This enables the business to have a clear line of sight and extract value that it wishes to from the provisioned services.
However, the question on how the value can be derived from a complex chain of services and suppliers remains for the business. The outcome generally is a perception wrought with confusions and IT is seen as inhibitor for the business, which lacks both proper governance and end to end visibility. Bypassing of IT by different Lines of Business becomes the norm of the day which results in an incomplete picture of services, hard to measure service levels and provide performance visibility.
SIAM plays a major role in ensuring business objectives are aligned and achieved. Henceforth, we explore how SIAM helps different stakeholders achieve the desired outcomes.
The Business IT has a demand for answers to specific questions. Some of these are:
SIAM answers these with providing a management methodology that in turn provides a robust approach helping in sourcing, integrating and managing specialist services, applications & support form external service providers. It allows for a flexible sourcing and service provider models which help reduce operational risk and cost, improve the ability to meet the demands of the business with an integrated and seamless approach. The integrated approach thus achieved from SIAM, helps in realizing a single business facing IT service organization for the End users. Further to the above:
The centralized IT, owing to its specific nature of responsibilities, also looks for a way of working that alleviates its pain points. Some of which are:
SIAM, through its operating model, provides a template for the IT to easily put in place best practices and achieve its objectives that further align with greater business demands. SIAM, through its Governance at operational, tactical and strategic levels, helps bring standardized metrics for the supplier ecosystem. It helps provide an integrated performance management system to help customer understand and manage the overall service provisioned by their partners / suppliers. SIAM thus helps the IT to have a robust structure in place and a clear oversight of the performance of the environment.
In the current multi sourced environment, Suppliers play a crucial role where they now help co-create value with their customers. In such an environment, Suppliers must not only understand and align with their customers’ strategic objectives but also work with other suppliers to provision services that are seamless.
However, most of the times this alignment is not realized as Partners work in silos with less to no sight of strategic objectives. Some of the questions that arise from such way of working are:
SIAM, through its Service Integrator capability, provides platforms for Partners / Suppliers to integrate and understand the overall service provisioning for the customer. This helps demolish the silos and create an environment of true collaboration. It also helps institute Forums and Workgroups where Partners / Suppliers can engage and coordinate with each other to better achieve the said collaboration. The collaborative approach thus achieved helps the Supplier ecosystem to both understand and achieve desired business outcomes.
At the end of the day, it’s the End user who consumes the services and therefore wants the concerns addressed. The demand for consistent customer experience is default and hence some of the questions arising from the community are:
SIAM helps standardize processes and tools which enable a single window of service for Business User. The business user thus feels empowered to manage his resources and issues in an effective manner which in turn improves overall satisfaction for the Services being delivered. While the business user experiences ease of use, IT gets enabled to maintain better control of such services and keep things secured by their ability to enforce standards and policies. There are no wasted hours or lost budget dollars.
SIAM, thus helps put in place an environment which is flexible, controlled and provides a complete view of the services under provision. It helps achieve seamless provisioning of services from best in class suppliers with a clear view of the service level agreements and value derived from such services.
Learn more by visiting the SIAM website.