AXELOS.com

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Kevin Holland Service Management Consultant @ITILspecialist

An example ITIL-based model for

effective Service Integration and

Management

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Agenda

1. What is SIAM

2. Example SIAM model

3. SIAM model components

4. Example ITIL adaptations

5. Q and A

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1. What is SIAM?

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Definition

Service integration / Service Integration & Management / SIAM

Practices, model, and approach to manage, govern,

& co-ordinate delivery of services from multiple

service providers

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Key features of SIAM

• Builds on, elaborates, and complements ITIL

• Simplifies complexities of managing multi-sourcing

• Provides to the business

• single point of visibility and control

• end-to-end accountability for services

• consistent governance, management, & co-ordination

• SIAM is a set of capabilities

• processes, functions, activities, and principles

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High level conceptual model

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2. Example SIAM model

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Model characteristics

• Logical grouping of capabilities

• Conceptual, not organisational, model

• Component model supports:

• Understanding

• Consistency

• Design

• Informed sourcing decisions

• Other models are available and viable

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Example SIAM component model

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When to use the model

• Design of SIAM

• Definition of roles and responsibilities of the

business, SIAM, and service providers

• Sourcing choices

• Procurements

• SIAM service descriptions

Understand, Design, Review, Iterate

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3. Components of example SIAM model

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‘Core’ SIAM

• SIAM design

• Service catalogue & portfolio management

• Toolset integration

• Multi-supplier co-ordination

• Business & service continuity (integrated)

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Other key components

• Business / customer relationship management

• Financial management

• Knowledge management

• Service transition planning & support

• Service validation and testing

• Supplier & service assurance

• IT information security

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‘Operational’ components

• Service desk

Can be centralised or devolved, dependent on service

landscape

• Operational service management

DO NOT flow up from external providers to the SIAM

• Operations bridge

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4. Some examples of ITIL adaptation

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Process owners

• SIAM process owner accountable for effective process

design and execution across all service providers

• Peer to peer relationship by ITIL discipline

• Best practice

• KPIs

• Capability / maturity

• Process improvements

• Reviews

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Service owners

• Effective Network of Service owners is critical to SIAM

• Ownership/ Relationships with business, service providers,

process owners

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Configuration management

• SIAM CMDB should only hold information it needs

• Challenge the need to have a single CMDB of all assets across

all services

• SIAM CMDB typically holds info on

• Business services

• Services provided by service providers

• Service providers

• Service and provider dependencies

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Integrated Change Advisory Board (ICAB)

• Highest level of Change approval

• For high risk, and high impact changes

• For changes with potential to affect multiple providers

• Service providers submit RFCs, SIAM facilitates

• Underpinning Policy to determine approval level

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Release & Maintenance Planning (R&MP)

• Single forward view of all planned service affecting

releases/maintenance

• Service providers provide forward view

• SIAM collates and communicates

• Service providers identify potential clashes

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Service Bridge

• Single point of visibility for all high severity incidents

• Major incident management across multiple providers

• Monitor all services and end user experience

• Providers alert Service Bridge for all high severity incidents

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Capacity management

• SIAM manages business capacity

• Service providers manage component capacity

• SIAM and service providers jointly manage service capacity

• SIAM maintains the model that maps forecast demand to

forecast provider service capacity

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6. Q and A

SIAM and ITIL Whitepaper

https://www.axelos.com/case-studies-and-white-papers/introduction-

to-service-integration-management

Example model for effective SIAM Whitepaper

https://www.axelos.com/case-studies-and-white-papers/an-example-

itil-based-model-for-effective-siam

@ITILspecialist

Uk.linkedin.com/in/itilexpert/