SIAM: Principles and Practices for Service Integration and Management

Summary

The traditional IT organization that purchases hardware and software from suppliers, develops its own skilled resources and uses those components to deliver services to its business is no longer an adequate model to describe the ecosystem of partnerships that exist today. All large IT organizations now need to consume services from an increasing array of Service Providers to remain competitive and keep up with the rate of change in the industry. They need to leverage lower cost resource pools and delivery models, including the ability to consume all things ’as a service’. This means that IT organizations are now required to integrate and orchestrate services provided by others, as much as deliver the services themselves. This requires organizations to change; change their processes, their skills and their culture.

Service Integration and Management (SIAM) is the set of principles and practices, which facilitate that collaborative working relationship between organizations and their Service Providers required to maximize the benefit of multi-sourcing. Service Integration governs and manages the linkage of services, the technology of which they are comprised and the delivery organizations and processes used to operate them, into an operating model.

Service Integration ensures that all parties (including the customer):

1. Are fully aware of their required outcomes, expectations and accountabilities;
2. Are enabled to deliver those outcomes;
3. Are held clearly accountable for their specific outcome.

Despite the changes in the industry, there is still no formalized SIAM competence recognized and industry standards have not yet caught up to provide the required guidance.

This book is a practitioner’s guide and, like all best practice, it is documentation of what has seemed to work well for other people. It will form a sound foundation and starting point for those with similar issues in similar situations. There is discussion of the principles that have guided some successful implementations, coupled with very practical advice about the things that have proven to work – and some that have not. Of course there isn’t a single answer, this book contains techniques, constraints and suggestions that you will need to adapt to your specific circumstances.

Since there are many dimensions to the Service Integration concept it is wide ranging:

• Chapter 2 will cover basic concepts and terminology as well as conceptual models for Service Integration;
• Chapter 3 will describe the people and the processes that are needed;
• Chapter 4 discusses the implications for tools and data management;
• Chapter 5 covers sourcing as an important aspect of Service Integration;
• Chapter 6 covers governance;
• Chapter 7 will focus on continual service improvement;
• The book will conclude with final remarks in chapter 8.

’Practitioner tips’ are included throughout the chapters for key ’take-aways’ to assist readers.

The Basics

This book will provide guidance on how to govern and manage multiple services, their supporting technology and the providers that deliver them into a aggregated outcome that can be consumed by the receiving customer and its business processes.

The scope and contstraints

The book covers the Service Integration and Management perspectives of:

• Basic models, concepts and terminology
• Governing and managing enablers
• Strategies for multisourcing
• Contractual aspects
• Process integration
• Customer/Provider relationships
• Roles and competencies
• Organization
• Supporting tools, data and information
• Governance
• Continual Service Improvement

Target Audience

• ITSM professionals working in integrated multi-sourced environments
• Service customer managers, with a responsibility to secure the business supply of IT-services in a multi-sourced environment
• Service provider delivery managers with a responsibility to integrate multiple services to meet the demands of the customers business and users
• Service provider managers with responsibilities to manage integrated services, participating in an multi-sourced environment

Title: SIAM: Principles and Practices for Service Integration and Management (english version)
ISBN: 9789401800259
Author(s): Dave Armes & Niklas Engelhart & Peter McKenzie & Peter Wiggers
Price: € 39,95 (VAT