itSMFA 2017 July Bulletin Bulletin -July 2017 | Page 5

What is SIAM? for legislative or regulatory reasons.
Service integration and management (SIAM) is a
management methodology that can be applied in an
environment that includes services sourced from a
number of service providers. The service integrator layer of the SIAM ecosystem is
where end to end service governance, management,
integration, assurance and coordination is performed.
The service integrator takes ownership of these activities
on behalf of the customer, allowing the customer
organisation to focus on the activities necessary for their
business. The service integrator is independent from
the retained capabilities, even if it is internally sourced.
Service integration is not a retained capability.
SIAM has a different level of focus to traditional
multi-sourced ecosystems with one customer
and multiple suppliers. It provides governance,
management, integration, assurance, and coordination
to ensure that the customer organisation gets
maximum value from its service providers.
SIAM introduces the concept of a service integrator,
which is a single, logical entity held accountable for the
end to end delivery of services and the business value
that the customer receives.
There are three layers in a SIAM ecosystem:
1.
Customer organisation (including retained
capabilities)
2.
Service integrator
3.
Service provider(s).
Service providers within a SIAM ecosystem are
sometimes referred to as ‘towers’. This term implies
isolation and a monolithic approach, so the term ‘service
provider’ is used instead to convey a potentially more
complex, but also more collaborative structure of service
providers and models.
SIAM Structures
There are four common structures for a SIAM
ecosystem. The difference between each structure is
the sourcing and configuration of the service integrator
layer.
The structures are:
•
Externally sourced
•
Internally sourced
•
Hybrid
•
Lead supplier.
The customer organisation will choose a structure based
on various factors, considering the required objectives,
available resources and capabilities, current maturities,
contractual limitations and time available. Each
structure has its own, specific, benefits and risks.
SIAM Roadmap
Figure: the SIAM layers
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The customer organisation will include some retained
capabilities. The retained capabilities are the functions
that are responsible for strategic, architectural,
business engagement and corporate governance
activities. These business-differentiating functions
typically remain under the direct control and owner-
ship of the customer organisation. Retained
capabilities also include any accountabilities and
responsibilities that must remain with the customer
5 itSMF Bulletin—July 2017
There are four stages in the SIAM roadmap, following
the tried-and-tested lifecycle format:
1.
Discovery and Strategy
2.
Plan and Build
3.
Implement
4.
Run and Improve.
High-level requirements are defined in the first stage.
These are then further developed in the second stage,
before being implemented in the third stage. The fourth
stage is where the SIAM model is operated and
continually improved. Whilst these activities are
presented in a sequential manner, many are likely to be