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

Release Date: 2021/07/01

ISBN: 9781787783157

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Table of Contents

1. Cover Image
2. Title Page
3. Copyright
4. Acknowledgements
5. Foreword
6. Contents
7. Chapter 1: Introduction
   1. 1.1 Intended audience
   2. 1.2 The background of SIAM
   3. 1.3 History of the SIAM Foundation BoK
   4. 1.4 SIAM key concepts
   5. 1.5 SIAM layers
   6. 1.5.1 Customer organization
   7. 1.5.2 Service integrator
   8. 1.5.3 Service provider
   9. 1.6 SIAM structures
   10. 1.6.1 Externally sourced service integrator
   11. 1.6.2 Internally sourced service integrator
   12. 1.6.3 Hybrid service integrator
   13. 1.6.4 Lead supplier as service integrator
   14. 1.7 SIAM terminology
   15. 1.7.1 SIAM practices
   16. 1.7.2 SIAM functions
   17. 1.7.3 SIAM roles
   18. 1.7.4 SIAM structural elements
   19. 1.7.5 SIAM models
   20. 1.8 SIAM roadmap
8. Chapter 2: SIAM roadmap stage 1: Discovery & Strategy
   1. 2.1 Roadmap ‘flow’
   2. 2.2 Establish the SIAM transition project
   3. 2.2.1 Project management methods
   4. 2.2.2 Agile or waterfall?
   5. 2.2.3 Project governance
   6. 2.2.4 Implementation approach
   7. 2.2.5 Outcomes, objectives and benefits management
   8. 2.3 Establish a SIAM governance framework
   9. 2.3.1 IT governance
   10. 2.3.2 Governance in a SIAM ecosystem
   11. 2.3.3 Governance enablers
   12. 2.3.4 Governance requirements
   13. 2.3.5 Ownership of controls
   14. 2.3.6 Governance framework
   15. 2.3.7 SIAM governance roles
   16. 2.3.8 Ownership
   17. 2.3.9 Segregation of duties
   18. 2.3.10 Documentation
   19. 2.3.11 Risk management
   20. 2.3.12 Auditing controls
   21. 2.3.13 Supplier and contract management
   22. 2.3.14 Monitoring and measuring service performance
   23. 2.3.15 Demand management
   24. 2.4 Define principles and policies for roles and responsibilities
   25. 2.5 Analyze the current state
   26. 2.5.1 Mapping the landscape
   27. 2.5.2 Analyze the marketplace
   28. 2.5.3 The role of analysts, benchmarkers and advisors
   29. 2.5.4 Current organizational capability
   30. 2.5.5 Existing services and service groupings
   31. 2.5.6 Existing service providers
   32. 2.5.7 The customer organization
   33. 2.5.8 Other influences
   34. 2.5.9 Collaboration
   35. 2.6 Define the strategy
   36. 2.6.1 What is strategy?
   37. 2.6.2 Strategic drivers for SIAM
   38. 2.6.3 Strategy formation
   39. 2.6.4 Communicating the strategy
   40. 2.6.5 Stakeholders
   41. 2.6.6 Managing strategy
   42. 2.7 Create an outline business case
   43. 2.7.1 Create the outline SIAM model
   44. 2.7.2 Critical success factors
   45. 2.8 Applicable SIAM practices
   46. 2.8.1 Capability (people/process) considerations
   47. 2.8.2 Measurement practices
   48. 2.8.3 Technology practices
9. Chapter 3: SIAM roadmap stage 2: Plan & Build
   1. 3.1 Design the detailed SIAM model
   2. 3.1.1 Service model considerations
   3. 3.1.2 Sourcing approach and the selected SIAM structure
   4. 3.1.3 The importance of contracts in SIAM
   5. 3.1.4 Process models
   6. 3.1.5 Governance model
   7. 3.1.6 Detailed roles and responsibilities
   8. 3.1.7 Performance management and reporting framework
   9. 3.1.8 Collaboration model
   10. 3.1.9 Tooling strategy
   11. 3.1.10 Ongoing improvement framework
   12. 3.2 Organizational change management approach
   13. 3.2.1 Organizational change in a SIAM ecosystem
   14. 3.2.2 Challenges for organizational change activity
   15. 3.2.3 Virtual and cross-functional teams
   16. 3.2.4 Conflict resolution
   17. 3.3 Planning the approaches for onboarding service
   18. 3.3.1 Onboarding process
   19. 3.3.2 Plan for appointing service providers
   20. 3.3.3 Transition planning
   21. 3.3.4 Commercial management
   22. 3.4 Integration recommendations
   23. 3.5 Applicable SIAM practices
   24. 3.5.1 Capability (people/process) considerations
   25. 3.5.2 Measurement practices
   26. 3.5.3 Technology practices
10. Chapter 4: SIAM roadmap stage 3: Implement
    1. 4.1 Comparing implementation approaches
    2. 4.1.1 Big bang approach
    3. 4.1.2 Phased approach
    4. 4.1.3 Real-world conditions for implementation
    5. 4.1.4 Sustaining the current service
    6. 4.2 How to transition to the approved SIAM model
    7. 4.2.1 Operational handover
    8. 4.2.2 Knowledge transfer
    9. 4.2.3 Early life support
    10. 4.3 Apply ongoing organizational change management
    11. 4.3.1 Staff morale and motivation
    12. 4.3.2 Communicating with and preparing stakeholders
    13. 4.3.3 Conducting awareness campaigns
    14. 4.3.4 Measure effectiveness
    15. 4.3.5 SIAM social network
    16. 4.4 Applicable SIAM practices
    17. 4.4.1 Capability (people/process) considerations
    18. 4.4.2 Measurement practices
    19. 4.4.3 Technology practices
11. Chapter 5: SIAM roadmap stage 4: Run & Improve
    1. 5.1 Operate governance structural elements
    2. 5.1.1 Strategic governance: Executive boards
    3. 5.1.2 Tactical governance boards
    4. 5.1.3 Operational governance boards
    5. 5.2 Process forums and working groups
    6. 5.3 Ongoing performance management and improvement
    7. 5.3.1 Key performance indicator mapping and service-level reporting
    8. 5.3.2 Differentiation between provider and integrator performance
    9. 5.3.3 Evolving ways of working
    10. 5.3.4 Ongoing service provider management
    11. 5.4 Audit and compliance
    12. 5.5 Risk and reward mechanisms
    13. 5.6 Ongoing change management
    14. 5.7 Applicable SIAM practices
    15. 5.7.1 Capability (people/process) considerations
    16. 5.7.2 Measurement practices
    17. 5.7.3 Technology practices
12. Appendix A: Glossary of terms
13. Appendix B: Case studies
14. Appendix C: Lean, DevOps and Agile SIAM
15. Appendix D: Staff displacement legislation
16. Further reading