Stephen Brunsdon from Axios Systems takes a look at a recent success story focusing on a crucial emerging trend in the ITSM industry: SIAM adoption.
Until now, our knowledge of Service Integration and Management (SIAM) has been largely theoretical, with few practical use cases to analyse. Our latest case study on Italy’s largest asset management firm demonstrates the benefits an organisation can achieve by implementing service integration correctly.
SIAM adoption is about making the service delivery process within an organisation more streamlined and ensuring maximum communication and efficiency across all business areas. It has emerged as an approach for organisations to manage the multi-supplier environment. It has particularly taken hold over recent years, where the IT landscape and proliferation of technology and suppliers have become ever-more complex.
A co-ordinated approach to SIAM is required as well as an emphasis on a single source of truth with respect to services, assets and processes. Azimut Group is now able to deliver on all these criteria. Based in Milan, Azimut Group selected assyst by Axios Systems in 2012 via a three-phased implementation and have since enjoyed operational benefits to create a clear business vision across all departments.
The project was met with various challenges, including a complete revamp of the operating model, having previously used an inefficient telephony system to log issues. Rapid growth within the Group made it clear that a simpler, more agile solution was required.
Azimut was keen to move away from a long-term partnership with a single supplier of services, opting instead for a more favourable multi-sourcing alternative. This enabled them to outsource to internal or external suppliers to deliver specific services in a timely manner.
Once support services had been stabilised and suppliers engaged, Azimut started to reap the benefits of integrating the on-board suppliers and the wider business. Greater visibility of the service delivery processes made it far easier for teams to react to customer demand and feedback, as well as improving communication across all areas with increased accountability.
Some of the key operational benefits included a 57% reduction in the mean time to resolve, meaning that incident resolution times dropped substantially from when they were last measured pre-2012.
The reason for this improvement was down to the fact that, by selecting various suppliers – which increased by 326% over a 12 month period – Azimut was able to tap into expertise in a way it could not manage previously.
Ahead of an expected expansion of functionality for the future, including the development of reporting to incorporate end user dashboards and around-the-clock access portal via assyst, Azimut has exploited the innumerable advantages associated with SIAM adoption.
To find out more about how you can increase efficiency in your organisation with SIAM, you can visit the Axios Systems stand 302 or visit the Axios resources page.