Outsourcing, Multiprovider, SIAM - how do I put it on paper? Part 2

The key stages of a SIAM implementation.

How can a client guarantee the control of various suppliers for their own information and communication technology? The best method of choice for this is “SIAM” – Service Integration and Management. A practical school of thought for the efficient handling of tasks that result from a large number of suppliers. SIAM offers a catalog of measures for the management and control of the services provided by the suppliers – “providers” – as a whole.

In the first part of the blog – Outsourcing, Multiprovider, SIAM – how do I get it on paper? – I presented the “key stages” of a SIAM implementation. To recap:

  • Discovery & Strategy;
  • Plan & Build;
  • implement;
  • Run & Improve.

In this second part, I will examine the contractual consideration of the “service integrator” in more detail. In the SIAM ecosystem, the “service integrator” is, in a certain sense, the central intermediary between the client and the suppliers. He coordinates and controls the various suppliers for the client and is seen as a central element in preventing problems and optimizing the network IT organization.

Key Stage "Discovery & Strategy".

In the key stage “Discovery & Strategy”, the SIAM strategy, the structure of the SIAM model and an overarching framework of SIAM governance should be defined. The planned design of the service integrator should be an essential part of these specifications. In particular, which entity takes on the task of the service integrator. The following ideal types can be represented:

  • Internal service integrator (staff organization of the client)
  • External service integrator (independent service integrator in the sense of a specially commissioned third party)
  • Service integrator located at the most important supplier or even general contractor (lead provider)
  • Hybrid service integrator (mixed form of the options already mentioned)

Key Stage "Plan and Build".

In the “Plan and Build” stage, the outsourcing contract is drawn up, approved by the client for negotiation with the suppliers and finally concluded between all parties involved. The role of the service integrator as a central feature of a SIAM contract model must therefore already be defined in this stage. The rights that the service integrator exercises for the client in managing and monitoring the interaction of all providers are incorporated into almost all parts of the contract and are to be defined as binding obligations for each individual service provider.

If a hybrid or lead provider – service integrator is chosen, a separate part of the outsourcing contract is usually required to define the content clearly. A specific contract should be drawn up for an external service integrator, which is coordinated with and references to the outsourcing contract.

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