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What is changing compared to traditional IT service management?

Aki Kupiainen / June 05, 2021

Do you want a cost-effective, scalable and fast value-added IT service ecosystem? Combining DevOps practices with SIAM model you optimise the entire service ecosystem while the teams responsible for the services retain their autonomy.

In our approach, ecosystem members and teams agree common Rules of the Club for themselves, commit to them, and continuously improve them together. This creates a cost-effective, scalable, and business value creating ecosystem where participants trust each other.


What is changing compared to traditional IT service management?

Introduction of self-directed teams that develop services close to the customer has had a huge impact on how ecosystems today are built and managed. Today, only the most specialized teams, if any, are operated by a single supplier. Team collaboration – especially when a team consists of participants from number of organisations - must be seamless, as everything is related to everything.

The commonly used models SIAM, the structured way of managing and governing services, and DevOps, based on tribal culture, agile development, have coexisted for a while already. Many of the challenges today arise from the fact that although these both models impact on each other and partially overlap, they have been seen as separate, stand-alone entities.

Inclusive Empowerment – this is how we call our approach - combines the best of SIAM and DevOps. While traditional service management focuses primarily on managing who does what, Inclusive Empowerment focuses on optimizing why and how the ecosystem as a whole works and what is done there. It transforms traditional, process-oriented service management into a management model that develops and maintains the entire ecosystem; with holistic view and by taking into account the continuously changing nature of the ecosystem.

This approach ensures that through the whole ecosystem there is:

  • smooth collaboration within and between teams (best of DevOps)
  • synergies from common practices such as contracts, communications and tools (best of SIAM)
  • transparency and business orientation of measurement and monitoring (best of SIAM)
  • automation of maintenance and development processes (best of DevOps)


Want to learn more about the benefits of this new way of working, and how to get started?

Download our SIAM + DevOps: from service provider management to empowering inclusive service ecosystems.

Learn more by visiting the SIAM website.

Aki Kupiainen
Senior Management Advisor


Aki Kupiainen

Senior Management Advisor

Jump to the next level of maturity in service management

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