Service integration and management (SIAM) is a management approach for environments that include more than one supplier of services. It has evolved over the last decade and is now rapidly growing in popularity.

Until recently, if you ask ten people to define SIAM, you’d get ten different answers. It’s one of the interesting things about SIAM – it’s evolved in response to business problems, so each organization has its own take on what SIAM is and the best way to apply it.

A recent practitioner-led initiative has created the SIAM Foundation Body of Knowledge, drawing on information from many organizations to define the principles of SIAM for the first time.

Title:

Service Integration and Management (SIAM) Foundation Body of Knowledge (BoK) in 3 minutes

The Basics:

SIAM helps companies who are struggling to manage their suppliers and not getting the value they expect. It introduces the concept of a service integrator, as shown below.

SIAM Foundation BoK

The service integrator is a specialist function that coordinates the service providers, providing an end-to-end view of provision and encouraging the service providers to collaborate, innovate, and improve.

As more and more organizations source services from different service providers, SIAM gives them a structure that allows them to add and remove service providers quickly and efficiently, with contracts, agreements, and a culture that drive the right behaviours from all parties.

A SIAM model also helps service providers as well as the customer; they know what they are expected to achieve and can focus on business value, not just contractual targets.

Better service integration delivers many benefits:

  • Improved service quality
  • Optimized costs
  • Improved value
  • Improved governance and control
  • Greater flexibility

Summary:

The SIAM Foundation Body of Knowledge was created by Scopism, with input from global organizations including Atos, ISG, ITSM Value, Kinetic IT, Sopra Steria, Syniad IT and TCS, plus a number of independent practitioners.

The BoK provides the material that supports the SIAM Foundation training and certification program, created by Scopism, EXIN and BCS.

The BoK defines SIAM as “a management methodology that can be applied in an environment that includes services sourced from a number of service providers.”

As more and more organizations source services from multiple suppliers, the importance of SIAM will increase.  Failure to manage suppliers effectively can lead to higher costs, lower quality services and a lack of organizational agility.  The Foundation BoK explains how traditional management processes like change management need to be adapted and augmented to work effectively in a multi-service provider environment.

SIAM management practices can be applied to both IT services and non-IT services.

Target Audience: The content in the BoK will be of value to all organizations in the SIAM ecosystem; customer organizations, service integrators, and service providers.  Some of the roles that this book will be relevant for include:

  • SIAM consultants
  • Service managers
  • SIAM sales
  • Project managers
  • Engagement managers
  • Service delivery roles
  • Business analysts
  • Change managers
  • Service level managers
  • Business relationship managers
  • Performance managers
  • Programme managers
  • Project analysts
  • Supplier managers
  • Commercial managers
  • Service architects
  • Enterprise architects
  • Process architects
  • Solution architects
  • Operations managers
  • Business change practitioners
  • Organisational change practitioners
  • Vendor managers
  • Transition managers
  • Management consultants
  • Process managers/owners

Scope:

The BoK includes:

  • Introduction to SIAM
  • SIAM roadmap
  • SIAM structures
  • SIAM and other practices
  • SIAM roles and responsibilities
  • SIAM practices
  • SIAM cultural considerations
  • Challenges and risks

Relevant reading:

Service Integration and Management Foundation BoK in 3 minutes
ISBN: 9789401801027 - hardcopy
Author: Claire Agutter

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