Welcoming Our Esteemed Sponsors for ServiceNorth 2023.
We are thrilled to announce the invaluable support of our sponsors for ServiceNorth 2023, without whom this event would not have been possible. Their commitment to excellence and dedication to the industry is commendable, and we are honored to have them on board.
In this blog we present you with our sponsor Digital Clarity, where they talk about their motivation to sponsor ServiceNorth 2023, the importance of SIAM and some forecasts about SIAM in 5 years’s time.
About Digital Clarity
Digital Clarity is a modern, forward-thinking consultancy that helps organisations unlock their potential. We’re industry experts in SIAM, Service Management, ServiceNow, Process Mining and RPA, change-makers, creatives, and technologists, with a passion for process and driven by possibility.
What motivated you to become a sponsor and support Service North 2023?
The SIAM landscape is constantly evolving, with new technologies, methodologies, and best practices emerging regularly. Service North 2023 offers a platform to gain in-depth knowledge of the latest trends and innovations. Our participation as a sponsor ensures that we remain at the cutting edge of industry development. Our decision to sponsor and support Service North 2023 aligns with our core values, commitment to excellence, and dedication to providing the best possible service. We look forward to the knowledge, connections, and inspiration this event will bring, and we can’t wait to share these benefits.
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Why do you think SIAM is important?
SIAM encompasses several concerns that often keep CIOs awake at night. It addresses critical aspects such as optimising efficiency and reducing costs, elevating service quality, managing risks effectively, establishing transparent lines of accountability, adapting to scalability requirements, fostering innovation, and enhancing the overall customer experience. What makes SIAM truly compelling is its unique ability to not only resolve these pressing issues but also to bring businesses closer to their strategic objectives. For organisations striving to achieve operational excellence, boost employee and customer satisfaction, and continuously refine their services in an ever-evolving business landscape, SIAM emerges as the ideal solution to navigate these challenges effectively.
Where do you see SIAM in 5 years’ time?
It’s important to note that the future of SIAM will be influenced by the specific needs and priorities of organisations, as well as the evolution of technology. Flexibility and adaptability will be key for SIAM to remain relevant and effective in the ever-changing IT landscape. Organisations that invest in SIAM and stay abreast of industry developments will be better positioned to navigate these changes successfully. We believe the following will prove critical over the next 5 years:
- Increased Automation: Automation will likely play a significant role in SIAM in the coming years. Automation technologies such as AI and machine learning will be used to streamline service integration processes, reduce manual intervention, and improve efficiency.
- Cloud and Hybrid Environments: As organisations continue to migrate to the cloud and adopt hybrid IT environments, SIAM will need to adapt to manage services across these diverse landscapes. SIAM frameworks will evolve to handle cloud-native services and ensure seamless integration.
- Greater Emphasis on Customer Experience: SIAM will increasingly focus on improving the customer experience. Organisations will look to SIAM to ensure that services are integrated in a way that enhances user satisfaction and meets business objectives.
- Security and Compliance: With the growing concern over data security and privacy, SIAM will need to place a stronger emphasis on security and compliance. Integration processes will need to incorporate robust security measures and adhere to regulatory requirements.
- AI and Analytics for Decision Support: AI and advanced analytics will be used to provide decision support in SIAM. These technologies can help identify trends, optimise service delivery, and predict potential issues before they become critical.
- Standardisation and Certification: As SIAM matures, we can expect to see more standardised frameworks and certification programs. This will help organisations implement SIAM more effectively and ensure that service providers meet certain quality standards.
- Enterprise Integration: SIAM will extend beyond traditional IT services to encompass a broader range of services and vendors across the whole enterprise.
- Adaptive and Agile Approach: SIAM will adopt more agile and adaptive approaches to accommodate rapidly changing business requirements and technology landscapes.
- AI-Powered Service Desks: AI-driven service desks and chatbots will become more prevalent in SIAM to handle routine tasks, provide self-service options, and assist end-users.
- Data-driven Insights: SIAM will rely on data analytics to provide insights into service performance, costs, and areas for improvement. This data-driven approach will help organisations make informed decisions about service integration and management.
Why we believe Experience Management will play such a crucial role in the maturing of SIAM?
SIAM is shifting the focus from purely technical concerns to a more user centric approach. It recognises that the success of service integration isn’t just about meeting SLAs; it’s about meeting the needs and expectations of the end-users. These users could be employees within your organisation or external customers, depending on your service model.
A positive end-user experience leads to higher satisfaction and loyalty. When users can access the services they need seamlessly, without disruptions or complexities, they’re more likely to remain loyal customers or productive employees. This translates directly into better business outcomes. Companies that excel at experience management within their SIAM frameworks gain a competitive advantage. They stand out in the market as organisations that not only deliver services effectively but also prioritise customer satisfaction. Experience management in SIAM identifies and addresses points of friction in the service delivery process. It’s about making things easier for end-users, reducing frustration, and simplifying their interactions with services. SIAM and experience management ensure that services are aligned with broader business goals. They’re not just technical solutions; they’re tools for achieving strategic objectives. When services meet user needs effectively, they drive business success.
The Road to Effective Experience Management in SIAM
- Implementing experience management within your SIAM model isn’t just about technology or processes; it’s a cultural shift. It requires organisations to:
- Listen to Users: Actively gather feedback from end-users to understand their needs, pain points, and expectations. Issues with processes that lead lost productivity.
- Empower Teams: Encourage collaboration between IT, service providers, and business units to ensure everyone is working toward a common goal: delivering exceptional experiences.
- Measure and Improve: Continuously monitor user satisfaction, measure process performance, and use data-driven insights to drive improvements.
To fully realise the benefits of SIAM and ensure its success, companies must prioritise Experience Management. It’s not just a trend; it’s a strategic necessity in the modern service-driven landscape. By focusing on the end-user experience, organisations can gain a competitive edge and position themselves for long-term success. SIAM and Experience Management combine to become the critical components that are driving business excellence.
What does SIAM mean to us?
Our enthusiasm for SIAM lies in collaborating with clients, guiding them swiftly to the point where they recognise the advantages of embracing SIAM for their organisations. Bridging the gap between IT and business functions has historically presented challenges, yet within a proficiently executed SIAM environment, it fosters a sense of unity and a shared journey towards common objectives. This unity has long been absent in the IT community and is a testament to the transformative power of SIAM.
