Using evolved self-service to shape user experience
How service management’s ugly duckling became a swan
As someone who has worked in service management for 25 years, I am still surprised that so...
SIAM: Rewiring Service Provision
Andrew Smith explains how businesses can provide a service strategy that delivers for every employee, every customer and beyond.
Digital transformation and its skills gap,...
A road trip to SIAM — keeping the wheels turning
In her final article on the journey to service integration implementation, Michelle Major-Goldsmith considers the best way to get going and maintain momentum.
This is...
A road trip to SIAM — start your engines…
In the second of her articles on the journey to service integration implementation, Michelle Major-Goldsmith explains the importance of planning your route with care.
“A...
A road trip to SIAM
For many businesses, embarking on service integration implementation can be a bit of a journey. Michelle Major-Goldsmith offers a few tips to help you...
Practical SIAM: A straightforward guide
Simon Dorst and Michelle Major-Goldsmith, lead architects of the recently launched SIAM Professional Body of Knowledge, offer an overview of SIAM and what you...
CSM and ESM – simplifying the service management acronym maze
Ever since the early days of the IT Helpdesk and its expansion into other areas of the business, we have seen the industry come...
New Year – New focus
As we head into 2018, there is no doubt that much has changed over the past year in all aspects of the Service Technology...
What is SIAM?
Service Integration and Management (SIAM)
Service Integration and Management (SIAM) is a management methodology that can be applied in an environment that includes services sourced...
Olé to OLA – the art of managing ITSM and SIAM
Flamenco may not, on first glance, have much in common with Operational Level Agreements in SIAM. But being able to successfully manage and improve...