Service Integration and Management Foundation Body of Knowledge (SIAM® Foundation BoK)

Name: Service Integration and Management Foundation Body of Knowledge (SIAM® Foundation BoK)
Author: Claire Agutter

Paperback Engels 2017 1e druk 9789401801027

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Samenvatting

This book introduces service integration and management (SIAM). Its contents are the source material for the EXIN BCS Service Integration and Management Foundation (SIAM®F) certification. It will be useful for anyone working in a SIAM environment, whether they are a customer, a service integrator or a service provider. Drawing on experiences from companies including Atos, Sopra Steria, Syniad IT, TCS, Kinetic IT and ISG, the book describes topics including the origins of SIAM, the different SIAM structures, roles, challenges, risks and more.

Service integration and management (SIAM) is a management methodology that can be applied in an environment that includes services sourced from a number of service providers. SIAM supports cross-functional, cross-process, and cross-provider integration.

It creates an environment where all parties:
- Know their role, responsibilities and context in the ecosystem
- Are empowered to deliver
- Are held accountable for the outcomes they are required to deliver.

SIAM introduces the concept of a service integrator, which is a single, logical entity held accountable for the end to end delivery of services and the business value that the customer receives.
The second part of the book contains the SIAM Process Guides. This is a (not exhaustive) list of processes that support SIAM. Its aim is to identify SIAM considerations for common processes used in a SIAM environment, not to describe each process in detail.

This is based on a standard process description document that includes:
- The purpose and objectives of the process
- The trigger for starting the process
- Process activities or steps
- Roles and responsibilities, including a RACI model
- Metrics for the process, including service levels, targets, and key performance indicators
- Process inputs and outputs
- Escalation paths
- Associated toolsets
- Data and information requirements

Specificaties

ISBN13:9789401801027

Trefwoorden:IT Service Management, SIAM

Taal:Engels

Bindwijze:paperback

Uitgever:Van Haren Publishing B.V.

Druk:1

Verschijningsdatum:23-3-2017

Hoofdrubriek:IT-management / ICT

Expertrecensies (1)

SIAM, een essentiele IT competentie voor elke grotere organisatie

Rik Lammers | 13 juni 2017

SIAM staat voor ‘Service Integration en Management’ Een betrekkelijk nieuw begrip wat gebruikt wordt in de IT om een coherente aanpak richting service aanbieders te omschrijven.
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About this Document
Authors and Contributors
Document Purpose

1. Introduction to Service Integration and Management (SIAM)
1.1. What is SIAM?
1.2. The History of SIAM
1.3. The Purpose of SIAM
1.4. The Scope of SIAM
1.5. SIAM and the Business Strategy
1.6. Value to the Organization – the SIAM Business Case

2. SIAM Roadmap
2.1. Discovery and Strategy
2.2. Plan and Build
2.3. Implement
2.4. Run and Improve

3. SIAM Structures
3.1. Externally Sourced Service Integrator
3.2. Internally Sourced Service Integrator
3.3. Hybrid Service Integrator
3.4. Lead Supplier as Service Integrator

4. SIAM and Other Practices
4.1. IT Service Management
4.2. Lean
4.3. COBIT
4.4. DevOps
4.5. Agile, Including Agile Service Management

5. SIAM Roles and Responsibilities
5.1. Roles and the SIAM Roadmap
5.2. How is a Role Different in a SIAM Ecosystem?
5.3. Role Description: Customer Organization, including Retained Capabilities
5.4. Role Description: Service Integrator
5.5. Role Description: Service Provider
5.6. Governance Roles
5.7. Operational Roles
5.8. The Service Desk in a SIAM Ecosystem

6. SIAM Practices
6.1. People Practices: Managing Cross-functional Teams
6.2. Process Practices: Integrating Processes across Service Providers
6.3. Measurement Practices: Enable and Report on End to End Services
6.4. Technology Practices: Creating a Tooling Strategy

7. SIAM Cultural Considerations
7.1. Cultural Change
7.2. Collaboration and Cooperation
7.3. Cross-service Provider Organization

8. Challenges and Risks
8.1. Challenge: Building the Business Case
8.2. Challenge: Level of Control and Ownership
8.3. Challenge: Legacy Contracts
8.4. Challenge: Commercial Challenges
8.5. Challenge: Security
8.6. Challenge: Cultural Fit
8.7. Challenge: Behaviours
8.8. Challenge: Measuring Success
8.9. Challenge: Trust/Eliminating Micro-management
Appendix A: Glossary of Terms
Appendix B: Process Guide
B.1 What is a Process
B.2 Processes and the SIAM Ecosystem
B.2.1 Process Guides
B.3 Common SIAM considerations
B.3.1 Complexity
B.3.2 Who owns the End to End Process?
B.3.3 Toolset Considerations
B.3.4 Data and Information Considerations
B.4 Process Guide: Service Portfolio Management
B.5 Process Guide: Monitoring and Measuring
B.6 Process Guide: Event Management
B.7 Process Guide: Incident Management
B.8 Process Guide: Problem Management
B.9 Process Guide: Change and Release Management
B.10 Process Guide: Configuration Management
B.11 Process Guide: Service Level Management
B.12 Process Guide: Supplier Management
B.13 Process Guide: Contract Management
B.14 Process Guide: Business Relationship Management
B.15 Process Guide: Financial Management
B.16 Process Guide: Information Security Management
B.17 Process Guide: Continual Service Improvement
B.18 Process Guide: Knowledge Management
B.19 Process Guide: Toolset and Information Management
B.20 Process Guide: Project Management
B.21 Process Guide: Audit and Control