Experiencing the Service Revolution, from a SIAM perspective

In June we hosted the “Experience the Service Revolution – SIAM Customer Stories in the Public Sector Breakout” event at London’s BOUNCE, where transformational leaders across the UK came together to share and discover how they could unleash the power of a future fueled by service. Our ServiceNow solution experts shared our newest innovations and roadmaps with over 17 government bodies and over 170 public sector attendees, alongside a number of keynotes from customers.

By way of background, SIAM (Service Integration and Management) was introduced by the UK Government a number of years ago as a best practice model for managing the increasing complexity of the IT value chain with the rise of multi-supplier ecosystems. With organisations successfully adopting SIAM able to strip out as much of 40% of their IT management costs, many public sector entities have been among the first to make the transition to this model.

In addition, the Government plans that by 2030 its bodies will be more data driven, and more flexible and adaptable, and this technological change will transform the relationships between the citizens and the state through its services. This mission is forcing public sector organisations to re-evaluate how they deliver services internally and externally.

One of the event highlights was the Public Sector breakout track, which showcased how ServiceNow is helping a number of the UK’s government organisations rapidly transform through its SIAM model. Department of Work and Pensions, the Financial Conduct Authority and Crossrail shared how SIAM is helping to transform their IT services.

The drivers for SIAM

As we’ve established, there are common reasons for the adoption of SIAM, but each has their own unique set of circumstances. Take the Department of Work and Pensions for example. Haydn Leary, ServiceNow Delivery Lead, explained that the organisation wanted to move away from an inflexible outsourced IT model as they were finding it impossible to change and modify the model according to their changing needs. By adopting a SIAM approach to better manage vendor relationships, they hoped to cut costs and increase business agility within the IT function.

Alistair Goodall, Head of Applications and Portfolio Management at Crossrail had been starting from scratch with SIAM adoption, but was looking for a solution that could help them significantly reduce IT costs by leveraging 3rd party providers and shift 80 per cent of employees to a self-service platform.

Both organisations were dealing with millions of customers, thousands of IT users at any one time and needed a solution that could be managed internally and help achieve the end-business goal and streamline processes. Omnicare, a leading provider of pharmacy services to the senior care industry, has improved first-contact resolution rate from 85% to more than 90%.

SIAM Omnicare

Setting up for SIAM success

Our customers were also able to share some learnings about how to set the stage right for a successful SIAM implementation. For example, when embarking upon the SIAM journey, it is critical that a business is clear about the end business goal it is trying to achieve. The approach that the Financial Conduct Authority took, according to Mike Hirt, Service Strategy, Design and Transition Manager, was to develop common definitions of services for IT and the business, and shift its emphasis to delivering overall business value to the organisation, rather than focusing on departmental targets and KPIs.

One thing that everyone seemed to agree on when starting out the SIAM journey, was the importance of communication, not just with the people involved in the decision-making, but also across the organisation and in the partner and supplier networks. The Department of Work and Pensions found that when they initially implemented the new system, 9 out of 10 employees were reluctant to make the switch, as they weren’t fully aware of the benefits. But once these were explained properly and consistently, they have become real advocates of the platform.

Business outcomes of SIAM

The three public sector organisations presenting on the day all embarked on the SIAM adoption with clear goals in mind, and by working with ServiceNow’s SIAM solution, the Department of Work and Pensions was able to collaborate more between their client organisation and their vendors, enabling them to manage relationships better and operate more efficiently.

To summarise, here are some of the key takeaways for successfully implementing SIAM that our customers shared:

Mike Hirt, Service Strategy, Design and Transition Manager, Financial Conduct Authority

  • Remember the people aspect of the journey – make sure there are open communication channels, as this will avoid any resistance to change that can impact the overall business outcome and expectations.

Alistair Goodall, Head of Applications and Portfolio Management, Crossrail:

  • Keep a clear vision of the business end goal to ensure the right processes are implemented
  • Engage everyone in the supply chain – from decision makers to suppliers to partners – this will help define the project delivery experience and set in place a common set of IT processes and communications mechanisms

Haydn Leary, ServiceNow Delivery Lead, Department of Work and Pensions:

  • Be clear about the cost of each implementation, as each one is unique. This can be done by having the upfront conversation about what services are actually needed, and prioritising development accordingly.
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Johann Diaz
Johann Diaz is Executive Strategist & Global Head of SIAM – Inspire Program – at ServiceNow. Johann has worked in Operations and Service Management roles on both sides of the customer / supplier arena for over 28 years. In 2013 Johann joined Capgemini as UK Head of Service Management and Service Integration Consulting to help customers take advantage of new service innovations facilitated by new technologies and changing operating models. In January 2016 he decided to join ServiceNow to further the cause for innovation and excellence in the world of customer service and today helps customers join up their organisations using the ServiceNow platform. As well as having a first degree in Electronic Engineering, Johann also has an MBA from Henley Business School in the UK. He is married and has two daughters.

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