Featured Interview with Claire Agutter – Part 1
" And these problems just bounce around because nobody actually wants to take ownership of something that's difficult. Whereas if you switch to working in the SIAM way, you have that service integrator responsible for pulling people together and saying, look, this isn't about blame. It's not about penalties. It's about the fact that the customer isn't getting what they need and how do we collectively address that?" - Says Claire Agutter, one of the 50 Most Influential Women in Tech, 25 Top HDI Thought Leaders and our esteemed guest on the AITSM show.
Claire Agutter is Director at Scopism & ITSM Zone, having over two decades of rich experience in ITSM.
She put forth compelling reasons and the business impact of implementing the SIAM way. What is SIAM? What are its benefits? How Can We Build a Culture of Responsibility & Accountability?
We'd learn a lot from her plenty of examples, values, principles, and point-by-point discussion from 20+ years of rich experience.
Don't miss the end of part 1 (this), where she ties everything back to culture and business value perspective.
In the next part, we will deep dive into the SIAM model, i.e., layers, roles (especially service integrators), dynamics, big bang or phased approach, integration and automation.
"And sometimes what you see is actually we're managing the external suppliers nicely because we've got contracts and targets. And then you've got these internal teams who are a kind of just doing whatever they want because there are no contracts are no target. So, what we're doing is looking holistically across the service and managing everybody who's involved. So maybe a slightly different style with the internal teams. It's perhaps more about, the persuasion and building some informal agreements."