Cover image for Service Integration and Management (SIAM™) Foundation Body of Knowledge (BoK), Second edition

Service Integration and Management (SIAM™) Foundation Body of Knowledge (BoK), Second edition

Release Date: 2021/07/01
ISBN: 9781787783126
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Service Integration and Management (SIAM™) Foundation Body of Knowledge (BoK), Second edition has been updated to reflect changes to the market and is the official guide for the EXIN SIAM™ Foundation certification.

Prepare for your SIAM™ Foundation exam and understand how SIAM can benefit your organization!

Table of Contents

  1. Cover Image
  2. Title Page
  3. Copyright
  4. Foreword
  5. Contents
  6. About This Book
  7. Chapter 1: Introduction to Service Integration and Management (SIAM)
    1. 1.1 What is SIAM?
    2. 1.1.1 The SIAM ecosystem
    3. 1.1.2 SIAM practices
    4. 1.1.3 SIAM and processes
    5. 1.1.4 SIAM functions
    6. 1.1.5 SIAM roles
    7. 1.1.6 SIAM structural elements
    8. 1.1.7 SIAM models
    9. 1.1.8 SIAM contractual and sourcing considerations
    10. 1.2 The history of SIAM
    11. 1.2.1 SIAM as a concept
    12. 1.2.2 The emergence of the term ‘SIAM’
    13. 1.2.3 Growth and adoption of SIAM within the UK government
    14. 1.2.4 SIAM history
    15. 1.3 The purpose of SIAM
    16. 1.4 The scope of SIAM
    17. 1.4.1 Types of service
    18. 1.5 SIAM and the business strategy
    19. 1.5.1 Why change?
    20. 1.5.2 Drivers for SIAM
    21. 1.6 Value to the organization – the SIAM business case
    22. 1.6.1 Improved service quality
    23. 1.6.2 Optimized costs and improved value
    24. 1.6.3 Improved governance and control
    25. 1.6.4 Improved flexibility
  8. Chapter 2: SIAM roadmap
    1. 2.1 Discovery & Strategy
    2. 2.1.1 Objectives
    3. 2.1.2 Triggers
    4. 2.1.3 Inputs
    5. 2.1.4 Activities
    6. 2.1.5 Outputs
    7. 2.2 Plan & Build
    8. 2.2.1 Objectives
    9. 2.2.2 Triggers
    10. 2.2.3 Inputs
    11. 2.2.4 Activities
    12. 2.2.5 Outputs
    13. 2.3 Implement
    14. 2.3.1 Objectives
    15. 2.3.2 Triggers
    16. 2.3.3 Inputs
    17. 2.3.4 Activities
    18. 2.3.5 Outputs
    19. 2.4 Run & Improve
    20. 2.4.1 Objectives
    21. 2.4.2 Triggers
    22. 2.4.3 Inputs
    23. 2.4.4 Activities
    24. 2.4.5 Outputs
  9. Chapter 3: SIAM structures
    1. 3.1 Externally sourced service integrator
    2. 3.1.1 When does a customer use this structure?
    3. 3.1.2 Advantages
    4. 3.1.3 Disadvantages
    5. 3.2 Internally sourced service integrator
    6. 3.2.1 When does a customer use this structure?
    7. 3.2.2 Advantages
    8. 3.2.3 Disadvantages
    9. 3.3 Hybrid service integrator
    10. 3.3.1 When does a customer use this structure?
    11. 3.3.2 Advantages
    12. 3.3.3 Disadvantages
    13. 3.4 Lead supplier as service integrator
    14. 3.4.1 When does a customer use this structure?
    15. 3.4.2 Advantages
    16. 3.4.3 Disadvantages
  10. Chapter 4: SIAM and other practices
    1. 4.1 Service management
    2. 4.1.1 What is ITIL?
    3. 4.1.2 VeriSM
    4. 4.1.3 ISO standards
    5. 4.2 COBIT
    6. 4.2.1 What is COBIT?
    7. 4.2.2 COBIT in a SIAM ecosystem
    8. 4.3 Lean
    9. 4.3.1 What is Lean?
    10. 4.3.2 Lean in a SIAM ecosystem
    11. 4.4 DevOps
    12. 4.4.1 What is DevOps?
    13. 4.4.2 DevOps in a SIAM ecosystem
    14. 4.5 Agile, including Agile Service Management
    15. 4.5.1 agile, Agile and agility
    16. 4.5.2 What is Agile?
    17. 4.5.3 What is Agile Service Management?
    18. 4.5.4 Agile in a SIAM ecosystem
    19. 4.5.5 Agile Service Management in a SIAM ecosystem
  11. Chapter 5: SIAM roles and responsibilities
    1. 5.1 Roles and the SIAM roadmap
    2. 5.1.1 Definition of principles and policies
    3. 5.1.2 Design
    4. 5.1.3 Allocation
    5. 5.1.4 Monitoring and improvement
    6. 5.2 How is a role different in a SIAM ecosystem?
    7. 5.2.1 The role of the customer organization
    8. 5.2.2 The role of retained capabilities
    9. 5.2.3 The role of the service integrator
    10. 5.2.4 The role of service providers
    11. 5.3 Role description: Customer organization, including retained capabilities
    12. 5.4 Role description: Service integrator
    13. 5.5 Role description: Service provider
    14. 5.6 Governance roles
    15. 5.6.1 Strategic governance: Executive boards
    16. 5.6.2 Tactical board
    17. 5.6.3 Operational boards
    18. 5.6.4 Operational board: Integrated change advisory board
    19. 5.7 Operational roles
    20. 5.7.1 Knowledge management forum
    21. 5.7.2 Continual improvement forum
    22. 5.7.3 Major incident working group
    23. 5.8 The service desk in a SIAM ecosystem
  12. Chapter 6: SIAM practices
    1. 6.1 People practices: Managing cross-functional teams
    2. 6.1.1 Challenges related to cross-functional teams
    3. 6.1.2 Practices for managing cross-functional teams
    4. 6.2 Process practices: Integrating processes across service providers
    5. 6.2.1 Challenges related to integrating processes across service providers
    6. 6.2.2 Practices for integrating processes across service providers
    7. 6.3 Measurement practices: Enable and report on end-to-end services
    8. 6.3.1 Challenges related to enabling and reporting on end-to-end services
    9. 6.3.2 Practices for enabling and reporting on end-to-end services
    10. 6.4 Technology practices: creating a tooling strategy
    11. 6.4.1 Challenges related to creating a tooling strategy
    12. 6.4.2 Practices related to creating a tooling strategy
  13. Chapter 7: SIAM cultural considerations
    1. 7.1 Cultural change
    2. 7.1.1 What does this mean in a SIAM environment?
    3. 7.1.2 Why is it important?
    4. 7.1.3 What challenges will be faced?
    5. 7.1.4 How can they be resolved?
    6. 7.1.5 Cultural change and the SIAM structures
    7. 7.2 Collaboration and cooperation
    8. 7.2.1 What does this mean in a SIAM ecosystem?
    9. 7.2.2 Why is it important?
    10. 7.2.3 What challenges will be faced?
    11. 7.2.4 How can they be resolved?
    12. 7.2.5 Collaboration and cooperation and the SIAM structures
    13. 7.3 Cross-service provider organization
    14. 7.3.1 What does this mean in a SIAM ecosystem?
    15. 7.3.2 Why is it important?
    16. 7.3.3 What challenges will be faced?
    17. 7.3.4 How can they be resolved?
    18. 7.3.5 Cross-service provider organization and the SIAM structures
  14. Chapter 8: Challenges and risks
    1. 8.1 Challenge: Building the business case
    2. 8.1.1 Which parties will this challenge affect?
    3. 8.1.2 Which roadmap stage will this challenge affect?
    4. 8.1.3 Associated risks
    5. 8.1.4 Potential mitigation
    6. 8.2 Challenge: Level of control and ownership
    7. 8.2.1 Which parties will this challenge affect?
    8. 8.2.2 Which roadmap stage will this challenge affect?
    9. 8.2.3 Associated risks
    10. 8.2.4 Potential mitigation
    11. 8.3 Challenge: Commercial challenges
    12. 8.3.1 Which parties will this challenge affect?
    13. 8.3.2 Which roadmap stage will this challenge affect?
    14. 8.3.3 Associated risks
    15. 8.3.4 Potential mitigation
    16. 8.4 Challenge: Security
    17. 8.4.1 Which parties will this challenge affect?
    18. 8.4.2 Which roadmap stage will this challenge affect?
    19. 8.4.3 Associated risks
    20. 8.4.4 Potential mitigation
    21. 8.5 Challenge: Cultural fit and behaviors
    22. 8.5.1 Which parties will this challenge affect?
    23. 8.5.2 Which roadmap stage will this challenge affect?
    24. 8.5.3 Associated risks
    25. 8.5.4 Potential mitigation
    26. 8.6 Challenge: Measuring success
    27. 8.6.1 Which parties will this challenge affect?
    28. 8.6.2 Which roadmap stage will this challenge affect?
    29. 8.6.3 Associated risks
    30. 8.6.4 Potential mitigation
  15. Appendix A: Glossary of terms
  16. Appendix B: The SIAM™ Process Guides
    1. 1. What is a process?
    2. 2. Processes and the SIAM ecosystem
    3. 2.1 Process guides
    4. 3. Common SIAM considerations
    5. 3.1 Complexity
    6. 3.2 Who owns the end-to-end process?
    7. 3.3 Toolset considerations
    8. 3.4 Data and information considerations
    9. 3.4.1 Who owns the data?
    10. 3.4.2 Who owns the intellectual property on artefacts?
    11. 3.4.3 Is data and information consistent?
    12. 3.4.4 How is access to shared data, information and tools controlled?
    13. 3.4.5 Who is responsible for process improvement?
    14. 3.4.6 How will compliance and assurance be managed?
    15. 4. Process guide: Service portfolio management
    16. 4.1 Process purpose
    17. 4.2 SIAM considerations
    18. 4.3 Generic process information
    19. 4.3.1 Activities
    20. 4.3.2 Example roles
    21. 4.3.3 Example metrics
    22. 4.3.4 Example inputs and outputs
    23. 5. Process guide: Monitoring and measuring
    24. 5.1 Process purpose
    25. 5.2 SIAM considerations
    26. 5.3 Generic process information
    27. 5.3.1 Activities
    28. 5.3.2 Example roles
    29. 5.3.3 Example metrics
    30. 5.3.4 Example inputs and outputs
    31. 6. Process guide: Event management
    32. 6.1 Process purpose
    33. 6.2 SIAM considerations
    34. 6.3 Generic process information
    35. 6.3.1 Activities
    36. 6.3.2 Example roles
    37. 6.3.3 Example metrics
    38. 6.3.4 Example inputs and outputs
    39. 6.3.5 Event management outputs can include
    40. 7. Process guide: Request management
    41. 7.1 Process purpose
    42. 7.2 SIAM considerations
    43. 7.3 Generic process information
    44. 7.3.1 Activities
    45. 7.3.2 Example roles
    46. 7.3.3 Example metrics
    47. 7.3.4 Example inputs and outputs
    48. 8. Process guide: Incident management
    49. 8.1 Process purpose
    50. 8.2 SIAM considerations
    51. 8.3 Generic process information
    52. 8.3.1 Activities
    53. 8.3.2 Example roles
    54. 8.3.3 Example metrics
    55. 8.3.4 Example inputs and outputs
    56. 9. Process guide: Problem management
    57. 9.1 Process purpose
    58. 9.2 SIAM considerations
    59. 9.3 Generic process information
    60. 9.3.1 Activities
    61. 9.3.2 Example roles
    62. 9.3.3 Example metrics
    63. 9.3.4 Example inputs and outputs
    64. 10. Process guide: Change and release management
    65. 10.1 Process purpose
    66. 10.2 SIAM considerations
    67. 10.3 Generic process information Generic process information Generic process information
    68. 10.3.1 Activities
    69. 10.3.2 Example roles
    70. 10.3.3 Example metrics
    71. 10.3.4 Example inputs and outputs
    72. 11. Process guide: Configuration management
    73. 11.1 Process purpose
    74. 11.2 SIAM considerations
    75. 11.3 Generic process information
    76. 11.3.1 Activities
    77. 11.3.2 Example roles
    78. 11.3.3 Example metrics
    79. 11.3.4 Example inputs and outputs
    80. 12. Process guide: Service level management
    81. 12.1 Process purpose
    82. 12.2 SIAM considerations
    83. 12.3 Generic process information
    84. 12.3.1 Activities
    85. 12.3.2 Example roles
    86. 12.3.3 Example metrics
    87. 12.3.4 Example inputs and outputs
    88. 13. Process guide: Supplier management
    89. 13.1 Process purpose
    90. 13.2 SIAM considerations
    91. 13.3 Generic process information
    92. 13.3.1 Activities
    93. 13.3.2 Example roles
    94. 13.3.3 Example metrics
    95. 13.3.4 Example inputs and outputs
    96. 14. Process guide: Contract management
    97. 14.1 Process purpose
    98. 14.2 SIAM considerations
    99. 14.3 Generic process information
    100. 14.3.1 Activities
    101. 14.3.2 Example roles
    102. 14.3.3 Example metrics
    103. 14.3.4 Example inputs and outputs
    104. 15. Process guide: Business relationship management
    105. 15.1 Process purpose
    106. 15.2 SIAM considerations
    107. 15.3 Generic process information
    108. 15.4 Activities
    109. 15.5 Example roles
    110. 15.6 Example metrics
    111. 15.7 Example inputs and outputs
    112. 16. Process guide: Financial management
    113. 16.1 Process purpose
    114. 16.2 SIAM considerations
    115. 16.3 Generic process information
    116. 16.3.1 Activities
    117. 16.3.2 Example roles
    118. 16.3.3 Example metrics
    119. 16.3.4 Example inputs and outputs
    120. 17. Process guide: Information security management
    121. 17.1 Process purpose
    122. 17.2 SIAM considerations
    123. 17.3 Generic process information
    124. 17.3.1 Activities
    125. 17.3.2 Example roles
    126. 17.3.3 Example metrics
    127. 17.3.4 Example inputs and outputs
    128. 18. Process guide: Continual service improvement
    129. 18.1 Process purpose
    130. 18.2 SIAM considerations
    131. 18.3 Generic process information
    132. 18.3.1 Activities
    133. 18.3.2 Example roles
    134. 18.3.3 Example metrics
    135. 18.3.4 Example inputs and outputs
    136. 19. Process guide: Knowledge management
    137. 19.1 Process purpose
    138. 19.2 SIAM considerations
    139. 19.3 Generic process information
    140. 19.3.1 Activities
    141. 19.3.2 Example roles
    142. 19.3.3 Example metrics
    143. 19.3.4 Example inputs and outputs
    144. 20. Process guide: Toolset and information management
    145. 20.1 Process purpose
    146. 20.2 SIAM considerations
    147. 20.3 Generic process information
    148. 20.3.1 Activities
    149. 20.3.2 Example roles
    150. 20.3.3 Example metrics
    151. 20.3.4 Example inputs and outputs
    152. 21. Process guide: Project management
    153. 21.1 Process purpose
    154. 21.2 SIAM considerations
    155. 21.3 Generic process information
    156. 21.3.1 Activities
    157. 21.3.2 Example roles
    158. 21.3.3 Example metrics
    159. 21.3.4 Example inputs and outputs
    160. 22. Process guide: Audit and control
    161. 22.1 Process purpose
    162. 22.2 SIAM considerations
    163. 22.3 Generic process information
    164. 22.3.1 Activities
    165. 22.3.2 Example roles
    166. 22.3.3 Example metrics
    167. 22.3.4 Example inputs and outputs
  17. Further reading
18.117.196.184