In the ever-evolving landscape of IT management, Joanne’s journey through organisations like BT, DWP, NHS, and now St. John Ambulance offers critical insights into how strategic partnerships can revolutionise IT strategies.
By implementing the principles of Service Integration and Management (SIAM), she has demonstrated the power of collaboration, the necessity of defining roles before implementation, and the value of maintaining a unified approach throughout the lifecycle of IT projects.
Joanne’s experience with SIAM dates back to her early days with the Department for Work and Pensions (DWP), where the model’s foundation was laid through a multi-supplier approach. This method was initially applied to a singular supplier model and evolved to incorporate more collaborative practices. The principle of SIAM is not a rigid structure but a set of guidelines adaptable to the specific needs of an organisation. Joanne emphasises that SIAM’s strength lies in its flexibility, allowing businesses to tailor the model to their unique requirements, thus avoiding a one-size-fits-all approach.
Before embarking on any IT transformation, it is crucial to establish clear definitions of roles and responsibilities. In Joanne’s experience, the success of a transformation program hinges on understanding who the partners, suppliers, and customers are. Without this clarity, efforts can become fragmented, leading to inefficiencies and a lack of accountability. By clearly delineating these roles, Joanne has ensured that all stakeholders are aligned with the organisation’s objectives, leading to more streamlined and effective operations.
One Truth, Cradle to Grave
One of the most significant lessons from Joanne’s career is the importance of collaboration. She has consistently brought people together—across different organisations and sectors—to solve complex problems. For instance, during her time with the NHS, Joanne integrated ITIL principles with SIAM to foster a collaborative environment. This approach proved invaluable during the COVID-19 pandemic, where managing critical services required the concerted efforts of multiple partners. The collaboration enabled swift responses to crises, demonstrating the power of a united front in overcoming challenges.
Central to the SIAM model is the concept of maintaining a single version of truth. This principle ensures that all parties involved in an IT project operate from the same data and insights, minimising discrepancies and miscommunication. Joanne’s implementation of this principle across various projects has underscored its importance. Whether dealing with incidents, problems, or new business initiatives, having a unified source of truth has enabled better decision-making and faster resolution of issues.
Joanne’s partnership approach has not only optimised resources but also driven efficiency across the board. In the not-for-profit sector, where resources are often limited, leveraging partnerships becomes even more critical. By fostering open and honest relationships with suppliers, Joanne has been able to access additional resources and expertise at minimal cost. This approach was particularly effective during the COVID-19 pandemic, where the need for rapid deployment of services was paramount. Through collaboration with suppliers and partners, Joanne ensured that services were maintained without compromising quality or increasing costs.
Scaling when it Mattered
The COVID-19 pandemic posed unprecedented challenges to IT management. Joanne’s experience in setting up the national test and trace service highlighted the importance of having a robust IT strategy in place. By applying SIAM principles and fostering partnerships across local and central governments, Joanne was able to manage and scale services effectively. This effort ensured that essential services were delivered without disruption, demonstrating the critical role of IT in crisis management.
Joanne’s journey through various organisations and her application of SIAM principles underscore the importance of securing the landing zone before take-off. By clearly defining roles, fostering true collaboration, maintaining a single version of truth, and leveraging partnerships, organisations can optimise their IT strategies and navigate complex challenges with greater efficiency and effectiveness.
Joanne will be sharing more insights on this topic at Scopism’s Service North Conference in November, where she will discuss the power of partnership in transforming IT strategy from a boardroom perspective. Her experience serves as a testament to the impact that strategic partnerships can have on the success of IT management across both public and private sectors.
About the Author
Joanne Todd is the CIO at St John Ambulance. She has a deep history with Service Integration and Management (SIAM) with a career spanning high-level IT roles, including BT, DWP and the NHS, playing a crucial role in setting up the UK’s national test and trace service, applying SIAM principles to scale services effectively.
