How SIAM helps organizations manage multiple suppliers more effectively

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Here’s something every IT group managing multiple suppliers has experienced: A work ticket that gets bounced around from supplier to supplier three or four times before it finally gets to the right vendor.

These kind of situations irritate rank-and-file users and hurt the credibility of the IT department by causing unnecessary service delays.

What if you could deliver a more reliable and flexible service management solution of multiple suppliers in a way that was automated, consistent and offered proactive multi-supplier performance management and governance?

Here are four benefits of Service Integration and Management (SIAM) that can lead to better performance outcomes:

  1. Visibility. In the past, IT would manage multiple suppliers using individual single supplier reports, often in presentation formats they could not further analyze. Today with SIAM, they look at one or two screens to get an update on what’s going on with all their suppliers.
  2. Analysis. Armed with the single dashboard, IT managers can do vendor comparisons, clearly seeing which suppliers are meeting SLAs and which aren’t so they can make any necessary adjustments. They can also drill down and see systems from an end-to-end perspective. For example, they can view each aspect of an HR system, the time logs, vacation schedules and pay scales and determine where any errors may have occurred with paying people on-time or the correct dollar amounts.
  3. Proactivity. Now that technology drives the solution, communications between the supplier and the IT department are much improved. For example, if a work ticket gets bounced around, the IT department can now be automatically notified by the system and therefore proactively work with the suppliers to stop the finger-pointing and instead focus on fixing the problem for the end user.
  4. Flexibility. It’s important to understand that with all the information in SIAM, IT people are now working with dynamic information that represents the most updated version from any supplier. Spread this capability across multiple suppliers and suddenly it becomes very powerful. Operational costs are reduced because companies get timely updates rather than making wholesale rip and replace technology decisions. And applications get deployed faster because communications is enhanced between all the suppliers.

The bottom line for IT organizations: By working with suppliers more efficiently via SIAM to get  IT fixes and patches right the first time, they’ll save money and make users happy because they significantly reduce downtime and their users will spend more time on either development or marketing and sales tasks that help the business.


Steve Lewis is the DXC SIAM Service Delivery Lead and the Aptiv/Delphi Technologies Account SIAM Strategy and Technology Lead and is an accomplished, outcomes-driven, innovative senior IT leader with extensive experience at delivering year-over-year success in leading complex challenging IT initiatives. With a proven track record in initiating profitable alliances with global vendors and suppliers, providing strategic visionary leadership through effective planning, execution and communication, Lewis has a reputation as a relationship-builder with a demonstrated ability to instill a common vision and develop a dynamic team based on trust and mutual respect.

Anna Rahmani is a DXC Solution Architect with a strong background in IT operations as well as SIAM and Service Management expertise. At DXC she has contributed to creation of the SIAM managed service. Anna is known for regularly employing, lending and sharing her SIAM knowledge to enable DXC solutions best fit the clients changing organizational model needs.

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