Modern service organizations no longer provide all services to their customers themselves. Services are outsourced to internal and external partners for optimal functionality, quality or costs. The role of service provider thereby shifts (in part or in full) to a service broker, coordinating services and support from various suppliers. Service Integration and Management (SIAM) focuses on managing these suppliers to ensure the delivery of end-to-end services to your customers.
We look critical at the value that our services add to you as our customer. A SIAM project we carry out should add value to your service organization as well as to your customers. From experience we learned that that value can be compiled into the following five value drivers:
Optimize IT Costs
How do you get the most out of every internal and external service provider to make better resource allocation and sourcing decisions?
How do you track service performance and costs in your multi sourced organization and share that with stakeholders?
Increase Business Value
How do you ensure that sourcing decisions in a multi sourced environment are aligned with business priorities?
How do you control and manage vendor risk in a dynamic, rapidly changing multi sourced service organization?
Assure Quality of Service
How do you ensure that Service Delivery meets contractual obligations and user expectations?
- During the first step we perform a number of workshops to examine together with you how your service architecture can be identified based on your service catalogue. On the one hand we look whether your service catalogue is aligned with the expectations of your client organization. On the other hand we examine whether and how your agreements with your customers with respect to services are aligned with the agreements you have with your suppliers. This step results in a description of your service architecture and an overview of the data architecture for your service management tooling.
- In the second step, the processes in your service organization are determined based on the processes and workflows supported by the service management application. We determine with you how your processes can be optimized, which results in a plan to change your service organization.
- In the third step the data architecture is translated - in combination with an analysis of your IT environment - into a design for the service management application you have selected, including the required interfaces with your IT infrastructure.
- In the fourth step your employees are trained in the new procedure and the use of the supporting application. During this process your organization is also coached in further developing a service-oriented culture and creating a transparent, business-oriented service organization.