When organisations think about managing their various services from multiple suppliers and ensuring the overall quality and delivery remains high, they often think about implementing a Service Integration and Management (SIAM) model. This model was originally initiated to support the outsourcing world to provide a central point to coordinate all the parties that deliver services to the organisation.
So, SIAM became a methodology for organisations that work with many different suppliers and want to deal with this process in a smarter and more efficient way. Whilst many enterprise organisations adopted these principles, in todays’ new digital world with multi-sourced operating models, where services are provided by a myriad of teams or organisations, ensuring seamless delivery presents a different challenge.
NWT consultants have seen the introduction of multiple SIAM models across businesses and no two are the same. The role of the Service Integrator is key as it has the role responsible for the delivery of services and for reciprocal collaboration between service providers. This service integrator can be a person, team, department or external party, and can be internal, external or a combination. What is more important is that the role is understood and identified.
This isn’t just a commercial argument but a practical delivery decision and in many cases, our customers look to NWT for help and advice on the best way forward for them. Recent developments in new technologies, turnkey solutions and use of standard industry service models have the ability to address specialised business outcomes but now more than ever, the organisation has to consider the role of the Service Integrator as well as the supporting processes and governance.
Service Integration is the process that will connect the various IT systems, applications, different technologies, cloud applications, and business processes in an enterprise, and will help businesses compete in today’s digital world.