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Service Integration and Management (SIAM™) Professional Body of Knowledge (BoK), Second edition has been updated to reflect changes to the market and is the official guide for the EXIN SIAM™ Professional certification.

Prepare for your SIAM™ Professional exam and understand how SIAM can benefit your organization.

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