This session discusses the vital importance culture and colleague engagement can have on the successful implementation and subsequent operation of the SIAM operating model within an organisation.
The practical implementation of SIAM can be achieved through the delivery of organisational change, processes, tools and systems - but its full potential can only truly be harnessed through the engagement of those colleagues involved in the delivery and the subsequent creation of an embracing culture that prevails.
In this talk, Ian will discuss why the delivery of SIAM is similar to that of conducting an orchestra, explaining the benefits of operating in this manner, whilst also talking about the types of approaches and activities that could be utilised to establish, build and develop the culture to drive and embed service excellence.
This session would be valuable for colleagues who are involved in IT Service Management and are implementing, or delivering within, new service models, and for those colleagues keen to drive organisational and cultural change to benefit their organisation or client.
Speaker: Ian Thomas
Ian is a successful IT professional with over 19 years' experience of delivering complex solutions and services for a diverse range of clients across multiple industry sectors. He is particularly effective in leading large service organisations to deliver tangible outcomes.
He has a broad range of experience of implementing and working with multiple service models whilst engaging, interacting and influencing stakeholders at all levels in a multi-layered delivery environment.
Ian is passionate about implementing change and working with people to help delivery great client experience and service excellence.
The Orchestral Culture of SIAM (PDF)