At a glance
- A global technology organization manages a large, multi-provider IT ecosystem supporting hundreds of thousands of users worldwide.
- As Service Integrator, they faced increasing complexity, with fragmented processes, inconsistent governance and uneven SIAM adoption that impacted service performance and collaboration.
- To move to the next level, they needed a clearer and more consistent SIAM framework—one that could align teams, standardize ways of working, and improve visibility and control across services.
Outcomes
- A common SIAM framework with clearly defined roles, responsibilities and ways of working
- Stronger collaboration and a unified "one SIAM team" approach
- Improved governance and performance management
- Standardized processes and tools ensuring consistency
- A +2 level increase in ITIL process maturity
- Continuous improvement enabled through the SIAM handbook
Client challenge
Managing a complex, multi-provider IT landscape required stronger alignment across teams, processes and providers. Key challenges included:
• Lack of standardized ways of working
• Inconsistent SIAM maturity and adoption across teams
• Limited performance visibility and control
• Misalignment across providers
Solution
Atos supported the evolution of the SIAM model through a structured and practical approach:
- Deployment of a common SIAM framework across services
- Standardization of processes, roles and governance
- Implementation of performance management practices
- Development of a SIAM handbook to drive consistency and continuous improvement
- Ongoing coaching to support adoption and embed new ways of working
Business benefits
- Greater consistency and standardization across services
- Improved governance, visibility, and control
- Stronger collaboration across teams and providers
- Better management of a complex multi-provider environment
Why Atos?
Successfully growing SIAM across complex environments requires proven expertise, strong frameworks and a focus on adoption.
Atos combines end-to-end SIAM capabilities across governance, processes and operations to help organizations transform service ecosystems and deliver measurable improvements.