SIAM – How to create an effective model

The Service Integration and Management or SIAM model is the function/capability put in place to manage multiple IT suppliers, and potentially internal functions, and integrate their services to deliver a seamless end-to-end service to the business. Building a SIAM capability is not easy and considerable effort is required to design an effective model that is capable of succeeding.

One of the problems with SIAM is that there is no standard, best practice, industry accepted SIAM model. Organisations are often too quick to transition to a SIAM model without first defining the details of the model. All the individual components of the SIAM function need to be carefully thought through before the organisation issues any RFPs to the market.

This paper (final in a series of three) explores the areas that an organisation needs to consider before building or sourcing an effective SIAM model/ function: operating model structure; process demarcation; technology demarcation; end-to-end service levels; contractual framework; tools and data; resource requirements and governance model.