Service Integration and Management (SIAM) is a management methodology which can be applied where services are sourced from a combination of different service providers. SIAM is designed to provide management control and the reduction of complexity when procuring services from multiple service providers.
Historically, organisations would have sourced their IT services through their own internal IT department such as infrastructure and business applications. As technology has advanced the availability of cloud-based services has increased and, as business users become more demanding, these more traditional sourcing models no longer work.
Today‚Äôs organisations increasingly look to outsourcing their IT requirements. This offers the potential for significant cost reduction, increased flexibly, reduced risk on the dependency of a single provider and promotes a ‚Äėbest of breed‚Äô approach to buying services from a network of specialists -resulting in continual service improvement.
However, this can result in more complexity, higher management overheads and drives the need for someone to integrate multiple services and service providers. SIAM enables the integration and management of multiple service providers and their services. It provides governance, management, integration and assurance to maximise the value received
Key Drivers for Implementing SIAM
Listed below are some of the key drivers which may influence customers to move towards implementing a SIAM model.
Disaggregation: the move towards multi-service provider contracts instead of using a single-sourced prime contractor approach, necessitating effective service integration.
Low Service Satisfaction: where customers have issues associated with service complexity including confusion over roles and responsibilities and lack of collaboration between service providers.
Demonstrating Value to the Business: The delivery of IT services to business users can often be perceived to be slow, not quite what is needed and in extreme cases a barrier to business growth. Through the selection of specialist suppliers on typically shorter contract terms, SIAM offers the potential for IT to been seen as an enabler.
Inflexible Service and Sourcing Landscape: This usually results in the emergence of a ‚ÄėShadow IT‚Äô function to bridge the gaps caused by the misalignment of contracts between service providers.
The Need for Flexibility: Flexibility is becoming increasingly important to meet rapidly changing business needs. This requires a more dynamic sourcing model with the ability to take advantage of the increasing availability of more commodity, on-demand services such as Infrastructures as a Service (IaaS) and Software as a Service (SaaS) capabilities.
External Drivers: Increasingly, external drivers and legislation are imposing greater corporate governance challenges. This is particularly true for most public sector customers. This results in a greater level of corporate governance which demands clarity over the responsibilities of service providers and the controls that are applied to them. There are also requirements to make best use of often scarce, skilled resources.