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Service Integration and Management (SIAM)

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Decoding Successful IT Automation – Six Potential Pitfalls That It Strategists Should Look Out For

Automation, along with its many promises, also carries stigmas, preconceptions and misconceptions that are frequently overlooked. Read this newsletter to be aware and prepared for some of the pitfalls that lie ahead.




What keeps you up at night?

Over the past decade, IT outsourcing buyers made a decisive shift from Gen 1.0 outsourcing to what is now popularly known as Gen 2.0, where CIOs are choosing to work with a few strategic providers with transparent and flexible contract structures while bringing back some of the strategic elements of IT in-house. We are now seeing two major trends towards next generation ITO constructs that can be termed as Gen 3.0.

  • An increasing acceptance of niche cloud service providers across all “as a service” categories, leading enterprises toward a hybrid cloud strategy 
  • Increasing automation and commoditization of some of the foundational ITO service towers such as compute, storage, network, and more, which are driving the propensity for “plug and play” service providers  

This evolution has one common progression - an increasing number of IT service providers serving an enterprise, to efficiently complete the overall IT service portfolio. In the Gen 2.0 construct, we saw 3 to 5 strategic service providers and several more in the emerging Gen 3.0 construct.  The increasing mix of service providers brings in several new challenges, the most significant being: 

  • A multifold increase in governance and vendor management complexity
  • The ability to drive higher accountability and greater business alignment across service providers 

HCL’s Approach to SIAM

Any talk about service integration effectiveness calls for greater focus from a business perspective than from IT.

HCL’s SIAM model balances the demand and supply of service bandwidth to service consumers, HCL helps you assess the right SIAM model, design and build the function using HCL’s solution accelerators, and implement and integrate the services of multiple service providers.

HCL’s SIAM model provides a two- fold approach in overcoming challenges in IT vendor management and IT service management:

  1. Making the conditions for collaboration right by creating the function and enabling the ecosystem align to the customer. HCL creates a “function” which is able to:
    • Drive a culture of “customer and eco system needs first”, and then vendor needs
    • Drive change and adapt to business needs as they evolve
    • Drive collaboration amongst various parts of the eco system while maintaining competitive tension
    • Drive innovation in all parts of the eco system, which adds value to enterprise business objectives by making better use of technology
  1. Creating an industrialized “service bus” that can provide a process framework for the seamless integration of services, and provide visibility on day to day operational data for incident and problem resolution. HCL can create industrialized tools and processes which enable the SIAM function to integrate IT services in real time, to offer robust and well delivered end services for the client.
    • Develop the IT assembly line where services can be integrated on a “services bus” which is common across all parts of the eco system, and which can help our client deliver
    • Provide a standardized and consistent approach to service delivery across all ITIL functions which underpin IT delivery
    • Drive visibility of operational data contributing to transparency and trust in the eco system.

HCL’s best practices can help you achieve what we have termed, a ‘multi-provider service harmony’by utilizing our Service Integration and Management Gold Blue Print, which  works like an operating platform for your service management. The Gold Blue Print, or GBP, is the practical implementation of the HCL IT Service Management (ITSM) architecture and is based on the HCL Gold Standard process model. It contains the HCL best practice processes, which have been designed, used, and maintained for HCL Infrastructure Management and Application Management Services with comprehensive and well-defined prescriptive processes. . Through this, you can jump-start your SIAM engagement.

How can HCL help you?

SIAM is at the heart of IT service integration as we evolve towards Gen 3.0.  In highly federated organizations, SIAM is a must for the efficient adaption of Gen 2.0 constructs.  Some of the key outcomes from HCL’s well implemented SIAM strategies are:

  • Increased efficiency, enabled by process transformation
  • Implementation of common processes and tools that enable the setting up of business facing SLAs and delivering them through synergistic supplier management 
  • The increasing ability to adapt hybrid cloud models and cloud orchestration capabilities
  • Bringing discipline in to IT business management and running IT like a business
  • Establishing a dedicated SMO function that can run the entire service lifecycle
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What Customers Say

ArcelorMittal Europe, the world’s largest steel producer, with an IT portfolio which comprises of Dozens of shared IT services and Hundreds of IT service providers spread all over the globe lists “Service Integration & Management” as a vital need for business.

“In the current IT landscape, business functions do not necessarily rely on their IT organization to provide computerized services and apps. Cloud and web-based solutions and managed services are addressed by the business functions as extensions of their IT organization. The advent of new services appearing and sold as “ready to use,” or “plug and play” have added to the confusion. Thus the need for complex service integration has brought on a shift in everyone’s mind-set, and is one of the key focus areas of the ArcelorMittal IT organization. HCL is helping ArcelorMittal in this journey by providing a common Europe Service Desk and a common set up ITIL process and tools based on their Gold Blue Print and ServiceNow propositions.” -

Christophe Bauret, Head of Service Management, ArcelorMittal Europe