work, you will still be entering a single agreement with each of the vendors and be able to ensure better that quality standards are met.

  • Draft a vendor agreement

Vendor agreement is the contract between a supplier and your organisation. This is a binding contract that will make sure your end-users expectations are being met and delivered on. Also, it ensures that your company’s goals and objectives are being furthered.

Some things that this document should include are a service management manual with key performance indicators and guidelines that will be used to assess if the vendor relationship is successful, and cooperation clauses between interdependent vendors.

  • Outline vendor dependencies with service catalogue

A technical service catalogue can be used as a guide that outlines the dependencies that should be met by each of the vendors. In a complex supplier landsacape, vendors are going to rely on each other to complete tasks and communicate. Monitoring this through written and visual descriptions will help to keep everyone on track and make sure that processes are thoroughly followed.

  • Build relationships

You need to build collaborative relationships with your vendors. This will make sure that the supplier relationship is not just transactional in nature but deliver agreed benefits to the key stakeholders. This will inspire everyone to work toward a common goal. If one vendor relationship goes awry, you know that there is a backup plan and other vendors will help in sorting out issues that arise.

Before implementing SIAM, do remember the following things:

  1. SIAM implementation will not be successful without a collaborative approach. From stakeholders to customers and users, everyone must be involved.
  2. SIAM will not magically help you get rid of constraints and inefficiencies that existed prior to SIAM implementation.

If you want more information about SIAM, you can contact Training Creatively. We are a premier training provider in the UK and work with industry-leading experts who supervise the courses. Our courses are certified and online classes are available, along with the dedicated support of our tutors.