Managing your Services
Are you getting maximum value from your Services?
Are you satisfied with how your Service Providers deliver Services?
Or are you struggling with the complexity of your environment and unable to clearly manage Services end-to-end?
Service Integration and Management (SIAM)
Is an Industry Standard Best Practice Methodology that can be applied to environments that include Services sourced from a number of Service Providers, whether in-sourced, out-sourced or a combination of both.
SIAM has evolved from the challenges associated with more traditional multi-sourced ecosystems, including one customer and multiple Suppliers. It supports cross-functional, cross-process, and cross-provider integration.
‘Leadership Teams often spend significant time and effort managing Suppliers and Customers, and still struggle to deliver when faced with Contract Constraints, Poor Supplier Relationships, Siloed Functions, Segregated Tools and poor Data Management and Governance’
Effective Service Delivery is multi-faceted across Functions, Roles, Processes, Suppliers, Technology, Data and Culture. Without end-to-end Service Integration, it only takes one area to under-perform, to result in a significant decrease of productivity, additional costs and lack of accountability.
This directly impacts your overall Service Performance and increases Enterprise Risk.
Business Customers want Service Providers, whether that be internal Departments, Information Technology Groups, Facilities Management or Corporate Services, to demonstrate they have control, are prepared and have good mitigation measures in place. Shadow Service Providers, such as ‘Shadow IT’ Functions are the first indicator that Business Customers have chosen not to use internal Service Providers to manage their Services. This is understandable when there is a perception of poor customer experience.
For example, most IT Departments know and understand they need a good ‘Push’ to increase their IT Capability and Maturity to support their IT Strategic Roadmap. They want to gain confidence back from the Business.
And they know without addressing this, it will be difficult to move toward a more Agile and Contemporary environment.
IT can’t continue to run an IT Operating Model that is stuck on a plateau. It is not sustainable anymore.
Best Practice Evolution
‘The Service Management Industry evolved and transformed to meet new pressures and demands. Organisations needed to be able to orchestrate their Services using various Sourcing Models and provide Services based on new innovations and technology trends, such as Digital and Cloud solutions, across multiple Customers, Agencies and Cluster’s to offer meaningful Value-Add Services with reduced Cost and Risk.’
Service Integration & Management (SIAM) has become increasingly important to address these types of issues and drivers.
It allows you to be prepared for new Services and Suppliers in a more dynamic way, to change and shift to meet new Business requirements in an efficient ‘Plug in’ and ‘Plug out’ manner.
SIAM introduces a Service Integrator Function who act’s on behalf of the Client Organisation to manage day-to-day Delivery and end-to-end Performance of your Service Provider ecosystem.
Instead of Managers being bogged down in operational issues, they can dedicate more value and time to the ‘Customer Retained’ responsibilities across Strategy, Enterprise Architecture, Service Portfolio, Program Management, Procurement, Financial and Commercial Management.
Organisations are starting to understand and appreciate that there are varied ways of working across different Services and Service Providers.
‘We now recognize that if you are more flexible and empowered in your approach you can still access sufficient Data, Service Levels, Collaboration and the Continual Improvement you need’.
Gone are the days of restricting Suppliers for bureaucratic reasons. Innovation mandates using an increasing number of Providers for their particular Services. Integration and good governance, not restriction, is the key to extracting value from modern supply chains and blended Service Models. SIAM gives the Organisation contemporary tools to achieve this orchestration.
Service Integration for your Organisation
‘Governance is an essential driver for SIAM and will always be high on the Agenda for Executive Management to embed a Culture of Risk and Cost Accountability. SIAM makes sure all parties understand this and are empowered to fulfil their Roles’.
A common misconception is that SIAM is only for Multi-Outsourced environments. But what about your internal Service Providers? Are you maximizing productivity, value and collaboration with them?
Internal Service Providers are your DNA and such an important asset of knowledge and expertise. SIAM will support these teams and allow them to concentrate on what they do best.
SIAM Models can be applied to Organisations of various sizes, maturity and complexity. It can be defined, scaled and right-sized to suit the specific drivers and objectives of your Business.
It can be adopted by any Service Provider, from in-house Business Units, to IT and Shared Corporate Services, through to Business Process Outsourced arrangements.
SIAM doesn’t replace ITIL or other Best Practice Frameworks, it is the evolution of Service Management that will compliment your existing practices. It applies governance, integration, assurance and coordination to ensure that the Customer Organisation gets maximum value from its Service Management Investment and all Service Providers. It is the glue that brings everything together: End-to-End.
Frazer Walker offer independent SIAM Consultancy Services to assist Clients in making informed and unbiased decisions on the right SIAM Model for them.
Karen Tucker is a Senior Consultant in Frazer Walker’s Information Technology Practice. To learn more, Karen can be contacted on email: firstname.lastname@example.org