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Service Integration & Management (SIAM)

Best in Class Service Integration with Service Now

Complexities of Multi-Service Integration

The process of harmonizing multiple IT services can be intricate and challenging. Here are some examples:

Overlapping service specifications
Identifying and managing unintended service gaps or overlaps
Potential conflicts between provider protocols
Challenges in maintaining end-to-end visibility

Powered by Service Now’s process-rich leading ITSM platform, Silver Tree’s Service integration and management (SIAM) solution provides the foundation and practices to enable cross-functional and cross-organizational collaboration of service providers to optimize service quality.

A core component of Vigilance™ ESMaaS platform and operating model, SIAM effectively connects and manages service consumers and providers.

There are six core elements within SIAM:

  1. Demand management: Single point of contact to collect, filter, and channel demand for IT services
  2. Process ownership: Manage and continuously improve end-to-end ITSM process optimization and automation
  3. Service catalog management:
    Ensure all services are cataloged and maintained to enable service visibility and the management of services procured
  4. Performance management: Align and manage key performance indicators (KPIs) and service level agreements (SLAs) across organizational boundaries.
  5. Tool architecture and management: Custody of service architecture, tools, and technology
  6. Governance: Ensure contract and service commitment compliance, and effective cross-provider collaboration

Benefits and Outcomes of SIAM

Building from the core elements described previously, these are the outcomes:

Streamlined IT Services: Small and midsize businesses engage an array of IT service providers. These range from cloud storage vendors to network management agencies. Left unmanaged, these separate services can create significant inefficiencies and communication breakdowns. SIAM consolidates all services, ensuring clarity of communication, projects, and goals, and plays an important part in promoting a shared strategic vision that delivers outcome-based services.
End-to-End Accountability: SIAM provides a robust framework that ensures end-to-end accountability. When an issue arises, SIAM points to the right provider, ensuring swift issue resolution within a closed-loop process. SIAM ensures commitments are understood, tracked, and met. In turn, this enhances business productivity and customer service.
Optimized Vendor Relationships: SIAM acts as a one-stop shop for vendor relationship management. It helps businesses conduct regular contract reviews, address performance issues, and evaluate service quality, and value – all under a single umbrella.
Enhanced Governance, Risk Management, and Compliance: SIAM establishes clear roles and responsibilities leading to transparent and seamless interactions. It ensures regulatory compliance, easier audits, and mitigation of possible legal implications. As a result, businesses can expect improved governance and risk management, while enhancing their credibility and trust amongst stakeholders.
Boosted Operational Efficiency: SIAM streamlines and simplifies businesses’ IT operations. It delivers end-to-end accountability, holds vendors to account, and reduces risks. As a result, the returns on human and capital investments in the IT department are maximized. Moreover, the employees receive improved levels of service, driving more efficiency and productivity to the business as a whole.

How Silver Tree Can Help Implement SIAM

While SIAM provides many benefits, it’s not always easy for small to midsize enterprises to execute SIAM on their own. This largely stems from limited resources, lack of in-house expertise, and complexities innate in multi-service integration. 

Silver Tree has a firm grasp of SIAM service integration, management principles, and the technical capabilities for a robust implementation. Our in-house teams have the comprehensive knowledge and skill set needed to perform SIAM effectively. 

  • Integration via in-depth technical understanding
  • Necessary technical and management skills 
  • ITSM tools, processes, and expertise
  • Proven Silver Catalyst™ implementation methodology

Learn more about how Silver Tree’s Service Integration & Management solution fosters teamwork among your service providers to enhance and refine service quality and compliance.