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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.

What is the role of a business relationship manager?

The role of a business relationship manager (BRM) is that of a strategic, senior-level business partner who shares ownership for business value results, as well as, business strategy. Even though BRMs come from different areas of business, the position requires the candidate to have a specific set of skills, such as strategic thinking, strong communication and influential relationship-building. Companies across every industry grow their business value by hiring business relationship managers. If you covet this position, you need to sharpen your skills. Also, you can boost your chances of being hired as a BRM by enrolling for Business Relationship Management Professional programme of Training Creatively and getting certified. Keep reading to know the responsibilities and duties of a business relationship manager.

Job description of a business relationship manager

As we have already mentioned before, a business relationship manager is a senior-level position. The BRM maintains executive-level relationships and is the single point of focus when it comes to converging functions like, HR. IT, finance and so on. The primary objective of a BRM is to break down the silos that are separating business functions in order to optimise cohesive effectiveness and jointly make strategic decisions. Today, successful organisations can converge business functions through the capability of a BRM. The end result is a drive toward a culture of innovation, creativity and value, and collaboration that reflects the strategy of the organisation as a whole.

BRMs function to advance and support business objectives. Additionally, they shape business demands into supply by:

  • Improving value optimisation and communication
  • Appropriating resources to enable the creation of business cases, idea documents and value plans
  • Facilitating continuous improvements in all areas, as well as, in the people around them

BRMs key responsibilities and duties

Traditionally, the role of a BRM is focused on the customer and how the organisation supports the needs and expectations of the customers. In business relationship management, there is a growing trend to pay attention to other stakeholders from the perspective of a customer like special interest customer groups.

Relationship management involves analysis, systematic identification, management, improvement and monitoring of stakeholder relationships to improve and target mutually beneficial outcomes. Also, it is the responsibility of the BRM to maintain regular communication with stakeholders and ensure that their needs are addressed with empathy; and with consideration of the environment. Therefore, a BRM makes sure that stakeholder concerns, needs and complaints are addressed and understood.

The ITIL framework outlines the following responsibilities that are assigned to business relationship managers:

  • Making sure that customers are always prioritised when there are any change or new products/services. Also, ensure that the priorities are aligned with the goals of the organisation.
  • Ensuring that conflicting stakeholder requirements is immediately mediated and appropriately
  • Taking care of escalations and complaints from stakeholders through a formal, yet sympathetic process
  • Tracking technology and customer trends that could potentially impact service provision and customer perception.

Experience and skills needed to become a BRM

Business relationship management straddles both the business and IT world. So, if you wish to handle this role, you should have skills and knowledge of both, but you should be more business focused. This job role is best undertaken by someone who is a senior-level staff and has experience in working in both supporting and front-facing roles from technology and business worlds. The soft skills required to be a successful BRM are:

  • Excellent communication skills
  • Leadership qualities
  • Collaboration
  • Empathy and emotional intelligence
  • Understanding and solving business problems

People or soft skills are a major requirement as the job role entails dealing with customers in a way that not only meets their needs, but also solves their concerns and problems.

So, if you want to become a business relationship manager, you can take a look at our certification courses that can help you add the needed feathers to your cap. Our courses are all certified and accredited by global examination  institutes. You can leverage our online training facilities and be able to improve your skills by sitting in your house or anywhere. Our online classes are flexible and Training Creatively provides candidates everything they need to pass the examinations. From dedicated tutor support to course manuals and sample questions, we take care of everything.

What can you gain by attending an ITIL 4 training course?

ITIL Foundation

When it comes to ITSM (IT Service Management), the Information Technology Infrastructure Library (ITIL) framework is accepted globally as best-practice. This framework provides clear guidance for the optimised provision of IT services. The framework ensures that IT services are planned, developed, released, deployed, and consistently improved with maximum efficiency and effectiveness. #ITIL 4 focuses on the need to deliver value continuously to service customers with business goals in mind during service development, ensuring executives and teams avoid siloed working.

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Stakeholder Engagement – Things You Need to Know

Management of stakeholders is one of the major responsibilities of a project, change or operational manager. In any activity (project, programme, portfolio or operational), there are several individuals involved and since the activity manager is at the centre and the integrator of the activity, he/she is expected to meet the prioritised needs of key stakeholders within the activity’s boundaries. This is why the identification, analysis and management of stakeholders are crucial to the success of any activity. If you are a project, programme, portfolio or change manager and need some help with stakeholder management, you can sign up for Training Creatively’s stakeholder engagement training course in London.

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Project managers get a better job and pay after doing this

The advances in the software development are happening on daily basis and it focuses on the production of best programming functions. Well better results can be obtained and demonstrated in the agile training course. The agile certification professional work together in close coordination, and help organisational practises. To bring many changes in concept of software one can use agile and it is easy to follow and implement.

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Individual and corporate benefits – Using best practices in project

Agility has been the rule of nature since times immoral. We must have heard somewhere else that one who is compatible and flexible to change, rules the place. This dexterity and adroitness rules is not only for nature but also for our day to day life. Similarly, when it comes to business and project management techniques one should maintain its suppleness and move forward. Many professionals and corporate heads wanted something to boost their success rates, and were searching for a technique which would make their world enhance the project accomplishing rate, so they found Agile Project Management.

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Manage programs the way it should be. MSP training could be a great choice

Time and time again history has proven that project failing at any time always has high risk. The reality is projects are always unpredictable, and project leaders find difficulties with so many anomalies. Well project leaders are challenged in volatile economic conditions or unexpected customer changes. The best way the project leader can handle risk is by choosing who regularly invest and fund their projects.

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Continuous improvement of your service delivery

Imagine while the world is moving towards smartphones and 4G network and you are a service provider for pagers. Service is nothing but delivering value to your customers. Forget about value, there is almost zero customer base for pagers. So change and improvement opportunity is inevitable for any business. In other words businesses need to be agile for changes and improvement opportunity to sustain.

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Why should projects be managed by stages?

We know that some projects are complex and huge in size. Managing such projects makes it complex for projects managers. The reason project managers follow a framework is to manage such complex projects and deliver successful results. PRINCE2 is widely followed framework which project managers rely on successful delivery of projects. The PRINCE2 methodology is a proven methodology and is approved and recommended by the government of UK and globally.

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Risk Management Strategy in your projects

Risk management something which is being buzzed about a lot among the project management community but most people don’t act on it efficiently enough resulting in failed or financially unfeasible projects.

Prince2 explains the whole risk management approach through the risk management strategy. It talks about an organization’s attitude towards risk, risk appetite of an organization and the necessary control actions necessary.

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