Service Integration and Management (SIAM™) Professional Body of Knowledge (BoK)

Scopism would like to thank the following people and organizations for their contributions to this document: SIAM Body of Knowledge Architects:Claire Agutter, ScopismMichelle Major-Goldsmith, Kinetic ITSimon Dorst, Kinetic IT Lead authors:Barry Corless, CGILatha Aiyer, IndependentPeter McKenzie, Sintegral Contributors:Bengt Alverborg, DeLavalBrett Allen, Kinetic ITChiharu Oda, Dig2 NextDeclan Galvin, IndependentLennart Rasche, Karer ConsultingMichael Sand, DeLavalRohan Kadam, Cognizant Technology SolutionsSimon Roller, IndependentTim Hughes, IndependentTony Williams, Independent (formerly Sellafield Ltd)Toshio Suzuki, Dig2 NextWim Bonte, Proximus

• Introduction1.1.        Intended audience       1.2.        The background of SIAM            1.3.        SIAM key concepts       1.4.        SIAM layers      1.4.1.    Customer organization              1.4.2.    Service integrator         1.4.3.    Service provider             1.5.        SIAM structures             1.5.1.    Internally sourced service integrator   1.5.2.    Externally sourced service integrator  1.5.3.    Lead supplier as service integrator      1.5.4.    Hybrid service integrator           1.6.        SIAM terminology          1.6.1.    SIAM practices1.6.2.    SIAM roles         1.6.3.    SIAM structural elements         1.6.4.    SIAM model      1.7.        SIAM roadmap1.8.        Roadmap flow SIAM roadmap stage 1: Discovery & Strategy  2.1.        Formulate the strategy2.1.1.    What is strategy?          2.1.2.    Strategic drivers for SIAM2.1.3.    Strategy formation       2.1.4.    Communicating the strategy2.1.5.    Stakeholders   2.1.6.    Managing strategy        2.2.        Analyze the current state          2.2.1.    Mapping the landscape              2.2.2.    Analyze the marketplace          2.2.3.    The role of analysts, benchmarkers, and advisors        2.2.4.    Current organizational capabilities and constraints    2.2.5.    Existing services and service groupings             2.2.6.    Existing service providers         2.2.7.    The customer organization      2.2.8.    Other influences            2.2.9.    Collaboration  2.3.        Initiate the SIAM transition       2.3.1.    Project and product delivery methods2.3.2.    Agile, waterfall, or continuous delivery2.3.3.    Project governance      2.3.4.    Implementation approach       2.3.5.    Outcomes, objectives, and benefits management      2.3.6.    Measurements during Discovery & Strategy    2.4.        Establish a SIAM governance framework          2.4.1.    Governance in a SIAM ecosystem        2.4.2.    Governance enablers 2.4.3.    Governance requirements       2.4.4.    Ownership of controls2.4.5.    Governance framework             2.4.6.    SIAM governance roles2.4.7.    Ownership        2.4.8.    Segregation of duties2.4.9.    Documentation             2.4.10. Risk management        2.4.11. Auditing controls2.4.12. Supplier and contract management2.4.13. Monitoring and measuring service performance           2.4.14. Demand management2.5.        Define principles and policies for roles and responsibilities   2.5.1.    Skills frameworks         2.5.2.    Considering incumbent staff displacement    2.6.        Create an outline business case           2.6.1.    Business case approaches      2.6.2.    Create the outline SIAM model               2.6.3.    Critical success factors             SIAM roadmap stage 2: Plan & Build    3.1.        Continual discovery and readiness validation3.2.        Design the detailed SIAM model            3.2.1.    Service map considerations    3.2.2.    Sourcing approach and the selected SIAM structure   3.2.3.    The importance of contracts in SIAM   3.2.4.    Process models             3.2.5.    Governance model3.2.6.    Detailed roles and responsibilities       3.2.7.    Performance management and reporting framework 3.2.8.    Collaboration model   3.2.9.    Tooling strategy             3.2.10. Ongoing improvement framework        3.3.        Organizational change management approach             3.3.1.    Organizational change in a SIAM ecosystem   3.3.2.    Challenges for organizational change activity3.3.3.    Virtual and cross-functional teams     3.3.4.    Conflict resolution        3.4.        Planning the approaches for onboarding service          3.4.1.    Onboarding process    3.4.2.    Plan for appointing service providers  3.4.3.    Transition planning       3.4.4.    Commercial management       3.5.        Integration recommendations3.6.        Formal approval to implementSIAM roadmap stage 3: Implement      4.1.        Comparing implementation approaches4.1.1.    Big bang approach        4.1.2.    Phased approach          4.1.3.    Real-world conditions for implementation      4.1.4.    Sustaining the current service 3034.2.        How to transition to the approved SIAM model              4.2.1.    Operational handover 4.2.2.    Knowledge transfer      4.2.3.    Early life support            4.3.        Apply ongoing organizational change management    4.3.1.    Staff morale and motivation    4.3.2.    Communicating with and preparing stakeholders        4.3.3.    Conducting awareness campaigns      4.3.4.    Measure effectiveness4.3.5.    SIAM social network    SIAM roadmap stage 4: Run & Improve              5.1.        Operate governance structural elements         5.1.1.    Strategic governance: executive boards            5.1.2.    Tactical governance boards     5.1.3.    Operational governance boards            5.2.        Forums and working groups     5.3.        Technology practices  5.4.        Ongoing performance management and improvement             5.4.1.    Key performance indicator mapping and service level reporting           5.4.2.    Evolving ways of working           5.4.3.    Ongoing service provider management             5.4.4.    Supplier and contract management information system (SCMIS)        5.5.        Audit and compliance5.6.        Risk and reward mechanisms5.7.        Ongoing change management5.7.1.    Ongoing capability assessment            5.7.2.    Skills mapping5.7.3.    Ongoing training needs analysis and training plans      5.7.4.    Succession planning   Appendix A: Glossary of termsList of acronyms