In this exclusive feature, we delve into the mind and methods of Best Practice Service Integration & Management (SIAM) specialist and Strategic IT Service Management (ITSM) expert, Karen Armstrong Tucker. With over 25 years of distinguished experience in her field, Tucker has built an impressive career that spans across multiple industries. Her journey currently calls her to duty at Harp Strategy, where she seeks to reshape the way organizations integrate and manage services. Within this in-depth interview, Tucker provides insights into her work, motivations, and her vision for the future of ITSM and SIAM. Prepare to explore the nuanced world of strategic IT with one of the industry's longstanding professionals, as we dive into an enlightening discussion with Karen Armstrong Tucker.

What are your areas of expertise?

I specialize in Best Practice Service Integration & Management (SIAM) and Strategic IT Service Management (ITSM) with over 25+ years of experience, and 13 years offering Consultancy & Assurance services.

Engagements encompass multiple industries including medium to large Software, Telecommunications, Utility, Banking & Finance, Insurance, Education, Government (State & Federal), Health, Retail, and Management Consultancies within IT Enterprise Business, IT Service Providers & Suppliers.

Harp Strategy assists organizations in incorporating new ways of working, collaboration, and a human-centric approach to integrating, managing, and aligning services holistically across the Service Provider ecosystem. We understand where ITSM maturity is a dependency for a successful SIAM Model and we can advise where effort needs to be uplifted to increase SIAM feasibility and achieve Service Value.

I use a practical yet flexible Model for Service Integration which enables SIAM to address: Service Levels, Process & Practices, Technology, Data, Governance, Commercial Arrangements, Functions, Teams, and Culture.

I assist organizations to shift and re-evaluate how to integrate and manage services across the end-to-end Service Provider ecosystem. Manage your environment with increased confidence when your Strategic Drivers are part of your SIAM Model to deliver true Service-Value.

I am often engaged as an unbiased Facilitator and Advisor across the Service Provider ecosystem to re-align Supplier arrangements, identify mutually beneficial outcomes, and improve existing relationships to embed ongoing success.

What's your main motivation for being an advisor?

ITSM & SIAM capability touches everything across the complete end-to-end Service Provider ecosystem and Service Value Chain. The impact of not getting this right can be significant, particularly for the Customer Experience, ongoing Supplier relationships, productivity, and culture.

My engagements identify what is causing pain-points and to provide insights on how this can be addressed effectively, to support current initiatives and uplift service performance.

My vision is to advise boards across all industries, with varied levels of maturity and complexity, to consider ITSM and SIAM at the forefront of everything you do.

What types of situations are you capable of advising on?

I can provide important input into Supplier RFP, Evaluation & On-board and recommendations for inclusions into Commercial arrangements to align with ITSM & SIAM.

Input into Service Design and Strategic Service Management.

I can advise and educate on Best Practice ITSM & SIAM using a practical approach for the environment to define Frameworks that are tailored and fit for purpose.

Provide input on SIAM Maturity Assessments and Feasibility for adoption by your Organization.

Strong Cultural Change Management, with insights into what it takes to design high performing, engaged, and collaborative teams and culture.

Do you see any disruptive trends on the horizon in your industry or position?

I often see confusion about what SIAM is and how it can benefit your organization. It doesn't replace your Service Management capability, it is dependent on it for SIAM to be successful. This is often misunderstood, as is the Service Integrator (SI) Function which is a new concept that SIAM has introduced.

Education on SIAM is a key driver in a lot of my consulting engagements, as it can be misinterpreted on many levels. My goal is to help guide my clients to clarity and to work with them to create a practical SIAM Roadmap and methods on the right way of adopting SIAM.

SIAM also offers new ways of working, flexibility, collaboration, empowerment of Service Providers and an integrated culture.

In conclusion, Karen Armstrong Tucker is an industry-leading professional, offering specialized expertise in Service Integration & Management (SIAM) and Strategic IT Service Management (ITSM) with over 25 years of experience. She has an extensive background in providing consultancy and assurance services across a multitude of industries, and her unique approach incorporates new ways of working, fostering collaboration, and nurturing a human-centric strategy to service integration and management. Karen's practical model for SIAM ensures a comprehensive addressal of key aspects like Service Levels, Processes, Technology, Data, Governance, and more.

Furthermore, Karen’s services extend to assisting organizations in re-evaluating their service integration and management strategies and guiding them towards embedding success in their supplier relationships. By incorporating strategic drivers into your SIAM model, your organization will gain the ability to manage its environment with increased confidence and realize the true Service-Value.

For those looking for expert guidance in this field, Karen Armstrong Tucker is available for hire as an advisor on AdvisoryCloud. Her wealth of knowledge and experience in SIAM and ITSM assures that she is well equipped to bring significant improvements to your service provider ecosystem."