A short introduction Service Integration and Management (SIAM). SIAM is a best practice for managing multiple vendors and partners of both business and IT services. It aims at seamlessly integrating interdependent services from various service providers into one end-to-end service.

1. Service Integration and
Management (SIAM)
© BPC de Boer 2023

2. Managing multiple service providers
 Service Integration and Management (SIAM)
 SIAM is a methodology used to manage multiple service providers and to integrate them
seamlessly to provide a single business-facing IT organization.
 SIAM supports:
 Cross-functional integration
 Cross-process integration
 Cross-provider integration
 The SIAM methodology encompasses:
 Practices
 Processes
 Funtions
 Role
 Structural elements

3. Purposes for a SIAM approach
 Purpose:
 Obtain benefits of multi-sourcing of services with simplicity of single sourcing;
 Minimize risks of multi-sourced approaches;
 Masking supply chain complexity from consumers of services;
 Allowing customer organization to focus on their business rather than focusing on service
providers and technology;
 Assurance of the performance of individual service providers and over the end-to-end service

4. Drivers for a SIAM approach
 Drivers:
 Service satisfaction
 Service and Sourcing Landscape
 Operational Efficiencies
 External
 Commercial
Global SIAM Survey 2020
www.scopism.com

5. SIAM Ecosystem
Customer Organization
Service Integrator
Internal / External
Service Provider 1
Internal / External
Service Provider 3
Internal / External
Service Provider 2

6. 4 common structures
 Externally Sourced Service Integrator
 Internally Sourced Service Integrator
 Hybrid Service Integrator
 Lead Supplier
Global SIAM Survey 2020
www.scopism.com

7. SIAM Roadmap
 A plan for the implementation of
SIAM as part of an organization’s
operating model.
 Using a roadmap for the
implementation has several
benefits, including:
 Defining the SIAM requirements;
 Providing a planning framework;
 Determine appropriate SIAM
structuure and SIAM model;
 Guiding the implementation;
 Directing ongoing continual
improvement.
Global SIAM Survey 2020
www.scopism.com

8.  4 Iterative stages:
SIAM implementation key stages / SIAM Roadmap
Discovery
and
Strategy
Plan and
Build
Implement
Run and
Improve

9. Common SIAM considerations
 Complexity
 Different layers, different parties, process integration, interactions
 Ownership of the End-to-End process
 Customer is ultimately accountable for the outcome
 Service Integrator is accountable for the design over the overall process and owns its own local
processes.
 Service Providers own their own local processes and ensure to comply with the overall processes
 Toolset
 Which toolset owned by whom?
 Data and information
 Ownership of the data
 Consistency
 Access to shared assets
 Responsibility for improvement

10. Benefits of an SIAM enviroment
Global SIAM Survey 2020
www.scopism.com
 SIAM provides
 Governance;
 Management;
 Integration;
 Assurance;
 Coordination.
 Value from:
 Improved service quality
 Optimized costs and increased value
 Improved governance and control
 Improved flexibility and pace

11. Challenges and Practices
People Practices
 Challenges:
 Conflicting objectives, organizational strategies and working practice
 Reluctance to share knowledge
Process Practices
 Challenges:
 Service providers do not integrate their processes or share process details
 Gaps between process activities
 Time-consuming and manual reporting
 Poor relationships between service providers/blame culture
Meausurement Practices
 Challenges:
 Lack of strategic requirements
 Reluctance to share information
 Inability to map end to end workflow
Technology Practices
 Challenges:
 Ineffective legacy tools
 Defining the toolset scope
 Non-compliant service providers
 Lack of automation
Global SIAM Survey 2020
www.scopism.com

12. Thank You!
For more info:
www.bpc-deboer.nl
© BPC de Boer 2023