Key Elements of SIAM

• Service Management Strategy - a long term plan to implement the various elements required. Not all of this can be done at once.
• Sourcing Strategy a comprehensive plan including building internal capabilities, functions & roles to manage suppliers effectively.
• A Service-Focussed Approach organised around delivering the services required (Service Catalogue) at the level the business needs (Service Level Management) as well as the underpinning technology. Fostering a culture and environment where everyone can be successful.
• A Lifecycle Approach IT Departments have evolved from a purely Operational (and technology-based) focus. Transition, Service Design and Strategy and Continual Service Improvement are required for long-term Service Delivery planning.
• Shared Goals and Targets An alignment of purpose across all suppliers.
• A common (or federated) Platform Workable options to integrate all suppliers.
• Service Co-ordination - A Service Management Office (SMO) that contains Service (including supplier) and Process Managers.
• Governance A common framework where all providers are assessed against their performance, measured for continuous improvement, and which addresses any changed requirements.
• Data and Reporting Reliable data and one source of truth for effective decision making.
• Integrated Service Desk  A single point of contact and seamless experience for all customers.
• Supplier Management  A rigorous approach to engagement (contracts), alignment (shared goals and targets) and management (effective governance).
• Standards and Frameworks Common processes and language embedded within supplier contracts. Based on frameworks such as ITIL®, COBIT® and PRINCE2®.
• Transition Capabilities  Ability to flexibly transition providers in and out as needed, with well documented cookie-cutter processes.