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Full Description
Service integration and management (SIAM) is a management methodology for creating value in an ecosystem where multiple service providers contribute to end-to-end services. It has evolved as organizations moved from single-supplier outsourcing to multi-sourced, increasingly digital, cloud-enabled delivery, where objectives, contracts, data and targets can become misaligned.
SIAM enables cross-functional, cross-process and cross-provider integration by establishing a service integrator capability that coordinates governance, management, assurance and continual improvement. It creates an ecosystem where all parties understand their role, responsibilities and context, are empowered to deliver within boundaries, and are accountable for the outcomes they enable.
SIAM Professional, third edition, forms part of the refreshed Scopism SIAM Body of Knowledge and is the official guide for the EXIN SIAM™ Professional certification. This book supports candidates preparing for the certification and focuses on applying SIAM in practice, building on the concepts introduced in SIAM Foundation. The book will appeal to:
Practitioners who want to deepen their SIAM capability and achieve the SIAM™ Professional certification
Customer organizations seeking practical guidance for operating and improving multi-provider services
Service integrators and their teams delivering integrated, outcome-focused governance
Internal and external service providers wanting clarity on how to collaborate in a SIAM ecosystem
Consultants in service management and related frameworks looking to extend their expertise
"Over the last decade we've seen SIAM gain relevance across increasingly complex provider landscapes and supply chain management challenges. The updated SIAM Body of Knowledge offers a renewed look at the core concepts of multi-provider management but extends the breadth and depth of this with additional and flexible Compendiums. More than 75 experts from around the world offered their knowledge, experience and thoughts to provide content that is applicable and suitable for any type of organization.
As part of the Body of Knowledge, SIAM Professional does exactly that; it expands on the foundational concepts, offering advice and examples that transform SIAM theory and common sense to practically applicable guidance. We hope practitioners can find knowledge and inspiration from this publication to improve their organizational operating model."
Simon Dorst & Michelle Major-Goldsmith
Contents
Introduction
1.1. Intended audience
1.2. The background of SIAM
1.3. SIAM key concepts
1.4. SIAM layers
1.4.1. Customer organization
1.4.2. Service integrator
1.4.3. Service provider
1.5. SIAM structures
1.5.1. Internally sourced service integrator
1.5.2. Externally sourced service integrator
1.5.3. Lead supplier as service integrator
1.5.4. Hybrid service integrator
1.6. SIAM terminology
1.6.1. SIAM practices
1.6.2. SIAM roles
1.6.3. SIAM structural elements
1.6.4. SIAM model
1.7. SIAM roadmap
1.8. Roadmap flow
SIAM roadmap stage 1: Discovery & Strategy
2.1. Formulate the strategy
2.1.1. What is strategy?
2.1.2. Strategic drivers for SIAM
2.1.3. Strategy formation
2.1.4. Communicating the strategy
2.1.5. Stakeholders
2.1.6. Managing strategy
2.2. Analyze the current state
2.2.1. Mapping the landscape
2.2.2. Analyze the marketplace
2.2.3. The role of analysts, benchmarkers, and advisors
2.2.4. Current organizational capabilities and constraints
2.2.5. Existing services and service groupings
2.2.6. Existing service providers
2.2.7. The customer organization
2.2.8. Other influences
2.2.9. Collaboration
2.3. Initiate the SIAM transition
2.3.1. Project and product delivery methods
2.3.2. Agile, waterfall, or continuous delivery
2.3.3. Project governance
2.3.4. Implementation approach
2.3.5. Outcomes, objectives, and benefits management
2.3.6. Measurements during Discovery & Strategy
2.4. Establish a SIAM governance framework
2.4.1. Governance in a SIAM ecosystem
2.4.2. Governance enablers
2.4.3. Governance requirements
2.4.4. Ownership of controls
2.4.5. Governance framework
2.4.6. SIAM governance roles
2.4.7. Ownership
2.4.8. Segregation of duties
2.4.9. Documentation
2.4.10. Risk management
2.4.11. Auditing controls
2.4.12. Supplier and contract management
2.4.13. Monitoring and measuring service performance
2.4.14. Demand management
2.5. Define principles and policies for roles and responsibilities
2.5.1. Skills frameworks
2.5.2. Considering incumbent staff displacement
2.6. Create an outline business case
2.6.1. Business case approaches
2.6.2. Create the outline SIAM model
2.6.3. Critical success factors
SIAM roadmap stage 2: Plan & Build
3.1. Continual discovery and readiness validation
3.2. Design the detailed SIAM model
3.2.1. Service map considerations
3.2.2. Sourcing approach and the selected SIAM structure
3.2.3. The importance of contracts in SIAM
3.2.4. Process models
3.2.5. Governance model
3.2.6. Detailed roles and responsibilities
3.2.7. Performance management and reporting framework
3.2.8. Collaboration model
3.2.9. Tooling strategy
3.2.10. Ongoing improvement framework
3.3. Organizational change management approach
3.3.1. Organizational change in a SIAM ecosystem
3.3.2. Challenges for organizational change activity
3.3.3. Virtual and cross-functional teams
3.3.4. Conflict resolution
3.4. Planning the approaches for onboarding service
3.4.1. Onboarding process
3.4.2. Plan for appointing service providers
3.4.3. Transition planning
3.4.4. Commercial management
3.5. Integration recommendations
3.6. Formal approval to implement
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 303
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
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. Forums and working groups
5.3. Technology practices
5.4. Ongoing performance management and improvement
5.4.1. Key performance indicator mapping and service level reporting
5.4.2. Evolving ways of working
5.4.3. Ongoing service provider management
5.4.4. Supplier and contract management information system (SCMIS)
5.5. Audit and compliance
5.6. Risk and reward mechanisms
5.7. Ongoing change management
5.7.1. Ongoing capability assessment
5.7.2. Skills mapping
5.7.3. Ongoing training needs analysis and training plans
5.7.4. Succession planning
Appendix A: Glossary of terms
List of acronyms
