Making Siam Work Adopting Service Integration And Management For Your Business [Paperback]

Today IT services are being provisioned through infrastructure that is located within the organizations premises or 3rd party premises. Many IT organizations are also adopting various cloud based delivery models as well. Businesses utilize the IT services for delivering the business services, as business enabler, for business communications, etc. Thus, their reliance on IT and newer technologies is increasing every day. With the advent of outsourcing the IT service delivery is itself dependent on service providers. A study suggests that on average every organization has outsourced to at least 3-5 IT service providers irrespective of the business domain. With multi-sourcing organizations tend to become a hotpot of the various practices from vendors. While at micro level the management lies with the vendors and they can do it well, the overall consolidation of services remains a challenge for the businesses. Since delivery of Services are fragmented in a multi-vendor environment with different service components being sourced from separate vendors, there are grey areas in context of ownership of overall service delivery. Multi-sourced environments rely heavily on the core management competency of the business to deliver seamless services. Also, every organization has certain tools & processes which are unique to them and so is true for the vendor organizations. Thus, complexity of integration of multiple tools, processes and people besides the overall governance in a multi-vendor environment present a perplexing view of services that easily gives up on efficiency and effectiveness. Service Integration And Management (SIAM) aims at strengthening this core and provides the directions to the suppliers and vendors to deliver defined outcomes. This drives effectiveness and efficiency of the services as expected by the business, but not as projected by the supplier. SIAM provides a structure to how the various suppliers interact and support each other. The dependencies betwl³.