My session was all about how ITIL and SIAM can be used to take your service provision from good to “let’s rock this!” The world and its mum knows that ITIL is the globally recognised framework for ITSM best practice but in a world where outsourcing, co sourcing and multi sourcing models are being more and more common, ITIL alone can’t cope. Enter SIAM; the framework that enables an organisation to manage their service providers in a consistent and efficient way, making sure that performance across a portfolio of multi-sourced goods and services meets user needs. In other words, SIAM is a flavour of ITIL that supports organisations in managing multiple suppliers whilst keeping the user experience seamless for the rest of the business.
We all know that ITIL is inherently all about continual service improvement and a SIAM environment is no different. That said, here are some of the things to look at when looking at SIAM:
Span Of Control
How many vendors can you manage without things being missed, balls being dropped or angry mobs turning up at your door? Look at your span of control and if your numbers of suppliers, partners and vendors is increasing faster than you know what to do with, look at introducing the lead vendor concept to regain some control. Lead vendors.
Understand Vendor Dependencies
However many suppliers or partners you use, the buck will always stop with you from the perspective of the business if something goes wrong. Map out your IT services, how they support business outcomes and which supplier delivers each IT service. The CMDB or a technical view of the Service Catalogue will help you to do this and will enable you to spot any areas of vulnerability so you can plan accordingly.
Organising For SIAM
When preparing for a SIAM environment; having a strategy is key to ensure that you have a holistic view of your end to end service, making sure nothing is lost or missed. This strategy should be used as the basis for policies, procedures and work instructions to ensure that there are consistent ways of working across the board. Each vendor should have a catalogue of service offerings to ensure dependencies are identified and documented.
An effective SIAM environment is all about the relationships between the customer organisation and its partners. Moving to a SIAM model will require a culture change so building a collaborative culture is vital. One way of nixing a blame culture is to use the practice of unconditional positive regard (UPR). UPR is a term credited to humanistic psychologist Carl Rogers and means accepting and respecting others as they are without judgment or evaluation i.e treating everyone with the best of intentions. If all else fails, there might be another term that works – TCB or tea coffee and biscuits!! The overall aim? There’s no more “them” and “us”, there’s simply one team.
As with the span of control, the more SLA, OLA and Contract documentation you introduce into your process, the more admin is required and the more difficult it is to keep things under control. One solution is to have a shared service level agreement across all vendors to cover the end to end service which will encourage collaboration and reduce any potential blame culture. Measurements should be based off this single SLA to communicate how processes are performing, identify any improvement areas and to demonstrate that improvement is happening.
The ITSM tool industry is moving to support SIAM environments. Out of the box integrations, codeless functionality and add ons are all available in the market giving customers options.
- A single point of contact, ownership & control for IT Services
- Clearly defined roles & responsibilities
- Optimised cost of services
- Streamlined management of IT services
- Consistently applied processes
- A more transparent IT landscape
- Increased Customer Satisfaction!
Did you listen to the webinar? Let me know what you thought in the comments!