SIAM: Retained Capabilities vs Internal Service Providers Question
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I just finished watching the External and Internal Service Providers episodes for SIAM Foundations, and I'm a little confused as to what the difference is between Retained Capabilities and Internal Service Providers. When Retained Capabilities were first covered, I assumed they were internal service providers, but based on these episodes that is not the case, and Retained Capabilities aren't really addressed in these episodes so I'm having trouble with this. The diagrams show Retained Capabilities as part of the customer organization, but Internal Service Providers are defined also as part of the customer organization - so what is the difference? Some examples would be helpful.
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@Alexandrea-Ober said in SIAM: Retained Capabilities vs Internal Service Providers Question:
I just finished watching the External and Internal Service Providers episodes for SIAM Foundations, and I'm a little confused as to what the difference is between Retained Capabilities and Internal Service Providers. When Retained Capabilities were first covered, I assumed they were internal service providers, but based on these episodes that is not the case, and Retained Capabilities aren't really addressed in these episodes so I'm having trouble with this. The diagrams show Retained Capabilities as part of the customer organization, but Internal Service Providers are defined also as part of the customer organization - so what is the difference? Some examples would be helpful.
Retained Capabilities are specific skills required by each layer within the SIAM model environment. These skills are specific roles that must reside wholly within the customer and not transferable to a 3rd party. Examples of these skills include: contract management, enterprise architecture, business relationship and strategy management. So for example, the skill of strategy management shouldn't be decided by the service provider that serves the business but the business itself.
Service providers, whether internal or external, operate on its own process and will deliver services to the business and even communicate with other providers too. This allows them to not only specialize in a skillset but also to collaborate with other so they can use the skills of other providers and teams to deliver the skills that are needed. For example, an internal service provider team may be your company's technical support team for regular day to day access to Microsoft 365 and even printer support. But, they may not have the special skill to support a user that has specific Salesforce issues beyond the skills of the current technical support team. This issue, though brought up in a support ticketing system may require a collaboration with or an escalation to the Salesforce support team, whether they are internal or external.
I hope this helps.
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@Ronnie-Wong Thank you! This was extremely helpful and clarified the difference for me.
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Glad to help, thanks for being a member!