/Xurrent
Service Integration and Management (SIAM)
Maximize Innovation Speed and Transparency
SIAM helps organizations control their internal and external service providers (aka dynamic sourcing of service) and ensure integrations are standardized. SIAM is a prerequisite for dynamic sourcing, enabling organizations to maximize innovation speed.
Used in combination with other service management principles and frameworks, SIAM has a clear impact on service management tool requirements.
Reduce service complexity. Improve operations.
Why SIAM is essential
Increasingly, enterprises are looking more critically at the tools used to support their internal support processes. CIOs are under pressure to deliver quicker on key innovation initiatives. Digital transformation is happening everywhere, requiring extensive knowledge of new technologies. The IT department usually does not have all the necessary in-house experience.
On top of that, it does not make practical or financial sense for a CIO to hire and retain experts on all the new technologies necessary for the organization’s digital transformation.
An ITSM solution that supports out-of-the-box collaboration with providers and enables quick on or offboarding of such providers — aka, SIAM — is essential.
The SIAM structure
A SIAM ecosystem has three layers:
- Customer Organization
- Service Integrator
- Service Providers (both internal and external)
Each layer ensures effective end-to-end management of services and maximum value to the customer organization stakeholders.
Let’s look a bit more at #2.
Service Integrator Layer
The four most common ways organizations set up their SIAM service integrator layer are:
- Internal service integrator: the customer organization staffs the service integrator layer
- External service integrator: the service integrator layer is fully outsourced to a specialized SIAM firm
- Hybrid service integrator: the service integrator layer is partly outsourced
- Lead supplier: one of the customer’s managed service providers staffs the service integrator layer
Organizations often move from one option to another depending on leadership preferences, the company’s size, and so on.
Fortunately, Xurrent supports all 4 options.
True SIAM Capability
Take advantage of multi-vendor capability, ones that support service chains of dynamic scaling and onboarding.
Collaborate at Scale
Deliver superior customer service with internal and external service providers working together. Eliminate service delivery friction.
Fast & Easy Integration
Digitally onboard and connect to third-party providers without downtime, ensuring rapid deployment and operation.
Benefits
/ Enhanced Service Transparency
Gain full visibility across all service providers and their performance, leading to improved decision-making and accountability within the organization.
/ Seamless Multi-Provider Coordination
Effortlessly manage multiple service providers, both internal and external, ensuring smooth collaboration with fewer service disruptions.
/ Significant Cost and Time Savings
Reduces administrative overhead and eliminates inefficiencies in service delivery thanks to an integrated and automating service management.
/ Improved Vendor Performance
Hold service providers to a higher standard with centralized control and regular performance evaluations. Consistent quality. Timely service.
/ Better Customer Experience
Reduce delays and confusion with a unified service delivery model. Customers enjoy faster, more reliable service.
/ Flexible and Scalable Solution
No need to compromise efficiency. As your organization grows. Easily accommodate new vendors and scale service operations.
Recognition & Trust
Leading industry analysts recognize Xurrent as a top IT service management solution and has been awarded for its innovation, ease of use, and impact on IT operations. Trusted by industry leaders, Xurrent consistently receives high ratings in customer satisfaction and product excellence.
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