Service integration and management foundation SIAM Foundation study guide

Helen Morris has implemented improvement programs for a wide variety of organizations, based on IT Service Management best practice. Meer over de auteurs

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Helen Morris, Liz Gallagher

Service integration and management foundation SIAM Foundation study guide

Name: Service integration and management foundation SIAM Foundation study guide
Rating: 5.0 (1 reviews)
Author: Helen Morris

Paperback Engels 2017 9789401801041

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Samenvatting

This study guide provides readers with all of the information they need to prepare successfully for the EXIN/BCS SIAM BOK Foundation Exam. It includes all the content mandated by the EXIN/BCS Foundation Exam Preparation Guide, as well as a case study, exercises and sample solutions, quizzes and real world examples.

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.

This publication will be useful for anyone working in a SIAM environment, whether they are a customer, a service integrator or a service provider. The study material covers topics including the origins of SIAM, the different SIAM structures, roles, challenges, risks and more.

Specificaties

ISBN13:9789401801041

Trefwoorden:IT Service Management, SIAM

Taal:Engels

Bindwijze:paperback

Aantal pagina's:233

Uitgever:Van Haren Publishing B.V.

Druk:1

Verschijningsdatum:13-10-2017

Hoofdrubriek:IT-management / ICT

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Over Helen Morris

Helen Morris has implemented improvement programs for a wide variety of organizations, based on IT Service Management best practice. Helen holds the ITIL Manager and ITIL Expert certifications. She also holds the ISEB Consultancy certificate, and specializes in service management consultancy. Both Liz and Helen are fully accredited ITIL trainers.

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Inhoudsopgave

1 INTRODUCTION 1
1.1 Chapter Objectives 1
1.2 Purpose 1
1.3 Service Integration and Management 1
1.4 SIAM Foundation Exam 2
1.4.1 Target groups 2
1.5 SIAM Methodology 2
1.6 SIAM Foundation Study Guide 4
1.7 How to use this Study Guide 4
1.8 Case Study Joy Corporate Management 4
Current Support Model 6

2 INTRODUCTION TO SIAM. 7
2.1 Chapter Objectives 7
2.1.1 Key Points 7
2.2 What is SIAM? 7
2.2.2 Terminology 7
2.3 THE HISTORY OF SIAM 8
2.4 Purpose of SIAM 10
2.5 Scope of SIAM 11
2.6 Business Value of SIAM 12
2.6.1 Service Satisfaction 13
2.6.2 Service and Sourcing Landscape 15
2.6.3 Operational Efficiencies 17
2.6.4 External Drivers 19
2.6.5 Commercial Drivers 21
2.7 Summary 21
2.8 Quiz questions 22
2.9 Assignment 23

3 THE SIAM ECOSYSTEM AND STRUCTURES 25
3.1 Chapter Objectives 25
3.1.1 Key Points 25
3.2 Th e SIAM ecosystem 25
3.2.1 Th e Customer Organization 26
3.2.2 Th e Service Integrator 27
3.2.3 Th e Service Providers 29
3.3 Focus of SIAM Layers 30
3.3.1 Strategic Focus 31
3.3.2 Integration Focus 32
3.3.3 Delivery Focus 32
3.4 SIAM Structures 32
3.4.1 Externally Sourced Service Integrator 33
3.4.2 Internally Sourced Service Integrator 35
3.4.3 Hybrid Service Integrator 38
3.4.4 Lead Supplier 41
3.4.5 Factors influencing the choice of SIAM structure 43
3.5 Summary 43
3.6 Quiz questions 43
3.7 Assignments 44
Assignment 1 44
Assignment 2 44

4 ROLES AND RESPONSIBILITIES 45
4.1 Chapter Objectives 45
4.1.1 Key Points 45
4.2 Roles and the SIAM Roadmap 45
4.2.1 Definition of Principles and Policies 46
4.2.2 Design 46
4.2.3 Allocation 47
4.2.4 Monitoring and Improvement 47
4.3 Roles in a SIAM Ecosystem 47
4.3.1 Customer Organization 48
4.3.2 Service Integrator 49
4.3.3 Service Providers. 51
4.4 Operational Roles 52
4.4.1 Process Forums and Working Groups 53
4.4.2 Service Desk in a SIAM Ecosystem 54
4.5 Governance Roles 55
4.5.1 Executive Boards 57
4.5.2 Tactical Boards 58
4.5.3 Operational Boards 59
4.6 Summary 60
4.7 Quiz Questions 60
4.8 Assignments 61
Assignment 4.1 61
Assignment 4.2 62

5 THE SIAM IMPLEMENTATION ROADMAP 63
5.1 Chapter Objectives 63
5.1.1 Key Points 63
5.2 Th e SIAM Implementation Roadmap 63
5.2.1 Discovery and Strategy stage 65
5.2.2 Plan and Build stage 69
5.2.3 Implement stage 73
5.2.4 Run and Improve stage 76
5.3 Summary 78
5.4 Quiz questions 78
5.5 Assignments 79
Assignment 5.1 79
Assignment 5.2 79

6 SIAM PRACTICES 81
6.1 Chapter Objectives 81
6.1.1 Key Points 81
6.2 Practices 81
6.3 People Practices: Managing Cross-functional Teams 82
6.3.1 Challenges for Managing Cross-functional Teams 83
6.3.2 Practices for Managing Cross-functional Teams 84
6.4 Process Practices: Integrating Processes across Service Providers 87
6.4.1 Challenges for Integrating Processes across Service Providers 87
6.4.2 Practices for Integrating Processes across Service Providers 88
6.5 Measurement Practices: Enable and Report on END-TO-END Services 89
6.5.1 Challenges to Enabling and Reporting on End-to-End Services 89
6.5.2 Practices for Enabling and Reporting on End-to-End Services 90
6.6 Technology Practices: Creating a Tooling Strategy 92
6.6.1 Challenges Related to Creating a Tooling Strategy 92
6.6.2 Practices Related to Creating a Tooling Strategy 93
6.7 Summary 94
6.8 Quiz Questions 94
6.9 Assignments 95
Assignment 6.1 95
Assignment 6.2 95

7 PROCESSES TO SUPPORT SIAM 97
7.1 Chapter Objectives 97
7.1.1 Key Points 97
7.2 Processes and the SIAM Ecosystem 97
7.3 Process Guides 99
7.4 Common SIAM considerations 100
7.4.1 Complexity . 100
7.4.2 Process Ownership 101
7.4.3 Toolset Considerations 101
7.4.4 Data and Information Considerations 101
7.4.5 Process improvement 102
7.5 Common Processes Which Support SIAM 102
7.5.1 Service Portfolio Management 103
7.5.2 Monitoring and Measuring 103
7.5.3 Event Management 104
7.5.4 Problem Management 105
7.5.5 Change and Release Management 106
7.5.6 Confi guration Management 107
7.5.7 Service Level Management 109
7.5.8 Supplier Management 110
7.5.9 Contract Management 111
7.5.10 Business Relationship Management 112
7.5.11 Financial Management 113
7.5.12 Information Security Management 114
7.5.13 Continual Service Improvement 115
7.5.14 Toolset and Information Management 116
7.5.15 Audit and Control 116
7.6 Summary 117
7.7 Quiz questions 118
7.8 Assignment 118

8 DETAILED PROCESS EXAMPLES 119
8.1 Chapter Objectives 119
8.1.1 Key Points 119
8.2 Project Management 119
8.2.1 Agile vs. Waterfall 120
8.2.2 SIAM Considerations 120
8.2.3 Process Activities 120
8.2.4 Business case 121
8.2.5 Roles 121
8.2.6 Metrics 121
8.2.7 Inputs to Project Management 122
8.2.8 Outputs from Project Management 122
8.3 Incident Management 122
8.3.1 SIAM Considerations 122
8.3.2 Activities 123
8.3.3 Roles 123
8.3.4 Metrics 123
8.3.5 Bounce Count 123
8.3.6 Incident Monitoring 124
8.3.7 Security Incidents 124
8.3.8 Inputs and Outputs 124
8.4 Knowledge Management 124
8.4.1 SIAM Considerations 125
8.4.2 Activities 125
8.4.3 Roles 126
8.4.4 Metrics 126
8.4.5 Knowledge Management Inputs 126
8.4.6 Knowledge Management Outputs 126
8.5 Summary 127
8.6 Quiz questions 127
8.7 Assignment 128

9 CHALLENGES AND RISKS 129
9.1 Chapter Objectives 129
9.1.1 Key Points . 129
9.2 Building the Business Case 130
9.2.1 Who is Affected? 130
9.2.2 Which Roadmap Stage is Affected? 131
9.2.3 Risks 132
9.2.4 Mitigation 132
9.3 Level of Control and Ownership 133
9.3.1 Who is Affected? 133
9.3.2 Which Roadmap Stage is Affected? 134
9.3.3 Risks 135
9.3.4 Mitigation 135
9.4 Commercial Challenges, including Legacy Contracts 136
9.4.1 Who is Affected? 136
9.4.2 Which Roadmap Stage is Affected? 137
9.4.3 Risks 138
9.4.4 Mitigation 138
9.5 Security 139
9.5.1 Who is Affected? 139
9.5.2 Which Roadmap Stage is Affected? 140
9.5.3 Risks 141
9.5.4 Mitigation 141
9.6 Measuring Success 141
9.6.1 Who is Affected? 142
9.6.2 Which Roadmap Stage is Affected? 142
9.6.3 Risks 143
9.6.4 Mitigation 143
9.7 Trust and Eliminating Micro-management 144
9.7.1 Who is Affected? 144
9.7.2 Which Roadmap Stage is Affected?. 145
9.7.3 Risks 146
9.7.4 Mitigation 146
9.8 Culture, Collaboration and Cooperation 146
9.8.1 Who is Affected? 147
9.8.2 Which Roadmap Stage is Affected? 148
9.8.3 Risks 149
9.8.4 Mitigation 149
9.9 Summary 152
9.10 Quiz Questions 152
9.11 Assignments 153
Assignment 9.1 153
Assignment 9.2 153

10 SIAM AND OTHER PRACTICES 155
10.1 Chapter Objectives 155
10.1.1 Key Points 155
10.2 Popular frameworks 155
10.2.1 Other Frameworks 156
10.3 IT service management frameworks 157
10.3.1 ITIL® 157
10.3.2 ITIL and SIAM 158
10.4 ISO/IEC 20000 162
10.5 Lean 164
10.6 Agile, including Agile Service Management 165
10.6.1 Agile service management 165
10.7 DevOps 166
10.7.1 DevOps Practices: Ownership and Accountability 166
10.7.2 DevOps Practices: Culture and Sharing 167
10.7.3 DevOps Practices: Automation 167
10.7.4 DevOps Practices: Continual Experimentation and Learning 167
10.8 COBIT 167
10.8.1 Meeting Stakeholder Needs 169
10.8.2 Covering the Enterprise End-to-End 169
10.8.3 Applying a Single, Integrated Framework 169
10.8.4 Enabling a Holistic Approach 169
10.8.5 Separating Governance from Management 170
10.9 Summary 171
10.10 Quiz questions 171

APPENDIX A QUIZ AND ASSIGNMENT ANSWERS 171
A.1 Quiz question answers 171
A.1.1 Chapter 2 171
A.1.2 Chapter 3 172
A.1.3 Chapter 4 173
A.1.4 Chapter 5 174
A.1.5 Chapter 6 175
A.1.6 Chapter 7 177
A.1.7 Chapter 8 178
A.1.8 Chapter 9 180
A.1.9 Chapter 10 181
A.2 Assignment answers 182
A.2.1. Chapter 2 assignment 182
A.2.2 Chapter 3 assignment 1 182
A.2.3 Chapter 3 assignment 2 183
A.2.4 Chapter 4 assignment 1 184
A.2.5 Chapter 4 assignment 2 185
A.2.6 Chapter 5 assignment 1 186
A.2.7 Chapter 5 assignment 2 187
A.2.8 Chapter 6 assignment 1 189
A.2.9 Chapter 6 assignment 2 190
A.2.10 Chapter 7 assignment 190
A.2.11 Chapter 8 assignment 191
A.2.12 Chapter 9 assignment 1 192
A.2.13 Chapter 9 assignment 2 193
APPENDIX B SIAM TERMS AND DEFINITIONS 195
APPENDIX C REQUIREMENTS FOR CERTIFICATION 205
Requirements for certification 205
Examination details 205
APPENDIX D SERVICE INTEGRATION AND MANAGEMENT (SIAM®)
FOUNDATION SAMPLE EXAM 207
Appendix D Example exam 207
Appendix D.1 Sample exam 208
Appendix D.2 Answer key 216
Appendic D.3 Evaluation 233