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SIAM – What is it? The Ultimate guide to Service Integration and Management

What is the market saying about SIAM? How is it perceived and defined in the industry? Here is the ultimate guide on all you need to know about SIAM.

Kapil Vidhani / June 05, 2021

Service Integration and management (SIAM) is the process of integrating management of multiple suppliers and business services under one single organization and its requirements introduces a way of working which is both comprehensive and collaborative, designed to bring the services provisioned by multiple suppliers together in a way that these services are seamless and can be viewed as one.

This enables the business to have a clear line of sight and extract value that it wishes to from the provisioned services.

What is SIAM?

According to leading market research company: Service integration and management (SIAM) is a role that coordinates and integrates service delivery of multiple internal and external IT and business process service providers in a hybrid IT services ecosystem.

According to EXIN (Certification Authority): Service Integration and Management (SIAM) is an approach to manage one or more service providers (Internal and External) (business services as well as information technology services) and integrating them to provide a single business-facing IT organization. It aims at seamlessly integrating interdependent services from various internal and external service providers into end-to-end services to meet business requirements.

Myths and misconceptions about SIAM: “SIAM is only about vendor management” ; “SIAM is needed only where there are many external vendors” ; “SIAM would take care of solving all tickets for third parties”. “SIAM is only about ITIL process implementation in multi-vendor ecosystem”. “SIAM is service desk for multi-vendor ecosystem”.

Positioning and adoption of SIAM:

As Digitalization, Cloud and IOT Adoption growing, IT Outsourcing ecosystem becoming more complex. Financials are more dynamic, more specialized niche players are part of the ecosystem selling specialist products. Now with everything - as - a- service model business can buy services practically in weeks if not in days just by their corporate credit cards. procurement, Onboarding and Offboarding of a service has become faster. Due to this, demand for SIAM features like structured and standardized governance, control over finances has increased a lot. In this scenario we see this as a huge win – win opportunity to provide SIAM services in the market, SIAM seems to be an idea whose time has come.

Here is an overview of the key strategic drivers for your organisation considering SIAM according to a Global SIAM Survey done in 2020 by Scopism.
SIAM global survey 2020

Key Customer Benefits

  • Simplified IT ecosystem and Supplier governance- structured service management and governance with business and IT suppliers. More control and better performance from suppliers.
  • Improved end user satisfaction through E2E ticket ownership– expect end-to-end resolution time to improve in 10-20% of tickets, and 10-15% reduction in tickets.
  • Ensured business continuity in Major Incident situations– Customer specific, 24/7 Leadership to take over the orchestration of all parties involved. Ownership of the follow-up to ensure that all is done to prevent the same to happen again.
  • Increased direct and indirect cost savings– expect 20-25 % savings to baseline in Service Management, and 10-20% improvement in ticket automation.
  • Focus on business growth– focus on development instead of re-starting your ICT personnel’s thinking process after each interruption from incidents.
  • Flexible resourcing with optimized competences– keep the strategic service management roles in-house, everything else can be sourced on-demand.

TietoEVRY SIAM Offerings

In TietoEVRY we are aligned with above definitions and built the SIAM Offerings accordingly. We have "Full SIAM" offering where we provide our customers with SIAM Service Management, Supplier management and Governance, contract and Financial management of Customer's centralized IT, Service Integration to integrate Processes and way of working with Supplier ecosystem and Tool Solution for Integrating at system level all processes and Suppliers. Also, we have SIAM Consulting Services as door opener.

  • SIAM Service Management Transformation: Service Management advisory, design, and consulting to enable business driven way of working ICT ecosystems.
  • SIAM Service Management: Governance and orchestration of service providers and their services in multi-vendor ecosystem; enhanced beyond the classical service management at Tactical level.
  • SIAM Service Integration: Management of Service Providers’ performance as part of E2E multi-vendor ecosystem. Integrating the service providers at the process and operational level.
  • SIAM Tool Solutions: Single source of truth with Service Management platform for ICT and beyond.

Learn more by visiting the SIAM website.

Kapil Vidhani
Head of SIAM Services


Kapil Vidhani

Head of SIAM Services

Service Integration and Management (SIAM) Fact Sheet

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