SIAM, what is it?
According to Scopism: Service integration and management (SIAM®) is a management methodology that can be applied in an environment that includes services sourced from a number of service providers. SIAM has a different level of focus to traditional multi-sourced ecosystems with one customer and multiple suppliers. It provides governance, management, integration, assurance, and coordination to ensure that the customer organization gets maximum value from its service providers.
The SIAM ecosystem includes the following layers:
- Customer organization
- Service integrator
- Service providers, which can be internal or external
What does that mean?
Scopism, in the published body of knowledge, states that SIAM is an evolution of how to apply a framework for integrated service management across multiple service providers. It has developed as organizations have moved away from outsourced contracts with a single supplier to an environment with multiple service providers. SIAM has evolved from the challenges associated with these more complex operating models and supports cross-functional, cross-process, and cross-provider integration.
It creates an environment where all parties:
- Know their role, responsibilities and context in the ecosystem
- Are empowered to deliver
- Are held accountable for the outcomes they are required to deliver.
SIAM introduces the concept of a service integrator, which is a single, logical entity held accountable for the end to end delivery of services and the business value that the customer receives.
As Kevin Holland says in An Example ITIL®-based Model for Effective Service Integration and Management Whitepaper,
Effective SIAM seeks to combine the benefits of best-of-breed based
multi-sourcing of services with the simplicity of single sourcing, minimising
the risks inherent in multi-sourced approaches and masking the supply
chain complexity from the consumers of the services. SIAM is therefore
appropriate for businesses that are moving to or already have a multi-
sourced environment. The benefits of a well-designed, planned and
executed SIAM model can be realized by businesses that use multiple
external suppliers, a mix of internal and external suppliers, or several
internal suppliers. SIAM is therefore appropriate for most of today’s
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