The Art of SIAM!

By Stephen-Ley

What exactly is SIAM?

According to Dave, SIAM is about integrating different 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 nod to the often complex communication in multi-vendor environments. This 'ping pong' refers to the back-and-forth of communication between vendors, which often leads to customer delays and frustration.

SIAM provides a solution by appointing a single integrator to coordinate between all vendors, while the customer maintains control over strategic aspects such as security and architecture. This model allows organizations to focus on their core business without getting bogged down in the operational details.

The benefits for MSPs

For MSPs, SIAM offers opportunities to differentiate themselves and take a more strategic role within the client organization. Dave explains: “If you want to step forward as an MSP, you have to look at how you can contribute to the whole chain.” This can help MSPs build long-term relationships with clients by not only delivering services, but also helping to think about broader business goals.

However, he stresses that this requires an investment in new skills: “As an MSP, you have to be prepared to take on the role of service integrator. This means acquiring new knowledge and sometimes even changing behavior within your own organization.”

Practical tips for a successful SIAM implementation

Dave also shares some practical tips for companies looking to get started with SIAM. For example, he recommends starting small: “Start with a defined domain within your IT landscape and build from there.” In addition, he emphasizes 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 is resolved? If that index goes down, you know you're on the right track.”

He also stresses the importance of trust and transparency in the collaboration between customer and integrator. According to Dave, this is one of the key success factors for a well-functioning SIAM model: “At the end of the day, it's not just about processes and tools, but mainly about the right attitude of all parties in the ecosystem.”

Why SIAM is the future

Dave sees an important role for SIAM in the future, not only to reduce operational complexity, but also to add value to the customer organization. He advocates a broader approach where integrators help clients stay agile and resilient in rapidly changing markets. “It's about supporting clients in their ambitions for innovation and growth so they can respond to unexpected changes in their market.”

With SIAM as a strategic tool, MSPs can significantly strengthen their role within the client organization. It offers the opportunity to go beyond merely providing IT services, and to actually contribute to their clients' business goals. As Dave beautifully puts it, “SIAM is about more than just minimizing ping pong; it's about creating real added value.”

Link to podcast

© 2023 - 2025 Joost-IT | Layout & design Matthja Grafisch Ontwerp & De Goudse Wolf

© 2023 - 2025 Joost-IT
Layout & design Matthja Grafisch Ontwerp
& De Goudse Wolf