Orchestrate your IT suppliers as one service.
DE4ICT designs and operates pragmatic SIAM models that align governance, operations, and contracts to deliver multi-supplier services that are reliable, measurable, and cost-optimised.
What we solve
Supplier silos, unclear responsibilities, late escalations
Heterogeneous service catalog, SLAs not linked to experience
Lack of end-to-end visibility (CMDB/Discovery, flows, dependencies)
Tool sprawl and duplicated processes (ITIL v3 → v4)
Uncontrolled costs (run/changes), contractual debt & risks
Compliance requirements (NIS2, DORA, ISO/IEC 20000/19770) not embedded in run
Our SIAM offering
SIAM Assessment (4–6 weeks)
SIAM/ITIL v4 maturity, supplier & contract mapping
Catalog & SLA/XLA review, operational pain points
CMDB/Discovery diagnosis & tool integrations (ServiceNow, Jira, Azure DevOps, Flexera, Lansweeper, etc.)
Prioritised recommendations + 12-month roadmap
Target Operating Model (TOM) & Governance
SIAM model (Tower vs E2E), governance board, cadence & KPIs
Detailed RACI (Run, Change, Problem, Request, Release, Major Incident)
XLA/SLA: journey-centric definitions, cross-supplier OLAs
Cost model (unit rates, showback/chargeback) & integrated FinOps/SAM
Process Integration & Tooling
(Re)design ITIL v4 practices (Incident, Change, Problem, Release, Request, Knowledge, CMDB)
Integrations & automations: ServiceNow ↔ Jira/Azure DevOps, CMDB/Discovery, monitoring, AIOps
Ticket & data standardisation, Data Quality & DataOps
Vendor Management & Contracts
Multi-supplier performance framework (aggregate SLAs, XLAs)
SIAM contractual annexes (OLAs, penalties, bonus/malus, DORA/NIS2)
Supplier onboarding/offboarding model & security due diligence
Service Catalog & XLAs
Business/technical catalog, service units, support tiers
Journey-based XLAs (joiner/mover/leaver, product release, workplace, etc.)
Real-time dashboards (Opex, quality, experience, risks)
SIAM Run & Transition
Transitional PMO/Service Integration Office (SIO)
Coaching, knowledge transfer, operating kits
Quick-win delivery (90 days) & stabilisation (6–12 months)
Typical deliverables
SIAM Playbook (TOM, RACI, governance, KPIs, XLAs)
Process packs (BPMN flows, policies, work instructions, checklists)
Catalog & framework contract (SLA/OLA/XLA, supplier annexes)
Cost model (unit rates, allocation, showback/chargeback)
Dashboards (ServiceNow/Power BI/Looker Studio): quality, experience, cost, risk
Compliance plan (NIS2/DORA, ISO 20000/19770)
KPIs & dashboards
Reliability: MTTR/MTBF, change success rate, debt backlog, release stability
Experience: journey-based XLAs, CES/CSAT, time-to-restore per persona
Efficiency: cost per service unit, automation, FTE equivalents
Compliance & risk: SLA/OLA, audit trails, remediated vulnerabilities, approved exceptions
Integrations & tooling
ITSM/ITOM: ServiceNow (SAM/Discovery/CMDB/Flow Designer), Jira, Azure DevOps
Asset & SAM/FinOps: Flexera One, Lansweeper, Snow, M365/Azure, VMware
Observability: monitoring, logging, AIOps; CMDB & dependency connectors
Why DE4ICT
Pragmatic approach: measurable results in 90/180/360 days
Dual expertise in governance and cost optimisation (SAM/FinOps)
Experience in large environments (industry, retail, public sector)
Vendor/integrator neutrality, value-driven and standardised
Engagement models
Fixed-price assessment
Build-Operate-Transfer (BOT) for SIO/SIAM Office
Coaching & governance (monthly subscription)