Monday, 6 October 2014


An effective multi-sourcing strategy such as that described in the SIAM Model, (Service Integration and Management) needs robust service integration between the individual service towers. An effective SIAM layer needs process excellence at it’s core, clear multi-level Governance (strategic, and operational) and an approach that moves away from products and technologies and instead focuses on end-to-end integrated services. Get Service Integration right and you will achieve cost effective, flexible and demand linked IT service delivery, get it wrong and you will create another level of IT management bureaucracy trying to manage siloed delivery fueled by a finger pointing culture of blame.
Many of the organisations I am working underestimate the investment and cultural changes on both the demand and supply sides needed to make SIAM and success. I want to be clear that the most important critical success factors are process excellence, governance and a change of culture from the providers, managers and consumers of IT services.
Let’s start by trying to understand what Service Integration is within the context of a SIAM. Service Integration is happening today within service providers, they are doing it (or give the illusion that they are doing it) in order to be able to provide a service. They will have a number of component technologies/functions that provide component services that are brought together within the service provider and exposed as a single service that can be consumed by the end user. If for example you are buying an e/mail service form a provider, then they will have hosted servers, applications, application management, network services, service management to deliver, manage and support the service etc.
Fundamentally, what the SIAM model does is to spread this inter-tower service integration across multiple towers who are charged with providing different aspects of the infrastructure and components needed to make-up the end to end service. The SIAM is responsible for integrating different services from different tower providers, orchestrating the actions needed to make this happen and managing the delivery of the end-to-end service (not the component services, the tower providers are still responsible for those) to the end users.

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