“Simply put, successful multisourcing requires establishing end-to-end visibility, reporting and accountability for services that are delivered by multiple suppliers.”1
-Bill Martorelli, Principal Analyst, Forrester Research
For the past two decades many enterprises managed their IT vendor relationships pretty much the same with batch updates and reviews. That worked well when they were fully outsourcing their IT function with a single service vendor. But, in our hyper-connected world IT departments are managing five times as many providers as they were seven years ago and the pace and scale are increasing.
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Tags: Multisourcing, service integration, ServiceGrid, SIAM
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.
Tags: ITIL, ITSM, MSI, multi-party support, Multi-sourcing, service integration, service management, SIAM