Listening to others talk about Service Integration and Management (SIaM) last week strangely made me think about more domestic matters – trying to find a cleaner for my house. I will explain….
SIaM has appeared as the IT industry has matured beyond outsourcing on the basis of ‘your mess for less’ towards maximising the benefits of a multi-supplier environment through strong integration and management expertise from a Service Integrator capability. As business gets busier and more complex, finding help to provide this capability frees up the organisation to concentrate on the business itself.
SIaM however does not offer a one size fits all solution due to the many organisational parameters such as the existing capabilities, contractual and cultural matters to name but a few. Plus, how much ‘mess’ do we really want managed? It’s very attractive to have problems tackled; overall governance and control, operational efficiencies and effectiveness across suppliers, streamlined processes, reporting, monitoring and even having ‘one throat to choke’, but what about financial management, invoicing, budget control, programme approval, target setting, technical architecture & service strategy design and intimacy with the business itself? Would an internal IT team be happy for an external Service Integrator to have a better relationship with business users than themselves?
We all know people who feel the need to clear up on the day before the cleaner arrives. Personal items and correspondence that perhaps we don’t wish the cleaner to see, things that we do not want the cleaner to touch and items that we are simply embarrassed about. On top of that we may want to enforce the use of certain products (maybe we don’t like the ones the cleaner uses) and the way things actually get cleaned. Enforcing our tools and processes on services already designed for efficiency and economy may have a serious impact on SIaM effectiveness.
So should we do it ourselves? That brings us back to square one – no time to do it, other priorities and most likely a lack of skills and expertise in the first place.
Finding the right solution takes time. Value for money, trust, consistent delivery and continual improvement are all important aspects. Don’t hurry, take your time, ask a number of experts and decide what you really need your Service Integrator partner to do.
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Listening to others talk about Service Integration and Management (SIaM) last week strangely made me think about more domestic matters – trying to find a cleaner for my house. I will explain…. SIaM has appeared as the IT industry has matured beyond outsourcing on ...