AXELOS.com

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SIAM and ITIL®

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Our presenter today

Kevin Holland

Service Management

Consultant

Twitter: @ITILspecialist

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Agenda

1. What is SIAM

2. Drivers for moving to SIAM

3. Models for SIAM

4. Principles & Considerations

5. Benefits and Risks

6. Q and A

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1. What is SIAM?

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Definitions

Service integration , Service Integration & Management,

SIAM

Practices, model, and approach to manage, govern, & co-

ordinate delivery of services from multiple service

providers

Service management

Practices, model, and approach for managing delivery of

services from within a service provider (as in ITIL®)

Systems Integration

Technical integration of solutions, technologies, applications

& infrastructure

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Key features of SIAM

Builds on, elaborates, and complements ITIL

Simplifies complexities of managing multi-sourcing

Provides to the business

single point of visibility and control

end-to-end accountability for services

SIAM is a set of capabilities

processes, functions, activities, and principles

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High level conceptual model

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2. Drivers for moving to SIAM

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Multi-sourcing

Many organisations already multi-source

external

internal

combination

Many SIAM methods are not new

Service landscape is evolving

?aaS

Apps

SMEs

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Silos of Service Management

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Silos of Supplier Management

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Spaghetti

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Additional drivers

Disaggregation of Prime contracts

Cost and quality pressures

Invisibility of IT

Supply networks

Best of breed services

Multiple delivery channels

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Poll:

Where are you in your SIAM journey?

1. Fact finding

2. Seriously considering moving to a

SIAM model

3. Currently implementing a SIAM model

4. Already using a SIAM model

5. Providing SIAM capabilities to other

organisations

6. Unsure

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3. Models for SIAM

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Models

Variety of models

Proprietary to providers of

SIAM capabilities

Limited transparency

Tailored for specific

organisations

Varied scope

Common core of principles

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SIAM component model

Logical grouping of capabilities

Component model supports:

Understanding

Consistency

Consolidation

Transparency

Flexibility: services, suppliers, consumers

Cost reduction

Benchmarking

Informed sourcing decisions

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Example SIAM component model

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4. Principles & Considerations

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People

People make SIAM work

SIAM staff need high skill

levels

Soft skills are crucial

Build trust

Use leveraged teams

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Process

Start with a service catalogue and portfolio

Focus on service boundaries and dependencies

Document process interfaces and interaction, not

end-to-end

Support with templates, policies, and standards

Keep SIAM processes simple and flexible

Design for change

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Partners

Define and document

precisely who does what

Flow down

responsibilities and

activities

Build a supportive multi-

supplier culture

Build peer-to-peer

relationships

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Products

Integrate and automate using

tools

Mandating a tool increases

costs and reduces choice

Tools are essential for

Incident management

Service reporting

Service monitoring

Capacity modelling

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5. Benefits and Risks

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Achievable benefits - generic

Improved visibility and

control

Reduced risks

Economies of scale

Optimised costs

Improved customer

satisfaction

Flexibility for future change

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Achievable benefits – specific examples

Improvements in

Service availability

Incident resolution

Problem resolution

Release deployment

success

Capacity planning

Just like ITIL

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Risks of poorly implemented SIAM

Reduced service quality and

availability

Inflexibility for change and new

services/suppliers

Increased business overhead

Costs exceed market rate

Costs of implementation and

operation outweigh benefits

SIAM lock-in

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6. Q and A

SIAM and ITIL Whitepaper

https://www.axelos.com/case-studies-and-white-

papers/introduction-to-service-integration-management

Example model for effective SIAM Whitepaper

Coming soon

@ITILspecialist

Uk.linkedin.com/in/itilexpert/

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