Kevin Holland
Service Management Consultant
@ITILspecialist
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An example ITIL-based model for
effective Service Integration and
Management
AXELOS.com
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Agenda
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2.
3.
4.
5.
What is SIAM
Example SIAM model
SIAM model components
Example ITIL adaptations
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/introductionto-service-integration-management
Example model for effective SIAM Whitepaper
https://www.axelos.com/case-studies-and-white-papers/an-exampleitil-based-model-for-effective-siam
@ITILspecialist
Uk.linkedin.com/in/itilexpert/
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