How Service Integration and Management (SIAM) operates as a business model that fosters digital transformation

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In today’s business world, companies are adding new services faster than IT departments can react. Think of a bank that offers an e-commerce application. They may have a dozen new services, ranging from looking up account balances to making transfers both inside and outside the bank, to processing commercial and business loans.

IT departments are challenged to manage all these new services while at the same time keep the lights on for existing services. Managing these changes requires some flexibility. The procurement department, for example, really must change because the old model of taking up to six months for a new service to be approved doesn’t work in the new world.

Demand for more services aligned to the business need increases multi-sourcing complexity. And if it’s not managed well, the line-of-business people will bypass IT – mainly because IT spends too much time fighting fires caused by IT service providers not collaborating, cumbersome bureaucratic processes and the complexities that come with different IT architectures, processes, governance models and inflexible contracts.

That’s why we advise our customers to look at Service Integration and Management (SIAM) as more of a business model than a service or delivery model. SIAM’s transformational approach integrates, deploys and manages services and products from multiple providers in customer hybrid environments, including traditional and cloud services such as AWS or other SaaS apps.

An effective SIAM program focused on the business helps companies answer the following concerns:

  • Integration along the digital service lifecycle: How do I facilitate and orchestrate the lifecycle of digital services and products? How do I efficiently integrate business partners and service providers along the entire lifecycle?
  • Integration between digital and traditional: How do I integrate the new digital operating model with existing operating models? How do I avoid systemic incompatibilities at the edges? How do I avoid breaks in the value chains?
  • Transformation in the dawn of digital: How do I transform to digital without breaking the organization or ignoring the corporate DNA? How do I facilitate the transition to and integration between retained and sourced skills or between traditional and digital capabilities?

SIAM makes organizations more efficient by offering integration across the digital lifecycle, thus driving improvement end-to-end. It offers a high level of integration, setting the right level based on provider type (cloud, traditional or partner) and business service criticality. By approaching SIAM as a business model as opposed to a product offering, companies can successfully manage their complex hybrid ecosystems.


Amanda Roberts is the Global Service Integration and Management (SIAM) Offering Manager at DXC and a results-driven global leader who has acquired extensive experience in IT, business and process knowledge across multiple industries, . With a proven track record in the strategic direction, development and implementation of high value, end-to-end, global IT solutions, Amanda shares her vision for SIAM and key insights for customers.

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