What is Service Integration and Management (SIAM)?

Service Integration and Management (SIAM) is a unique set of service management practices offering structure, culture, principles and practices for managing a multi-service provider environment.

SIAM must create value for the customer and go beyond the simplification of the supply chain and integration of service management processes

Put simply, SIAM is about:
• Effective governance across services and projects
• A clearly defined tooling strategy
• Measurement, reporting and assurance of end-to-end service performance
• Clear roles and responsibilities for the customer, the service integrator and service providers
• Collaboration between all parties.
• Continual service improvement

How SIAM Works

SIAM operating models are typically built upon a three-tiered structure.

• Intelligent Client Function (ICF) – Strategic in focus
• Service Integration – Manages the performance of multiple service providers
• Service Providers - Includes the customer and external organisations

For this model to be successful, there needs to be clear lines of separation between each of the tiers, supported by an effective governance framework.

The responsibility for the ICF, which can sometimes be referred to as the retained customer organisation, cannot be outsourced to an external service provider. The ICF remains focused on the strategic direction of the business and must not become embroiled in the day-to-day management of the service providers.

The role of the Service Integrator can be outsourced to an external provider as this is a service management function. However, evidence to-date suggests that most organisations have opted for the development of an internal function, but it must remain organisationally separate from the ICF.

It is important to remember that the days of the large, monolithic outsourcing contract are over and are being replaced by the aggregation of multiple, specialist service providers competing with each other for outsourcing contracts typically lasting between 2 to 5 years. However, managing multiple service providers leads to more complexity.

SIAM helps to build focus on the ‘one team’ culture despite service providers being from separate organisations. It allows customers to focus on their core business, leaving the Service Integrator to manage the complexities and challenges of a complex sourcing model.

Finally, any organisation considering a SIAM implementation, must be able to answer the question: “Why SIAM?”

Without a clear SIAM strategy and senior management support, success is far from certain.