By Dick Stark
Last week I attended an itSMF webinar, “Introducing SIAM (Service Integration and Management).” I tuned in because SIAM was new to me and I wanted to learn more. SIAM is an adaption of ITIL that focuses on managing the delivery of multiple suppliers. It is not a framework or process. SIAM is a service capability and set of practices that build on and compliment ITIL. Is SIAM something that we should be aware of, and how can SIAM help RightStar better meet the needs of our customers?
SIAM Component Model:
Although SIAM is relatively new and fast evolving, I hadn’t heard of it until last Wednesday. Yes, there is a 240-page Body of Knowledge that goes along with it, and a consortium of organizations that have helped roll this out. EXIN is even starting to offer an accreditation program, and IT consultancies like Scopism, which helped developed the body of knowledge, now offer SIAM training classes. I’m not sure this is something we all need—a new set of books to read and classes and certifications to consume. Yet, there is a growing need for the SIAM approach due to organizations that wish to use multiple suppliers to deliver integrated services, the increasing complexity of the IT value network, supply chain, and service provider characteristics.
When learning about SIAM what struck me was the similarity of the Federal Systems Integrator (Beltway Bandit) Community. Over the years, RightStar has been a subcontractor many times to organizations like GDIT, CSRA, CACI, and Leidos on very large, potentially multi-billion-dollar IT contracts. In all cases each Prime contractor uses multiple disaggregated suppliers or subcontractors that are focused in a particular IT area—infrastructure, desktop services, help desk, security and so on. And as a result of being part of the proposal process, I have observed that each SI has its own SI methodology that is explicitly detailed to include enterprise architecture, supply chain, project portfolio management, risk and quality management, ITIL process, integration, KPIs, and service catalogs, to name a few. What I’ve observed is how similar each SI’s methodology is to each other’s, yet there is no standard, hence the need for SIAM. In sum, SIAM can be used to provide a single point of visibility and control for service management and the delivery of all services provided by suppliers. It is all about end-to-end accountability for the performance of IT services to the users, coordinating delivery, integration and interoperability across multiple services and suppliers and providing the necessary governance on behalf of the business.
What’s in it for RightStar partners BMC or Atlassian? Both offer extensible platforms that provide end‑to‑end service management, analytics, and accountability for all services. With toolsets like Remedy 9 or Digital Workplace, or JIRA Software or Portfolio, customers can benchmark service delivery performance, hold suppliers accountable to KPIs and provide the communication and incentives for suppliers to better work together.