CONTENTS

Chapter 1:Introduction

1.1Intended audience

1.2The background of SIAM

1.3History of the SIAM Foundation BoK

1.4SIAM key concepts

1.5SIAM layers

1.5.1Customer organization

1.5.2Service integrator

1.5.3Service provider

1.6SIAM structures

1.6.1Externally sourced service integrator

1.6.2Internally sourced service integrator

1.6.3Hybrid service integrator

1.6.4Lead supplier as service integrator

1.7SIAM terminology

1.7.1SIAM practices

1.7.2SIAM functions

1.7.3SIAM roles

1.7.4SIAM structural elements

1.7.5SIAM models

1.8SIAM roadmap

Chapter 2:SIAM roadmap stage 1: Discovery & Strategy

2.1Roadmap ‘flow’

2.2Establish the SIAM transition project

2.2.1Project management methods

2.2.2Agile or waterfall?

2.2.3Project governance

2.2.4Implementation approach

2.2.5Outcomes, objectives and benefits management

2.3Establish a SIAM governance framework

2.3.1IT governance

2.3.2Governance in a SIAM ecosystem

2.3.3Governance enablers

2.3.4Governance requirements

2.3.5Ownership of controls

2.3.6Governance framework

2.3.7SIAM governance roles

2.3.8Ownership

2.3.9Segregation of duties

2.3.10Documentation

2.3.11Risk management

2.3.12Auditing controls

2.3.13Supplier and contract management

2.3.14Monitoring and measuring service performance

2.3.15Demand management

2.4Define principles and policies for roles and responsibilities

2.5Analyze the current state

2.5.1Mapping the landscape

2.5.2Analyze the marketplace

2.5.3The role of analysts, benchmarkers and advisors

2.5.4Current organizational capability

2.5.5Existing services and service groupings

2.5.6Existing service providers

2.5.7The customer organization

2.5.8Other influences

2.5.9Collaboration

2.6Define the strategy

2.6.1What is strategy?

2.6.2Strategic drivers for SIAM

2.6.3Strategy formation

2.6.4Communicating the strategy

2.6.5Stakeholders

2.6.6Managing strategy

2.7Create an outline business case

2.7.1Create the outline SIAM model

2.7.2Critical success factors

2.8Applicable SIAM practices

2.8.1Capability (people/process) considerations

2.8.2Measurement practices

2.8.3Technology practices

Chapter 3: SIAM roadmap stage 2: Plan & Build

3.1Design the detailed SIAM model

3.1.1Service model considerations

3.1.2Sourcing approach and the selected SIAM structure

3.1.3The importance of contracts in SIAM

3.1.4Process models

3.1.5Governance model

3.1.6Detailed roles and responsibilities

3.1.7Performance management and reporting framework

3.1.8Collaboration model

3.1.9Tooling strategy

3.1.10Ongoing improvement framework

3.2Organizational change management approach

3.2.1Organizational change in a SIAM ecosystem

3.2.2Challenges for organizational change activity

3.2.3Virtual and cross-functional teams

3.2.4Conflict resolution

3.3Planning the approaches for onboarding service

3.3.1Onboarding process

3.3.2Plan for appointing service providers

3.3.3Transition planning

3.3.4Commercial management

3.4Integration recommendations

3.5Applicable SIAM practices

3.5.1Capability (people/process) considerations

3.5.2Measurement practices

3.5.3Technology practices

Chapter 4: SIAM roadmap stage 3: Implement

4.1Comparing implementation approaches

4.1.1Big bang approach

4.1.2Phased approach

4.1.3Real-world conditions for implementation

4.1.4Sustaining the current service

4.2How to transition to the approved SIAM model

4.2.1Operational handover

4.2.2Knowledge transfer

4.2.3Early life support

4.3Apply ongoing organizational change management

4.3.1Staff morale and motivation

4.3.2Communicating with and preparing stakeholders

4.3.3Conducting awareness campaigns

4.3.4Measure effectiveness

4.3.5SIAM social network

4.4Applicable SIAM practices

4.4.1Capability (people/process) considerations

4.4.2Measurement practices

4.4.3Technology practices

Chapter 5: SIAM roadmap stage 4: Run & Improve

5.1Operate governance structural elements

5.1.1Strategic governance: Executive boards

5.1.2Tactical governance boards

5.1.3Operational governance boards

5.2Process forums and working groups

5.3Ongoing performance management and improvement

5.3.1Key performance indicator mapping and service-level reporting

5.3.2Differentiation between provider and integrator performance

5.3.3Evolving ways of working

5.3.4Ongoing service provider management

5.4Audit and compliance

5.5Risk and reward mechanisms

5.6Ongoing change management

5.7Applicable SIAM practices

5.7.1Capability (people/process) considerations

5.7.2Measurement practices

5.7.3Technology practices

Appendix A: Glossary of terms

Appendix B: Case studies

Appendix C: Lean, DevOps and Agile SIAM

Appendix D: Staff displacement legislation

Further reading