ITSM, SIAM and ITIL: a short explanation

What is the difference between ITSM and SIAM

The term IT-Service-Management (ITSM) classically refers to the provision, administration and improvement of information technology (IT) within a company or organisational unit. ITSM is often operated within the framework of ITIL. Accordingly, all common ITSM software products also support the implementation of ITSM according to ITIL.

In the previous blog post we have already explained SIAM and its benefits. The question now naturally arises as to wherein lie the differences between SIAM and ITSM, and what is the link between the two?

Generally speaking, SIAM cannot be described as an independent framework, as is the case with ITSM. Rather, ITSM is expanded in the area of multi-provider management through the addition of SIAM. As a result of the development moving towards rapidly changing IT environments, as described in the first blog post, companies are increasingly more often tending towards dynamic procurement models. SIAM arose out of precisely this trend and expanded ITSM in the area of the management of various providers.

At this point you might be asking yourself what this has to do with ITIL?

ITIL consists of 2 key elements: the ITIL Service Value System (SVS) and the four dimensions model. The four dimensions model is actually incorporated within the SVS.

And in fact, SIAM can also be related to the four dimensions of ITIL:

  1. organisation & people
  2. information & technology
  3. partners & suppliers
  4. processes

You can find out more about ITIL in this blog post.

The parallels between SIAM and ITSM are not to be overlooked here.

  • Dimensions 1 and 3 must be integrated on as deep a level as possible. Ultimately, SIAM is also built on trust. If people, organisations and partners are not sufficiently integrated, then there is a lack of trust, which in turn leads to idle running as a result of the unnecessary need for discussion and so-called “finger pointing”.
  • In addition, the fourth dimension, “Processes”, also represents an integral component of SIAM. As a result of multi-provider management, this dimension must be considered particularly important. Because multi-provider management requires the rapid adaptability of such processes, processes must therefore be very clearly understood and mapped in advance.
  • And dimension 2 relates to information technology. In short: SIAM must be able to be introduced promptly, effectively, functionally and affordably through a suitable product.


SIAM does not replace ITSM, but rather it expands the possibilities and enhances the benefits of ITSM.

The classic ITSM according to ITIL works mainly on the assumption that the internal IT department provides all services. However, as a result of the trend towards dynamic procurement models within IT organisations, this starting position is changing. SIAM products support the ability to adapt and innovate quickly, through the use of the services of internal and external providers.

In the next blog post you will find out which product we consider to be the optimal solution for SIAM.