Why SIAM matters now: Making multi-supplier IT work

Nowadays, very few organisations rely on a single IT provider. Whether it’s cloud platforms like Microsoft Azure, SaaS products, network providers, security specialists, or niche application vendors, most IT services are delivered through a complex ecosystem of suppliers.

While this “best of breed” approach fuels innovation and flexibility, it also creates a challenge: who makes sure all these moving parts work together to deliver seamless services to the business?

That’s where Service Integration and Management (SIAM) comes in.

What is SIAM?

At its core, SIAM is a management approach that coordinates and integrates multiple service providers, so they collectively deliver value to your business. As defined in the SIAM Body of Knowledge, SIAM isn’t about adding bureaucracy - it’s about creating a governance framework where suppliers don’t just deliver contracts but contribute to end-to-end business outcomes.

Think of SIAM as the conductor of an orchestra. Each supplier is an expert musician in their own right, but without a conductor the music risks being out of tune. SIAM provides that central role - ensuring alignment, accountability, and harmony.

This is why more organisations are turning to Managed Service Providers like OneAdvanced to act as their Service Integrator - providing end-to-end accountability and ensuring multiple suppliers deliver as a single, coordinated service.

Why SIAM matters now more than ever

1. Cloud growth demands better integration

Business units can buy technology directly in minutes. Great for speed; not so great for coherence. SIAM brings consistency, visibility, and control - without stifling flexibility.

2. Security and compliance can’t be an afterthought

With GDPR, NIS2, and sector-specific obligations, accountability must be crystal clear. SIAM defines roles, responsibilities, and escalation paths - so there’s no finger-pointing when it matters.

3. End-user experience is the real measure

Users don’t care which supplier is at fault - they care that it works. SIAM measures success from the customer’s perspective, not by siloed SLAs.

The building blocks of successful SIAM

Based on industry best practice, there are four key layers to SIAM:

1. Customer organisation: The business functions consuming IT services
2. Service integrator: The party responsible for end-to-end service management (often the MSP)
3. Service providers: Specialist suppliers delivering service components
4. Processes & governance: ITIL-aligned practices, measures, and collaborative forums that tie it together

The magic isn’t the hierarchy - it’s the collaboration. Joint CABs, shared problem reviews, and integrated service level reporting help suppliers act as partners, not isolated contractors.

Practical guidance for organisations considering SIAM

1. Start with outcomes, not contracts

SLAs matter, but they don’t tell the full story. Measure what counts - critical application availability, customer satisfaction, and business continuity.

2. Define roles clearly

Blurred responsibility slows recovery. A clear RACI removes grey areas, so every provider knows their part - speeding resolution and building trust.

3. Invest in the right tooling

Visibility is the backbone of SIAM. A shared ITSM platform like ServiceNow enables secure collaboration in one place. Domain separation supports multi-party models, integrated workflows prevent duplication, and real-time, cross-supplier dashboards give a single, end-to-end view of performance.

4. Create a culture of collaboration

Contracts set the rules, people solve the problems. Joint forums, shared reviews, and open knowledge-sharing turn suppliers into one team.

5. Keep it simple, then evolve

SIAM isn’t about more process - it’s about better process. Start with high-impact services, prove value, and build maturity step by step.

The bottom line

As ecosystems grow more complex, SIAM shifts from “nice to have” to necessity. It gives you confidence that suppliers are aligned, accountable, and focused on outcomes that matter to your business.

If you’re wrestling with a growing supplier landscape, ask yourself: do you have a conductor for your IT orchestra?

How OneAdvanced IT Services can help

At OneAdvanced, we deliver SIAM services that make multiple suppliers work as one. Acting as the Service Integrator, we:

• Provide governance structures and forums that bring providers together
• Operate a multi-tenant ServiceNow ITSM platform with domain separation for secure, cross-supplier collaboration
• Deliver consolidated service level reporting in ServiceNow for real-time transparency across providers
• Automate and orchestrate workflows to streamline handoffs and reduce resolution times
• Define clear roles, responsibilities, and reporting to remove duplication and ensure accountability
• Align all suppliers to your business outcomes, not just individual SLAs

Whether you need full-service integration, advisory support to strengthen your current model, or tooling to increase transparency, our SIAM service helps you get the most from your supplier ecosystem. Contact us today and find out how we can help your business thrive.