SIAM Concept for a Multi-Provider Environment

End of term of a long-standing single-sourcing contract. A move to a multi-vendor model with parallel specialised providers was planned — a consistent Service Integration and Management (SIAM) concept was required, including ITSM toolchain renewal and a new operating model.

Workshops with business units and IT leadership on drivers, end-to-end processes and governance models. Structuring of the service landscape into tower models, definition of the integrator role, preparation of the sourcing strategy and the ITSM tool reboot.

Aligned SIAM target picture, viable operating model for multi-vendor operations, a clean starting point for the subsequent tender and tool migration.