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