Service Integration and Management (SIAM(tm)) Professional Body of Knowledge (BoK), Second Edition.

Format:

Book

Author/Creator:

Agutter, Claire.

Contributor:

Governance, I. T., Editor.

Language:

English

Physical Description:

1 online resource (344 pages)

Edition:

2nd ed.

Other Title:

Service Integration and Management

Place of Publication:

Ely : IT Governance Ltd, 2021.

Summary:

Service Integration and Management (SIAM(tm)) 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(tm) Professional certification. Prepare for your SIAM(tm) Professional exam and understand how SIAM can benefit your organization - pre-order your copy today!.

Contents:

Cover

Title

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 &amp

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 &amp

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 &amp

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.

Notes:

Description based on publisher supplied metadata and other sources.

ISBN:

1-78778-314-6

OCLC:

1262374298