Trapped in the multiprovider maze?

Process integration shows the way!

Services must function internally and across company boundaries. No matter which processes and tools involved partners use. That is the expectation nowadays. In reality, email and Excel still rule. Lorenz Schnöpf, from Blueponte, Roland Csombai from Lomnido and Peter Karas from Kapsch BusinessCom discussed with around 50 participants of the ITSM partner regulars this week how things should be better in the future. Here is the conclusion of the regulars’ table:

At the beginning, all participants of the round table clearly stated that an increase in the number of different providers have been seen over the past few years. These should also be managed primarily by the internal IT, that much is agreed. The right roadmap or the specific plan for how this should happen is still missing.

The missing service integrator

On this occasion, Lorenz Schnöpf presented the concept of the Service Integrator. This function did not previously exist in companies that operate outsourcing. A service integrator is the function that bears overall responsibility for the holistic provision of services from different suppliers and assumes their control. The service integrator is a single, logical unit that is responsible for the optimal end-to-end delivery of services. Figuratively speaking, the service integrator is a kind of building supervisor or conductor.

This function is a central component of Service Integration and Management (SIAM); the basic work on this model is the SIAM Body of Knowledge.

How can you connect different tools, processes and organizations with one another?

In a sourcing environment where different parties work together, the integration of processes and tools for seamless service delivery is often a major hurdle. Through specialized tools such as the Lomnido SIAM Broker, these challenges can be solved very elegantly. Its use enables seamless integration and collaboration on the process level, as well as quick and flexible connection of new partners and providers.

SIAM oder not?

Is the Service Integration and Management Model what organizations should align themselves with? Or is it a hype that is about to subside? All those who have been working for a long time have seen many management models come and go over the years. So, of course, this question at the ITSM partner’s regular table is also a legitimate one. There is also the current study by Scopism on the prevalence of SIAM in the DACH region and in an international comparison. In a nutshell: SIAM is already widespread as a young management model, especially where the complexity is increasing rapidly. Companies want to take the reins in hand again and better control the performance of their providers. Here the use of SIAM can make an enormous contribution to value. You can find more information on this in the Scopism study.

You could not take part in the virtual ITSM get-together and are interested in learning more about SIAM? Feel free to contact us, or follow us on LinkedIn or subscribe to our newsletter to stay up to date.

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