Our friends over at Cherwell recently conducted a survey on all things SIAM and I was lucky enough to catch up with Andy White, Vice president & General Manager for EMEA to talk through some of the findings.
Andy’s take on SIAM:
“SIAM provides a performance regime to govern and control so organisations only pay for things they can use and access. It delivers explicit service integration parameters that govern performance, availability, quality but more from a user’s perspective rather than a commercial or vendor perspective. It supports the skills and capabilities required to manage third-party suppliers in a commodity-based environment. SIAM’s really delivering an open view, an open standards view, to delivering workflow, reporting, financial metrics in the entire service delivery to the ultimate end customer.”
In other words, SIAM is a way of delivering value to customers via multiple suppliers in a seamless way that ensures performance, availability and quality requirements are taking care of. As Andy put it, the bow tie is getting bigger. On one side you have customer perception and on the other side you have the technology available with IT in the middle. Drones, the Internet Of Things, AI, as technology becomes more and more accessible, customer expectations will increase meaning IT departments have to deliver in order to stay relevant.
Here are some of the highlights of the Cherwell study:
- SIAM isn’t going anywhere. 45% of the survey respondents managed between 21 and 100+ suppliers and nearly a third of all respondents had already implemented SIAM.
- Those at the sharp end of IT operational issues better understand the benefits of SIAM. The research found that more senior IT professionals (38%) have implemented SIAM processes compared with director level respondents (21%).
- Whilst obtaining reports and metrics is deemed easy, managing risk is harder. An enormous 93% of those surveyed reported being able to access management information easily. Managing risk effectively in a SIAM environment is a tougher prospect with over 24% of respondents admitting to finding it hard or very hard to assign tangible risks in a multi vendor environment.
- Service Management is maturing; 76% of respondents had an integrated Service Catalogue in place to enable end users to select business services.
The top 3 takeaway findings from this survey:
- Everyone knows SIAM.
- We need to be having the right conversations with C level and above so that SIAM gets on the business agenda.
- We need the right tools to be able to visualise performance. Dashboards and reports will supply C level intelligence and help to drive performance.
You can check out the survey in full here. What do you think? Let us know in the comments!