Slides from Michelle Major-Goldsmith and Simon Dorst, presenting at the Service North SIAM conference on September 12th with their SIAM based game

1. Selecting a SIAM ecosystem
™ SIAM is a trademark or registered trademark of EXIN Holding BV.

2. Commercial in Confidence | 2
SIAMease - ServiceNorth 12 September 2019

3. Commercial in Confidence | 3
Agenda
SIAMease - ServiceNorth 12 September 2019

4. Commercial in Confidence | 4
Selecting a SIAM ecosystem
SIAMease - ServiceNorth 12 September 2019

5. Commercial in Confidence | 5
SIAMease - ServiceNorth 12 September 2019

6. Commercial in Confidence | 6
Service integrator structure
SIAMease - ServiceNorth 12 September 2019

7. Selecting a
SIAM ecosystem

8. Service Providers
Customer retained
Service Integrator
BRM Strategy management Contract management
(end-to-end) Service
management
CSI (end-to-end) Reporting Supplier & performance
management
Governance & Audit
Service Desk Desktop Server Storage Network Application

9. Commercial in Confidence | 9
Exercise
Case study Service
descriptions
Service
providers
Service component
Cheapest choice
Best choice
Prizes
SIAMease - ServiceNorth 12 September 2019

10. Commercial in Confidence | 10
SIAMease - ServiceNorth 12 September 2019

11. Commercial in Confidence | 11
SIAMease - ServiceNorth 12 September 2019

12. Service Providers
Customer retained
Service Integrator
BRM Strategy management Contract management
(end-to-end) Service
management
CSI (end-to-end) Reporting Supplier & performance
management
Governance & Audit
Service Desk Desktop Server Storage Network Application
SIAMease-CURRENTsolution

13. Service Providers
Customer retained
Service Integrator
BRM Strategy management Contract management
(end-to-end) Service
management
CSI (end-to-end) Reporting Supplier & performance
management
Governance & Audit
Service Desk Desktop Server Storage Network Application
SIAMease-CHEAPESTsolution

14. Service Providers
Customer retained
Service Integrator
BRM Strategy management Contract management
(end-to-end) Service
management
CSI (end-to-end) Reporting Supplier & performance
management
Governance & Audit
Service Desk Desktop Server Storage Network Application
SIAMease-BESTsolution

15. Commercial in Confidence | 15
SIAMease - ServiceNorth 12 September 2019

16. Commercial in Confidence | 16
Lessons learned
• SIAM is more than operations
o ALL providers, across ALL stages, need to be
involved
• A service integrator needs support to establish
themselves as the customer’s agent
o to the service providers, but also with the
customer retained capabilities and other
business units
• SIAM is about people
o collaborationcooperation,
improvementinnovations need to be
embedded
o providers need to be selected based on their
capabilities
• And people need to know about SIAM
SIAMease - ServiceNorth 12 September 2019

17. Questions?
Simon Dorst
simon.dorst@kineticit.com.au
@ITILZealot
Michelle Major-Goldsmith
michelle.majorgoldsmith@kineticit.com.au
@MMG9898

18. This presentation has been prepared by Kinetic IT Pty Ltd ABN 97 072 941 943 (Kinetic IT)
and is for educational or informational purposes only. It does not intend to replace
independent professional judgement, nor does it constitute legal or professional advice.
This presentation contains certain statements which may constitute as “forward-looking
statements” regarding our intent, belief or current expectations in terms of Kinetic IT’s
business operations, market and industry conditions. Such statements are only predictions
and are subject to inherent risks and uncertainties which could cause actual values,
results, performance or achievements to differ materially from those expressed, implied or
projected. No representation or warranty, expressed or implied, is made by Kinetic IT that
the material contained in this presentation will be achieved or prove to be accurate or
complete. Kinetic IT assumes no responsibility and excludes all liability whatsoever
(including in negligence) for any loss or damage which may be suffered by any person as a
consequence of any information in this presentation or any error or omission therefrom.
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