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