111. Claire Agutter - How hard can SIAM be?

The IT Experience Podcast

Claire Agutter, founder of Scopism, discusses the evolution of service management and the role of Service Integration and Management (SIAM). SIAM emerged from the outsourcing practices in the UK public sector and has become increasingly important as organizations work with multiple service providers. The focus of SIAM has shifted from managing large outsourcing contracts to developing a strategic approach to sourcing and managing services. The key to successful SIAM implementation is building a culture of communication and collaboration across all levels of the organization. The conversation discussed the options of setting up a service integration and management (SIAM) model internally or outsourcing it. It emphasized the importance of independence for the service integrator and the need for open communication between service providers and the customer organization. The option to outsource SIAM to large service providers was also mentioned, highlighting the benefits of their experience and guaranteed independence. The conversation highlighted the challenges of building relationships and trust in a SIAM model, especially in a remote working environment. It emphasized the need for cultural alignment, clear contracts, and a focus on results rather than blame.

• Claire Agutter has spent her career in the service management arena and founded Scopism to support service management professionals.
• SIAM evolved from the outsourcing practices in the UK public sector and has become increasingly important as organizations work with multiple service providers.
• The focus of SIAM has shifted from managing large outsourcing contracts to developing a strategic approach to sourcing and managing services.
• Building a culture of communication and collaboration is crucial for successful SIAM implementation. The decision to set up a SIAM model can be made internally or outsourced to a service provider. Independence for the service integrator is crucial in both cases.
• Cultural alignment, clear contracts, and a focus on results are important foundations for a successful SIAM model.
• Building relationships and trust is a continuous process in a SIAM model, and regular communication is essential.
• Skills required for a service integrator role include communication, relationship-building, and the ability to have difficult conversations.
• A background in customer service or hospitality can provide valuable skills for a service integrator role.
• Transparency, psychological safety, and a blame-free culture are key elements of a successful SIAM model.
• Senior management commitment and ongoing attention are necessary for the success of a SIAM transformation.
• Resources and assessments are available for organizations interested in implementing a SIAM model.

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