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

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Häftad, Engelska, 2026

AvClaire Agutter,Barry Corless,Latha Aiyer,Michelle Major-Goldsmith,Peter McKenzie,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 coordinates governance, management, assurance and continual improvement. It creates an ecosystem where all parties understand their role, responsibilities and context, are empowered to deliver within boundaries, and are accountable for the outcomes they enable.SIAM Professional, third edition, forms part of the refreshed Scopism SIAM Body of Knowledge and is the official guide for the EXIN SIAM™ Professional certification. This book supports candidates preparing for the certification and focuses on applying SIAM in practice, building on the concepts introduced in SIAM Foundation. The book will appeal to:Practitioners who want to deepen their SIAM capability and achieve the SIAM™ Professional certificationCustomer organizations seeking practical guidance for operating and improving multi-provider servicesService integrators and their teams delivering integrated, outcome-focused governanceInternal and external service providers wanting clarity on how to collaborate in a SIAM ecosystemConsultants in service management and related frameworks looking to extend their expertise “Over the last decade we’ve seen SIAM gain relevance across increasingly complex provider landscapes and supply chain management challenges. The updated SIAM Body of Knowledge offers a renewed look at the core concepts of multi-provider management but extends the breadth and depth of this with additional and flexible Compendiums. More than 75 experts from around the world offered their knowledge, experience and thoughts to provide content that is applicable and suitable for any type of organization.As part of the Body of Knowledge, SIAM Professional does exactly that; it expands on the foundational concepts, offering advice and examples that transform SIAM theory and common sense to practically applicable guidance. We hope practitioners can find knowledge and inspiration from this publication to improve their organizational operating model.”Simon Dorst & Michelle Major-Goldsmith

Produktinformation

Utgivningsdatum2026-03-30
Mått210 x 297 x 27 mm
Vikt1 593 g
FormatHäftad
SpråkEngelska
Antal sidor414
Upplaga3
FörlagIT Governance Publishing
ISBN9781787786196

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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

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