November 26, 2015

Right tooling ensures SIAM success

Dovile Laine

Manager, Retail and Logistic Solutions, ADM, Tieto

In the multifaceted SIAM model, the critical issue is how to get the suppliers in the ecosystem to work together. This is why a company looking to adopt SIAM should pay attention to the correct tooling. Dovile Laine outlines some best practices.

Tools you need for successful SIAM implementation

Good SIAM (Service Integration and Management) tools support the wide range of SIAM processes in a multivendor environment. Because the integration layer needs to support all vendors, present and future, industry-standard interfaces are a must.

True, tools that claim to do the job do exist, but they may need endless configuration. On the other hand, it is most often not useful to try to force all the different parties involved to migrate to the same tool. That is why you should make a point of ensuring the availability of a Configuration Management Database (CMDB) that provides seamless integration to third-party solutions. The idea of SIAM, after all, is to produce business outcomes, and user efficiency and satisfaction are difficult to achieve if most of your IT’s time is spent on configuring the system.

Requirements for SIAM tooling

I already mentioned seamless integration, an aspect absolutely not to be overlooked. Your integration tools have to be able to connect with the tools used by other service providers and make it easy to take on new suppliers and discontinue others as business needs evolve. Process standardization across the vendors plays an important role here.

End-to-end workflows are important. In a multivendor environment, it is likely that an incident or request will require more than one party to resolve or fulfil it. The SIAM Management Office is responsible for that all suppliers comply with the needed requirements. Standard procedures allow an ITIL-compliant workflow from incident to delivery, plus full traceability across vendors.

Perhaps even more important is end-to-end reporting. Regardless of how many and what kind of suppliers you have on the supplier side, for the customer side to be able to follow business KPIs and service SLAs at all times to monitor the impact of the services on business objectives, consistent and coherent “one view” reporting takes a top position.

SIAM tooling checklist

To summarize, this is what you should look for:

  • Easy-to-manage SIAM-compliant processes and services
  • Easy integration into other vendors’ systems
  • On-boarding and off-boarding without issues
  • Easy to train new players
  • Easy to get end-to-end reporting
  • Easy to integrate with other tools if needed
  • No big configuration projects
  • Well-defined and clear user instructions across vendors

Right tooling helps meet business requirements

SIAM consolidates IT services from both internal and external suppliers into end-to-end services that meet business needs and the requirements for performance, quality and cost.

Tools help manage business demands in an organized way and transfer them to IT services implemented with transparency, best practices and traceability.

SIAM will promote stronger ecosystem thinking focusing on end-to-end manageability. This allows business to focus on business, while SIAM provides it with what is needed. For example, if a new application is needed, SIAM collects the business requirements and transfers them to the most appropriate vendors. As a result, business sees only the desired new feature, by using the right tools, without the need to worry about how or where it is produced.

With efficient SIAM tools and an expert partner, your business will see faster responses to business needs, faster time-to-market with new innovations and, in general, less effort required for consuming  IT services seamlessly, no matter how many or what kind of suppliers deliver the services.

Please read more about our approach at and check out our whitepaper here.

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