Topic

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.

ROI Calculator

Calculate your potential saving when you would execute an improvement project in the SIAM area. Fill out 3 sets of information and you will get your answer!

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Amount of end users
Amount of requests per end user and per month
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First Call Resolution rate
Incidents to be coordinated with external serviceproviders
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Process maturity

Maturity incident management
Maturity problem management
Maturity change management
Maturity asset & configuration management
Maturity release management
Maturity knowledge management
Maturity self service
Maturity self service password reset

ROI Calculator

Expected monthly benefits

  • Support cost reduction
    %
  • Business impact reduction
    %
  • Total cost reduction % for service desk
    %
  • Total cost reduction % for 2nd/3rd level
    %
  • Total cost reduction % for registration
    %
  • Total cost reduction % for incident and problem resolution
    %
  • Total cost reduction % for fulfillment
    %
  • Support cost reduction value
  • Business impact reduction value
  • Total cost reduction value for service desk
  • Total cost reduction value for 2nd/3rd level
  • Total cost reduction value for registration
  • Total cost reduction value for incident and problem resolution
  • Total cost reduction value for fulfillment
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Value drivers

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
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?

Demonstrate Transparency
Demonstrate Transparency

How do you track service performance and costs in your multi sourced organization and share that with stakeholders?

Increase Business Value
Increase Business Value

How do you ensure that sourcing decisions in a multi sourced environment are aligned with business priorities?

Manage Risk
Manage Risk

How do you control and manage vendor risk in a dynamic, rapidly changing multi sourced service organization?

Assure Quality of Service
Assure Quality of Service

How do you ensure that Service Delivery meets contractual obligations and user expectations?

Approach

Our approach is aimed at defining projects based on our clear vision on Service Integration And Manegement that lead to gradual increased professionalism of your service organization. We believe in short pragmatic projects that deliver clear results.
 
Our SIAM projects consist of the following steps:
 
  1. 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.
  2. 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.
  3. 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.
  4. 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.
Want to meet us? Contact InfraVision!