How can your organization revolutionize the way it delivers a service to your customers? Reactionary processes are yesterday’s news. Today, it is all about streamlining the supply chain and building IT for IT through Service Integration and Management (SIAM).
The practice of SIAM is nothing new, but the value of incorporating this concept into the service build and transition stages of the delivery process is continuing to evolve.
SIAM has the fortune of sharing many attributes of ITIL®, and using it allows you to pick and choose what service providers your organization needs to deliver the most effective and reliable service. This can be done either in-house or by outsourcing to external suppliers.
Download our latest whitepaper, entitled: “Incorporating SIAM to improve your Service Supply Chain” to discover how embracing the intricacies of ITIL and SIAM can transform your organization’s supply chain.
Effective SIAM brings innumerable benefits to an organization. These include simplified processes, better communication and enhanced metrics and reporting to make the overall service experience meet the demands of the end user.
SIAM is particularly effective in dealing with the following situations:
1. Adding value to the business as a whole
2. Reducing financial, resource and time costs
3. Increasing end user satisfaction
4. Achieving overall efficiency by bringing SIAM and ITIL together
Adding value to the business as a whole
There are several ways in which SIAM can bring real business value to your organization. Developing a common data dictionary and seamless integration enables all parties to operate under the same toolset and processes, reducing confusion and complicated workflows.
An end-to-end workflow within a consolidated CMDB also speeds up the delivery process and generates greater vision within the transition team. This vision ultimate reaps benefits for the end user who experiences the overall service.
Reducing financial, time and resource costs
Reducing the amount of costs within your organization can be vital to ensuring an effective service delivery. Cost comes in various forms: from financial to resources, to time.
Extra time spent on getting a service right, or rectifying issues with a service, can lead to missed deadlines and dissatisfied customers. Good services and/or suppliers also cost money, so a well-drilled organization must consider whether they have the sufficient budget to carry this out.
Finding a lack of expertise or staff further down the line will not be acceptable, so an organization can use SIAM’s reporting and planning functionality to determine whether they need to outsource to more capable suppliers in the first place.
Increasing end user satisfaction
Creating a good service experience begins with becoming customer-centric. But how do you achieve this with SIAM?
Thankfully, it does much of the work for you. By adopting the Plan, Do, Check, Act framework, your organization should be considering the effect of your actions on your customers right along the delivery process. By doing this, clear understanding of the outcomes will be achieved.
Bringing ITIL and SIAM together
There are a number of relatable use cases that merge ITIL and SIAM in the workplace. A hiring manager who is required to arrange the needs of the new start uses Knowledge Management to log requests and inform other parties that jobs have been completed, while perhaps outsourcing to suppliers for basic things like a security card or a laptop.
The most common example is when something goes wrong and Incident Management is initiated. Problem Management then carries out Root Cause Analysis until a solution is found. Once this is completed, Change Management is implemented and Knowledge Management rounds off the process by enabling maximum communication.