The document discusses Service Integration and Management (SIAM), defining it as a structured approach to managing service delivery from multiple providers. It outlines drivers for adopting SIAM, including multi-sourcing and evolving service landscapes, while highlighting principles for effective implementation such as skilled personnel and clear partner responsibilities. Additionally, it covers potential benefits like improved visibility and cost optimization, alongside risks associated with poor implementation.

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SIAM and ITIL®

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Our presenter today
Kevin Holland
Service Management
Consultant
Twitter: @ITILspecialist

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Agenda
1. What is SIAM
2. Drivers for moving to SIAM
3. Models for SIAM
4. Principles & Considerations
5. Benefits and Risks
6. Q and A

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1. What is SIAM?

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Definitions
Service integration , Service Integration & Management,
SIAM
Practices, model, and approach to manage, govern, & co-
ordinate delivery of services from multiple service
providers
Service management
Practices, model, and approach for managing delivery of
services from within a service provider (as in ITIL®)
Systems Integration
Technical integration of solutions, technologies, applications
& infrastructure

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Key features of SIAM
 Builds on, elaborates, and complements ITIL
 Simplifies complexities of managing multi-sourcing
 Provides to the business
 single point of visibility and control
 end-to-end accountability for services
 SIAM is a set of capabilities
 processes, functions, activities, and principles

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High level conceptual model

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2. Drivers for moving to SIAM

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Multi-sourcing
 Many organisations already multi-source
 external
 internal
 combination
 Many SIAM methods are not new
 Service landscape is evolving
 ?aaS
 Apps
 SMEs

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Silos of Service Management

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Silos of Supplier Management

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Spaghetti

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Additional drivers
 Disaggregation of Prime contracts
 Cost and quality pressures
 Invisibility of IT
 Supply networks
 Best of breed services
 Multiple delivery channels

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Poll:
Where are you in your SIAM journey?
1. Fact finding
2. Seriously considering moving to a
SIAM model
3. Currently implementing a SIAM model
4. Already using a SIAM model
5. Providing SIAM capabilities to other
organisations
6. Unsure

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3. Models for SIAM

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Models
 Variety of models
 Proprietary to providers of
SIAM capabilities
 Limited transparency
 Tailored for specific
organisations
 Varied scope
 Common core of principles

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SIAM component model
 Logical grouping of capabilities
 Component model supports:
 Understanding
 Consistency
 Consolidation
 Transparency
 Flexibility: services, suppliers, consumers
 Cost reduction
 Benchmarking
 Informed sourcing decisions

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Example SIAM component model

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4. Principles & Considerations

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People
 People make SIAM work
 SIAM staff need high skill
levels
 Soft skills are crucial
 Build trust
 Use leveraged teams

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Process
 Start with a service catalogue and portfolio
 Focus on service boundaries and dependencies
 Document process interfaces and interaction, not
end-to-end
 Support with templates, policies, and standards
 Keep SIAM processes simple and flexible
 Design for change

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Partners
 Define and document
precisely who does what
 Flow down
responsibilities and
activities
 Build a supportive multi-
supplier culture
 Build peer-to-peer
relationships

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Products
 Integrate and automate using
tools
 Mandating a tool increases
costs and reduces choice
 Tools are essential for
 Incident management
 Service reporting
 Service monitoring
 Capacity modelling

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5. Benefits and Risks

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Achievable benefits - generic
 Improved visibility and
control
 Reduced risks
 Economies of scale
 Optimised costs
 Improved customer
satisfaction
 Flexibility for future change

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Achievable benefits – specific examples
 Improvements in
 Service availability
 Incident resolution
 Problem resolution
 Release deployment
success
 Capacity planning
 Just like ITIL

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Risks of poorly implemented SIAM
 Reduced service quality and
availability
 Inflexibility for change and new
services/suppliers
 Increased business overhead
 Costs exceed market rate
 Costs of implementation and
operation outweigh benefits
 SIAM lock-in

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6. Q and A
SIAM and ITIL Whitepaper
https://www.axelos.com/case-studies-and-white-
papers/introduction-to-service-integration-management
Example model for effective SIAM Whitepaper
Coming soon
@ITILspecialist
Uk.linkedin.com/in/itilexpert/

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