Service Integration and Management (SIAM) Foundation

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Häftad, Engelska, 2026

AvClaire Agutter,Michelle Major-Goldsmith,Simon Dorst

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Service integration and management (SIAM) is a management methodology for creating value in an ecosystem where multiple service providers contribute to end-to-end services. It has evolved as organizations moved from single-supplier outsourcing to multi-sourced, increasingly digital, cloud-enabled delivery, where objectives, contracts, data and targets can become misaligned. SIAM enables cross-functional, cross-process and cross-provider integration by establishing a service integrator capability that provides governance, management, integration, assurance and coordination at strategic, tactical and operational levels. It creates an ecosystem where all parties:Understand their role, responsibilities and contextAre empowered to deliver within clear boundariesAre accountable for the outcomes they enable This updated edition of SIAM Foundation provides a comprehensive introduction to SIAM and is the official guide for the EXIN SIAM™ Foundation certification. This publication helps candidates prepare for the Foundation exam and introduces SIAM concepts, roadmap stages, structures, roles, practices and cultural considerations for successful adoption. It will appeal to: Anyone seeking an introduction to SIAM and the SIAM™ Foundation certificationCustomer organizations and their staff managing multi-provider ecosystemsService integrators and their teams establishing end-to-end accountabilityInternal and external service providers wanting to work effectively in SIAMConsultants in service management supporting SIAM design and adoption “SIAM Foundation brings together the real-world experience of practitioners from across the SIAM community to provide a clear, practical introduction to managing services in a multi-provider ecosystem. It will help you focus on outcomes, deliver maximum value, and manage end-to-end services across complex supply networks, a necessity in today’s digital, cloud-enabled environments. SIAM Foundation sets out the essential definitions, roles, structures and practices, and explores the common challenges you’ll face when adopting SIAM, making it valuable for practitioners at every level as well as those studying for the globally recognised SIAM Foundation certification.”Claire Agutter

Produktinformation

Utgivningsdatum2026-04-28
Mått210 x 297 x 14 mm
Vikt859 g
FormatHäftad
SpråkEngelska
Antal sidor218
Upplaga3
FörlagIT Governance Publishing
ISBN9781787786233

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Scopism would like to thank the following people and organizations for their contributions to this document: SIAM Body of Knowledge ArchitectsClaire Agutter, ScopismMichelle Major-Goldsmith, Kinetic ITSimon Dorst, Kinetic IT ContributorsAkira Kato, IndependentDolf van der Haven, Powerful AnswersGary Williams, IndependentHelen Nunn, IndependentIan Clark, Fox ITSMIngrid Moleveld, EXINJordy Mertens, 2GripsKeith Palmer-HughesMichele RenaultPatrick Follon, Follon & PartnersPeter McKenzieRonald IsraelsStéphane Joret, LiscienceTim Hughes, IndependentTony Williams, Independent (formerly Sellafield LtdWim Bonte, Proximus

Introduction to service integration and management (SIAM). 171.1. What is SIAM?. 171.1.1.... The SIAM ecosystem... 191.1.2.... SIAM practices. 251.1.3.... SIAM and processes. 261.1.4.... SIAM roles. 261.1.5.... SIAM structural elements. 271.1.6.... SIAM model 311.1.7.... SIAM contractual and sourcing considerations. 321.2. The history of SIAM... 331.2.1.... SIAM as a concept 331.2.2.... The emergence of the term ‘SIAM’. 341.2.3.... Adoption of SIAM within the UK government 351.2.4.... The SIAM Body of Knowledge.. 361.3. The purpose of SIAM... 371.4. The scope of SIAM... 381.4.1.... Types of service within a SIAM model 401.4.2.... Commodity services. 411.5. SIAM and the business strategy. 411.5.1.... Why change?. 411.5.2.... Drivers for SIAM... 421.6. Value to the organization – the SIAM business case.. 531.6.1.... Improved service quality. 541.6.2.... Optimized costs and improved value.. 551.6.3.... Improved governance and control 561.6.4.... Improved flexibility. 56SIAM roadmap.. 572.1. Discovery & Strategy. 592.1.1.... Objectives. 592.1.2.... Triggers. 592.1.3.... Inputs. 592.1.4.... Activities. 602.1.5.... Outputs. 652.2. Plan & Build.. 652.2.1.... Objectives. 652.2.2.... Triggers. 662.2.3.... Inputs. 662.2.4.... Activities. 662.2.5.... Outputs. 782.3. Implement 792.3.1.... Objectives. 792.3.2.... Triggers. 792.3.3.... Inputs. 802.3.4.... Activities. 802.3.5.... Outputs. 832.4. Run & Improve.. 832.4.1.... Objectives. 832.4.2.... Triggers. 842.4.3.... Inputs. 842.4.4.... Activities. 842.4.5.... Outputs. 87SIAM structures. 883.1. Internally sourced service integrator 883.1.1.... When does a customer organization use this structure?. 893.1.2.... Advantages. 903.1.3.... Disadvantages. 913.2. Externally sourced service integrator 913.2.1.... When does a customer organization use this structure?. 923.2.2.... Advantages. 933.2.3.... Disadvantages. 943.3. Lead supplier as service integrator 943.3.1.... When does a customer organization use this structure?. 963.3.2.... Advantages. 973.3.3.... Disadvantages. 983.4. Hybrid service integrator 983.4.1.... When does a customer organization use this structure?. 993.4.2.... Advantages. 1003.4.3.... Disadvantages. 101SIAM roles. 1024.1. Roles and the SIAM roadmap.. 1024.1.1.... Definition of principles and policies. 1024.1.2.... Design.. 1034.1.3.... Allocation.. 1034.1.4.... Monitoring and improvement 1044.2. How is a role different in a SIAM ecosystem?. 1044.2.1.... The role of the customer organization.. 1054.2.2.... The role of retained capabilities. 1054.2.3.... The role of the service integrator 1054.2.4.... The role of service providers. 1064.3. Role description: Customer organization.. 1064.4. Role description: Service integrator 1074.5. Role description: Service provider 1084.6. Governance roles. 1094.6.1.... Strategic governance: Executive boards. 1114.6.2.... Tactical boards. 1134.6.3.... Operational boards. 1154.6.4.... Example operational board: Integrated change advisory board.. 1164.7. Operational roles. 1184.7.1.... Knowledge management forum... 1214.7.2.... Continual improvement forum... 1214.7.3.... Major incident working group.. 1224.8. The service desk in a SIAM ecosystem... 123SIAM practices. 1255.1. People practices. 1255.1.1.... Managing cross-functional teams. 1265.1.2.... Challenges related to cross-functional teams. 1275.1.3.... Recommendations for managing cross-functional teams. 1285.2. Process practices. 1325.2.1.... Integrating processes across service providers. 1335.2.2.... Challenges related to integrating processes. 1335.2.3.... Recommendations for integrating processes. 1355.3. Measurement practices. 1375.3.1.... Reporting on end-to-end services. 1385.3.2.... Challenges related to reporting on end-to-end services. 1385.3.3.... Recommendations for reporting.. 1405.4. Technology practices. 1425.4.1.... Creating a tooling strategy. 1425.4.2.... Challenges related to creating a tooling strategy. 1445.4.3.... Recommendations related to creating a tooling strategy. 1465.5. SIAM and other practices. 1485.5.1.... Service management practices. 1485.5.2.... ISO standards. 149SIAM cultural considerations. 1516.1. Cultural change.. 1516.1.1.... What does this mean in a SIAM ecosystem?. 1516.1.2.... Why is it important?. 1526.1.3.... What challenges will be faced?. 1536.1.4.... How can they be resolved?. 1536.1.5.... Cultural change and the SIAM structures. 1546.2. Collaboration and cooperation.. 1556.2.1.... What does this mean in a SIAM ecosystem?. 1556.2.2.... Why is it important?. 1566.2.3.... What challenges will be faced?. 1566.2.4.... How can they be resolved?. 1576.2.5.... Collaboration and cooperation and the SIAM structures. 1626.3. Cross-service provider organization.. 1636.3.1.... What does this mean in a SIAM ecosystem?. 1636.3.2.... Why is it important?. 1646.3.3.... What challenges will be faced?. 1646.3.4.... How can they be resolved?. 1646.3.5.... Cross-service provider organization and the SIAM structures. 165Challenges and risks. 1667.1. Challenge: Building the business case.. 1667.1.1.... Which parties will this challenge affect?. 1677.1.2.... Which roadmap stage will this challenge affect?. 1677.1.3.... Associated risks. 1677.1.4.... Potential mitigation.. 1687.2. Challenge: Level of control and ownership.. 1687.2.1.... Which parties will this challenge affect?. 1697.2.2.... Which roadmap stage will this challenge affect?. 1697.2.3.... Associated risks. 1697.2.4.... Potential mitigation.. 1707.3. Challenge: Commercial challenges. 1707.3.1.... Which parties will this challenge affect?. 1717.3.2.... Which roadmap stage will this challenge affect?. 1717.3.3.... Associated risks. 1727.3.4.... Potential mitigation.. 1727.4. Challenge: Security. 1737.4.1.... Which parties will this challenge affect?. 1737.4.2.... Which roadmap stage will this challenge affect?. 1747.4.3.... Associated risks. 1747.4.4.... Potential mitigation.. 1747.5. Challenge: Cultural fit and behaviors. 1757.5.1.... Which parties will this challenge affect?. 1767.5.2.... Which roadmap stage will this challenge affect?. 1767.5.3.... Associated risks. 1767.5.4.... Potential mitigation.. 1767.6. Challenge: Measuring success. 1777.6.1.... Which parties will this challenge affect?. 1777.6.2.... Which roadmap stage will this challenge affect?. 1777.6.3.... Associated risks. 1787.6.4.... Potential mitigation.. 178Appendix A: SIAM Processes. 179SIAM processes. 1791.1. What is a process?. 1791.2. Process vs. practice.. 1801.3. Process roles. 1811.3.1.... Process owner 1811.3.2. Process manager 1811.3.3.... Process coordinator 1821.3.4.... Process practitioner 1831.4. Processes and the SIAM ecosystem... 183Common SIAM process considerations. 1852.1. Complexity. 1852.2. Who owns the end-to-end process?. 1852.3. Toolset considerations. 1862.4. Data and information considerations. 1862.4.1.... Who owns the data?. 1862.4.2.... Who owns the intellectual property on artefacts?. 1862.4.3.... Is data and information consistent?. 1862.4.4.... How is access to shared data, information, and tools controlled?. 1872.4.5.... Who is responsible for process improvement?. 1872.4.6.... How will compliance and assurance be managed?. 1872.4.7.... Details of individual processes. 187Tactical processes. 1893.1. Continual service improvement 1893.1.1.... Process purpose and objective.. 1893.1.2.... Process scope.. 1893.1.3.... Process activities. 1893.1.4.... SIAM considerations. 1903.1.5.... Examples of roles. 1913.1.6.... Examples of process touchpoints. 1913.1.7.... Examples of inputs & outputs. 1913.1.8.... Example metrics. 1923.1.9.... SIAM process forum... 1923.2. Supplier management 1923.2.1.... Process purpose and objective.. 1923.2.2.... Process scope.. 1933.2.3.... Process activities. 1933.2.4.... SIAM considerations. 1933.2.5.... Examples of roles. 1943.2.6.... Examples of process touchpoints. 1943.2.7.... Examples of inputs & outputs. 1953.2.8.... Example metrics. 1953.2.9.... SIAM process forum... 1953.3. Change and release management 1963.3.1.... Process purpose and objective.. 1963.3.2.... Process scope.. 1963.3.3.... Process activities. 1973.3.4.... SIAM considerations. 1973.3.5.... Examples of roles. 1983.3.6.... Examples of process touchpoints. 1993.3.7.... Examples of inputs & outputs. 1993.3.8.... Example metrics. 2003.3.9.... SIAM process forum... 200Appendix B: Glossary of terms. 201Appendix C: List of acronyms. 210

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