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SIAM is a popular approach to managing multiple suppliers of services and integrating them to provide one business-facing IT organization.

SIAM has become the machine ‘humming’ in the background, integrations are keeping the services alive and allowing people to work however they want to work.” Janne Kärkkäinen, CPO and Co-founder of ONEiO

What does SIAM stand for?

SIAM stands for Service Integration and Management. It's a methodology designed to manage multiple service providers and integrate their services into a single, cohesive IT ecosystem. 

Unlike traditional IT service management, which might focus on individual service delivery, SIAM emphasizes a holistic approach, ensuring that all services are aligned and contributing to the organization's objectives and business strategy.

Who is SIAM for?

Service Integration and Management is especially relevant for larger organizations with more complex IT landscapes and many internal and external stakeholders. It gives organizations with streamlined service management practices, enhanced governance, and improved operational efficiency. 

By adopting SIAM, these organizations can achieve a cohesive service delivery model that enhances service quality, reduces costs, and aligns IT services more closely with business needs, making it a strategic choice for those aiming to optimize their IT service ecosystem.

Key components of SIAM

Successful implementation of SIAM methodologies often rely on the seamless interplay between three fundamental components: people, processes, and tools.


People are at the core of effective services integration. If people feel unheard, misunderstood, neglected or not-consulted, they can quickly become rejecting and resentful of whatever the new idea is. 

  • Roles and responsibilities: SIAM establishes clear roles and responsibilities for both the client organization and its service providers. This includes defining the functions of the service integrator, service managers, and governance bodies to ensure accountability and effective management across all service layers.
  • Skills and expertise: The success of SIAM heavily relies on the skills and expertise of the individuals involved. This encompasses not only technical knowledge but also skills in negotiation, communication, and relationship management to navigate the complexities of working with multiple service providers.
  • Culture and collaboration: At the heart of SIAM is a culture of collaboration and continuous improvement. Encouraging open communication, trust, and partnership among all stakeholders is crucial for overcoming silos and fostering a unified approach to service delivery.

Processes are like the blueprint for SIAM documentation and alignment. They give guidance on “who does what” and a way to transition from how we work to how we want to work in a more efficient way.

  • Service integration processes: SIAM introduces a set of processes specifically designed for integrating and managing services across different providers. These processes cover areas such as service level management, incident and problem management, change control, and financial management, tailored to operate in a multi-vendor environment.
  • Governance framework: A robust governance framework is essential for SIAM, providing the structure needed to oversee service delivery, performance, and compliance. This includes mechanisms for decision-making, risk management, and performance monitoring to ensure services meet the organization's needs.
  • Continuous improvement: Embedding continuous improvement processes within SIAM ensures that services evolve in alignment with changing business requirements and technologies. This involves regular reviews, audits, and feedback loops to identify and implement improvements in service quality and efficiency.

Tools are the enablers that make service integration a reality. In most organizations the reality is that there will be many tools used in services management, so the role of integrating tools and services becomes key. 

  • Integration tools: Effective SIAM requires tools that facilitate the integration of services and information flow between providers. This includes service management platforms that support a unified view of service performance and enable efficient collaboration and communication.
  • Automation and analytics: Leveraging automation tools and analytics can significantly enhance the efficiency and effectiveness of SIAM. Automation reduces manual efforts in areas like incident resolution and service requests, while analytics provide insights into service performance, trends, and improvement opportunities.

Integrating these components effectively is crucial for realizing the full potential of SIAM software. People bring the expertise and collaboration necessary to navigate the complexities of multi-vendor management. Processes provide the framework and guidelines for ensuring consistent, high-quality service delivery. Tools enable the practical implementation of SIAM principles, supporting integration, automation, and efficient management of services.

The three layers of the SIAM governance structure

three layers of SIAM infographic

The SIAM model typically consists of three layers that work together to ensure effective management, integration, and delivery of IT services across multiple service providers. These layers are:

Customer Organization Layer 

This is the top layer of the SIAM model and represents the entity that receives the services. It is responsible for defining the overall IT strategy, service requirements, and expectations. This layer focuses on ensuring that the IT services delivered align with the business objectives and provide value to the organization. It involves senior management and business unit leaders who define service outcomes, governance, and the overall relationship with the SIAM ecosystem.

Service Integrator Layer 

The middle layer, and perhaps the most critical component of the SIAM model, is the service integrator. The service integrator acts as the central point of control and coordination for services provided by multiple suppliers. This layer is responsible for integrating and managing services across all providers, ensuring that services are delivered in a cohesive and efficient manner. The service integrator manages relationships between providers, oversees performance, and ensures that all services meet agreed-upon standards and work together seamlessly. This role can be fulfilled by an internal team within the customer organization or an external third-party provider.

Service Provider Layer 

The bottom layer consists of all the external and internal service providers that deliver IT services to the customer organization. These providers are responsible for delivering specific services in accordance with the contracts and service level agreements (SLAs) established with the customer organization. The service provider layer includes a diverse mix of suppliers, ranging from large-scale IT infrastructure providers to specialized software service firms, each contributing to the overall service delivery landscape.

These three layers work in tandem within the SIAM framework to ensure that IT services are delivered effectively and efficiently, meeting the needs of the business while managing the complexity of multiple service providers. The SIAM model promotes collaboration, standardization, and integration across these layers, ensuring that the customer organization receives high-quality, consistent IT services that support their strategic objectives.

How SIAM relates to ITIL

SIAM and ITIL are complementary frameworks within the IT service management (ITSM) domain, each addressing different aspects of service delivery and management. 

While Information Technology Infrastructure Library (ITIL) provides a comprehensive set of best practices for managing IT services across their lifecycle, focusing on aligning IT services with the needs of the business, SIAM specifically addresses the challenges of integrating and managing the services of multiple internal and external service providers to deliver a cohesive IT service to the business. 

SIAM builds upon the principles and processes outlined in ITIL by adding an extra layer of governance, management, and integration to ensure that all IT services, regardless of the provider, are aligned and functioning effectively together. This relationship allows organizations to leverage the detailed process guidance of ITIL within the broader service integration and management framework provided by SIAM, creating a more holistic approach to ITSM in complex service delivery environments.

How to get certified in SIAM

One of the most popular certification authorities for SIAM is EXIN. 

The SIAM Foundation Body of Knowledge (BoK) is a resource designed by Exin to provide a comprehensive overview of the Service Integration and Management (SIAM) methodology. It serves as a foundational guide for professionals embarking on SIAM implementation and management, offering in-depth insights into the principles, processes, roles, and practices that constitute the core of SIAM. 

This BoK is structured to facilitate understanding of how SIAM operates within complex IT service delivery environments, addressing the challenges of integrating multiple service providers and ensuring cohesive, efficient service management. It is a valuable asset for IT service management professionals, offering guidance, best practices, and a standardized approach to adopting and benefiting from SIAM in organizations of all sizes and across various industries.

Get started with ONEiO

If you’re a managed service provider or enterprise leader looking to integrate business-critical services across various IT systems and data ecosystems, look no further than ONEiO.

SIAM integration solution for IT service management

ONEiO takes the hassle out of integration management with a cloud-based platform that is easy to set up, efficient to scale up, and transparently priced. Our decades of experience in ITSM combined with AI-powered integration adapters give you a fully managed integration service at the click of a button. 

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Questions and Answers

Can SIAM facilitate cost savings in IT service management?

Can SIAM be implemented in conjunction with other ITSM frameworks like Agile or DevOps?

What are the key success factors for a SIAM implementation?

How does SIAM impact the relationship between an organization and its IT service providers?

Janne Kärkkäinen

Janne Kärkkäinen is the CPO and Co-founder at ONEiO – a cloud-native integration service provider. He mostly writes about integration solutions and iPaaS trends from a technical perspective.

5 min read
April 29, 2024

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