Cisco TelePresence is designed to create a virtual reality, to make you feel like you’re face-to-face with people, no matter how far away you are in the world. That used to take a lot of complex, standardized, in-room design, color, lighting and deployment. We had to custom-build the rooms, put in special lighting and tables, and more. Each new room was an added expense. I have to admit, though, the end result was awesome. Working with people over immersive telepresence, I pretty much forget the technology after a few minutes, and I’m not really aware of anything but being in the same room with the people in front of me.
The acronym SIAM stands for Service Integration And Management, and it is a hot topic in the world of IT Service Management…..but why? Service integration models have been around awhile, but are evolving from the challenges of managing a small number of large service partners to a model of managing a larger number of smaller partners. As the services and businesses become more critical or complex, the level of service integration becomes deeper. SIAM builds on the ITIL framework, and expands it.
What is SIAM?
- According to Wikipedia: “Service integration and management (SIAM) is a framework for managing multiple suppliers of information technology services and integrating them to provide a single business-facing IT organization.”
- The UK Government defines it as “Service integration and management lets an organization manage it’s service providers in a consistent and efficient way, making sure that performance across a portfolio of multi-sourced goods and services meets user needs.”
- Kevin Holland, ITIL expert is a bit more specific “Service Integration and Management(SIAM) is both a model and a function which provides a single point of accountability for the service management and delivery of all services provided by internal and external service providers, by taking responsibility for and assuring suppliers performance , coordinating delivery, integration , and interoperability across multiple providers, and providing the necessary governance on behalf of the users.”
Essentially, it is about keeping (or recovering) control – IT organizations use more and more external support providers today, and managing these relationships is getting more complex. SIAM might be the answer to this challenge, because it is all about how IT will deliver the capability to achieve end-to-end service excellence in an increasingly complicated environment by actively managing all aspects of service performance. Basically, it supports businesses by helping them get the most out of their outsourced and externally managed services.
Why is SIAM important now?
SIAM is in the spotlight of the key analyst groups, Forrester and Gartner. Spending on external and internal IT services is higher than ever; However, according to Gartner’s 2014 key metrics survey, only 11% of respondents say that they have mastered their approach to sourcing, and 89% need to improve competencies and significantly raise their maturity levels in order to manage multi-sourcing successfully. (Source) These metrics show large future potential for SIAM.
If you decide to research SIAM further, keep in mind that SIAM is sometimes referred to as MSI (Multi-sourcing Service Integration)
Are you using or considering a SIAM framework? I would love to hear your thoughts.
- SIAM Future Model Approach – Government Procurement Service
- Understanding SIAM – Kevin Holland Interview
In the second part of my blog series I want to cover one of the main concerns that Services Providers are facing as they explore moving to NFV and that is performance and scalability. Common concerns I hear center around latency, throughput, queuing capabilities and security. These are valid concerns since SP’s have service level agreement (SLA’s) with the their customers which lead to penalties if performance drops below the SLA. So will a virtualized network function perform at the same level as a purpose built networking device? Read More »
Recently I was speaking to someone (Mike from New Jersey) at Cisco Live and they were raving about their journey to the Flexpod. They were seeking the best compute, networking and storage yet didn’t want to be boggled down with details when it came to the purchasing process. Converged systems like this are relatively new, and honestly Read More »
Seven years ago, many people (including my mother-in-law) thought I had made a career-ending decision to accept a high-risk assignment and relocate to India. My mission: build from the ground up Cisco’s second headquarters, a Globalization Centre East in Bangalore focused on innovation, talent and partner development that envisioned 10,000 employees in three years, including the top 10% of worldwide talent. My charter included developing a world-class technology campus that also served as a showcase for incubating and advancing Smart City services worldwide, and to become the most relevant ICT company in India.
Was it the right decision?
Although half a world away from Cisco’s corporate headquarters in the Silicon Valley, I thought the new job was still full of great promise. India was and still is the world’s largest democracy, had a growing talent pool, a zest for innovation, a co-operative government, aspirational middle class and a potentially huge economy purring along at 8% annual growth.
In four years, we partnered with national and local governments as well as an ecosystem of commercial businesses to architect and develop a fully networked campus.The Smart + Connected Community inBangalore integrated building systems with IT systems and applications onto one IP network, enveloped by artfully designed buildings and collaborative work spaces.
Today, the 1-million-square-foot Globalization Centre East campus employs more than 11,000 people, houses Cisco’s Research and Development, IT and customer support teams with the best talent in industry. The campus also meets my original charter as the incubator for validating our industry-leading Smart + Connected Communities, especially Smart Cities, which today has projects on nearly every continent worldwide, encompassing more than 90 engagements.
All that has been extremely rewarding to see, but was it the right decision?
We achieved every critical objective except one: growing ICT technology throughout India itself. In my four years of living in India and after a number of subsequent trips revisiting there, I now realize that the promise and opportunity of India can be unpredictable. After several years of nearly double digit growth, India’s economy spiraled down, experienced high inflation, a weakening rupee, allegations of government corruption and financial policy decisions that spooked the international investment community.