What exactly is SIAM?
According to Dave, SIAM is about integrating various vendors within an IT ecosystem to create a smoothly functioning whole. “Perhaps the best definition is ‘the art of minimizing ping pong,’” he says with a wink, referring to the often complex communication in multi-vendor environments. This ‘ping pong’ describes the back-and-forth communication between vendors, which often leads to delays and customer frustration.
SIAM offers a solution by appointing a single integrator to coordinate between all vendors while the customer retains control over strategic aspects such as security and architecture. This model enables organizations to focus on their core activities without getting bogged down in operational details.
The benefits for MSPs
For MSPs, SIAM presents opportunities to stand out and take on a more strategic role within the customer’s organization. Dave explains: “If you want to take a step forward as an MSP, you need to look at how you can contribute to the entire chain.” This can help MSPs build long-term relationships with customers by not only delivering services but also contributing to broader business goals.
However, he emphasizes that this requires an investment in new skills: “As an MSP, you must be willing to take on the role of service integrator. This means acquiring new knowledge and sometimes even adjusting behaviors within your own organization.”
Practical tips for a successful SIAM implementation
Dave also shares practical tips for companies looking to start with SIAM. He advises starting small: “Begin with a well-defined domain within your IT landscape and build from there.” He also highlights the importance of clear agreements and measurable indicators. One of his suggestions is to use a ‘ping pong index’ to measure the effectiveness of collaboration: “How often does an incident go back and forth before it’s resolved? If that index decreases, you know you’re on the right track.”
Additionally, he stresses the importance of trust and transparency in the collaboration between the customer and the integrator. According to Dave, this is one of the most critical success factors for a well-functioning SIAM model: “Ultimately, it’s not just about processes and tools but about the right mindset of all parties in the ecosystem.”
Why SIAM has a future
Dave sees a significant role for SIAM in the future—not just to reduce operational complexity but also to add value to the customer’s organization. He advocates for a broader approach in which integrators help customers remain agile and resilient in rapidly changing markets. “It’s about supporting your customers in their ambitions for innovation and growth, so they can adapt to unexpected changes in their market.”
With SIAM as a strategic instrument, MSPs can significantly strengthen their role within the customer’s organization. It offers the chance to go beyond simply providing IT services and make a real contribution to the business objectives of their clients. As Dave puts it so eloquently: “SIAM is about more than just minimizing ping pong; it’s about creating real added value.”