A major UK children’s charity partnered with Advania to transition to a Service Integration and Management (SIAM) operating model while implementing a modern IT service management platform.
🔎At a glance
- National child protection charity
- 2,500 users across multiple sites
- Transition from single supplier to SIAM model
- ServiceNow ITSM platform implementation
🚨The challenge
The organisation moved from a single outsourced provider to a multi-vendor service model.
This transition created several challenges:
- Integrating multiple technology providers
- Transitioning services within tight timelines
- Managing complex legacy service documentation
- Integrating systems without available APIs
💡The approach
Advania delivered a collaborative service design programme involving all tower providers.
Key elements included:
- Service design workshops across providers
- Implementation of ServiceNow as the ITSM platform
- Integration with monitoring and endpoint tools
- Development of custom workflows and reporting
- Knowledge management and documentation transformation
☑️The outcome
The organisation successfully established a collaborative service desk model aligned with the SIAM framework.
Key outcomes included:
- Smooth transition from incumbent provider
- Integrated service management platform
- Improved service visibility and reporting
- Stronger collaboration between service providers
⚡️Why this matters
As organisations adopt multi-vendor IT delivery models, strong service integration capabilities become essential to maintaining operational efficiency and service quality
