Will SIAM help?

Recently the focus of SIAM (service integration and management) has increased within certain areas of the IT industry, with the perception that this still relatively unheard way of working will offer the required solutions that IT departments need to manage multiple suppliers.

Now, SIAM is not a new concept by any stretch of the imagination. IT departments have been managing multiple suppliers for years either under the names of service integration, multi-sourcing service integration or even just supplier management, but the latest naming convention of SIAM seems likely to stick.

What makes SIAM the solution that will solve the headache of inflexible supplier contracts, poor end to end service and a desire to save money? The answer, as far as the conversations I have had recently, is down to better supplier engagement. For some organisations that are under-taking these transformation pieces the required benefit that must be met is down to service improvements. Other factors such as flexible contracts, desire to reduce costs and reduce management overhead are most certainly desired outcomes but not always at the top of the list.

It has to be said that the SIAM approach will not work for every organisation, and there are many examples where it hasn’t worked, but looking into these it could be questioned if the required outcomes were ever likely to be achieved in the first place - this is of course down to those organisations involved to determine, and it’s all too easy to say where they went wrong after the event. For those that are planning this journey (it won’t necessarily be quick solution to implement and alter the way of in-grained working) careful consideration needs to be done up front on why they are planning on doing this, what they classify as a success, and whether the entire IT department (any the rest of the organisation to some extent) have bought into this change.

Decisions need to be made from the top down to ensure that all departments are working together to achieve the common goals, as with most new initiatives success is only possible if everyone can understand why and how the changes will affect them and be given continued support to accomplish them.

So will SIAM help? Yes for some and no for others. There is no ‘one size fits all’ approach to anything in IT, but in my opinion this ‘new’ way of working certainly has promise.

The BCS and ITSM Review will be jointly hosting their second skills workshop on the afternoon of 17 November on the topic of SIAM with the aim of giving an independent view on a number of topic areas. Those attending will be able to hear from expert speakers and industry peers, as well as having some fun and an opportunity to ask questions to a panel of speakers.

Places are limited but you can find more information and sign up.

Dave Kelsey
As a product manager at BCS, Dave is responsible for the development of IT service management products to ensure that people have the right skills that will lead to the continued use and successful implementation of IT service management

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IT service management is about delivering, supporting and managing IT services in an effective and efficient way. This blog provides a platform for experts across a variety of ITSM roles to share their insight and best practice for people to embrace new ideas to improve processes and performance.

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