May 12, 2016

Optimize your multivendor ecosystem

Dovile Laine

Manager, Retail and Logistic Solutions, ADM, Tieto

Ecosystems are the future of truly business-supporting IT – but how to get to grips with the inevitable multitude of the best-of-breed services you’re using to make your business prosper? Dovile Laine explains what to do to safely take the first step towards an end-to-end service sometimes comprising hundreds of suppliers.

Organizations are increasingly finding that they can fulfil their function and reach their objectives better if they work with skilled partners than if everything is done in-house. This leads to a multivendor operating environment where different services are bought from a variety of suppliers.

If these services are unmanaged, or if they are managed in a disorganized way, the benefits of a true ecosystem will not be realized. If the multivendor ecosystem does not function to serve your business goals, it will only be an administrative burden that loses sight of goals, targets and KPIs. Even investment in expensive tooling, processes or experts, or changing suppliers, will not answer the fundamental question: how does the ecosystem deliver value to your business?

For an IT ecosystem to truly serve the business, it should be agile, seamless, transparent and flexible.

SIAM consolidates all external services

The solution to deal with these issues is Service Integration And Management (SIAM). It hinges on a SIAM Prime Supplier whose job is to integrate all suppliers and all services under one single point of contact and responsibility.

Hitting bumps in the road

Before jumping headlong into SIAM, though, you need to analyse gaps in your current IT setup and understand issues that may be present in your current environment. The most common issues many companies need to deal with are:

  • There are no OLAs (Operational Level Agreements) between vendors. Fulfilling SLAs (Service Level Agreements) to the letter is of no use if it does not benefit the overall operation.
  • ITSM (IT Service Management) tools do not support smooth collaboration in a multivendor environment, or are used in a way that hampers collaboration.
  • No common management office is in place, resulting in poor alignment of the different vendors.
  • IT operations are not transparent for the business
  • Escalation and communication mechanisms in your and the suppliers’ organizations are unclear or not communicated well.
  • Complex business processes that involve multiple vendors are poorly or not at all automated. There is no integrated business service catalogue.

You need to secure that all the obstacles are ironed out to make your service integration effort a success.

Plan your SIAM journey the right way

The first step towards a SIAM setup that delivers true business benefits is a SIAM maturity assessment. It should look at your business needs, create a SIAM strategy to meet those needs, identify issues where IT development is required and provide a roadmap to implementation.

Tieto has created a starter package called SIAM Journey Planning to this end. In brief, your and our experts will together analyse your current state, define the desired future state based on your business needs, determine concrete initiatives, and finally provide a prioritized action plan and SIAM roadmap.

The workshop focuses on five capability elements and compares them against common maturity criteria.

SIAM-ready organization and governance – How the organization meets functional and operational requirements.

Integrated service catalogue – Creates the relationship between the service components and the business services.

Processes – What is needed for end-to-end service management processes in the right depth and breadth for operational control.

Tools and reporting – Determines common tooling and reporting for integrated processes and data transparency.

Roles and skills – Clearly defines the roles and responsibilities in the context of the overall operating model and defines the skills required.

After the workshop is completed, Tieto will provide you with a results package that contains

  • The maturity assessment results, complete with a comparison with the industry benchmark. This is given in the form of a chart for quickly seeing where your company stands in comparison with other companies in your industry.
  • An assessment report with the key findings highlighted and explained. The report also includes development priorities, and its is delivered in the form of a PowerPoint slide deck.
  • The suggested approach and an action plan to help you take SIAM services into use. This is also delivered as a slide deck.

As a result of the assessment, you will have a focused idea of the prioritized SIAM building blocks, together with a clear vision and timeline needed to move forward towards a successful SIAM implementation that provides real value to your business.

To find out more about Tieto Sustainable SIAM, read our white paper at or have a look at the insights below.

How to get the best from your IT service providers
SIAM – a passing trend or here to stay?
How to bring business closer to IT services? 
What will change with SIAM, what will remain the same?
How to get started with SIAM and what is its budget impact?
Right tooling ensures SIAM success




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