This technical specification provides guidance on applying service integration and management (SIAM) principles to an ISO/IEC 20000-1 service management system. It describes SIAM concepts and terminology, and how SIAM relates to ISO/IEC 20000-1. It also provides guidance on deploying SIAM using the ISO/IEC 20000-1 framework and a roadmap for implementing SIAM.
This technical specification provides guidance on applying service integration and management (SIAM) principles to an ISO/IEC 20000-1 service management system. It describes SIAM concepts and terminology, and how SIAM relates to ISO/IEC 20000-1. It also provides guidance on deploying SIAM using the ISO/IEC 20000-1 framework and a roadmap for implementing SIAM.
This technical specification provides guidance on applying service integration and management (SIAM) principles to an ISO/IEC 20000-1 service management system. It describes SIAM concepts and terminology, and how SIAM relates to ISO/IEC 20000-1. It also provides guidance on deploying SIAM using the ISO/IEC 20000-1 framework and a roadmap for implementing SIAM.
This technical specification provides guidance on applying service integration and management (SIAM) principles to an ISO/IEC 20000-1 service management system. It describes SIAM concepts and terminology, and how SIAM relates to ISO/IEC 20000-1. It also provides guidance on deploying SIAM using the ISO/IEC 20000-1 framework and a roadmap for implementing SIAM.
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TECHNICAL ISO/IEC TS SPECIFICATION 20000-14
First edition 2023-11
Information technology — Service
management — Part 14: Guidance on the application of Service Integration and Management to ISO/ IEC 20000-1 Technologies de l'information — Gestion des services — Partie 14: Recommandations pour l'application de l'intégration et de la gestion des services à l'ISO/IEC 20000-1
This is a preview - click here to buy the full publication ISO/IEC TS 20000-14:2023(E)
Contents Page
Foreword......................................................................................................................................................................................................................................... iv Introduction..................................................................................................................................................................................................................................v 1 Scope.................................................................................................................................................................................................................................. 1 2 Normative references...................................................................................................................................................................................... 1 3 Terms and definitions..................................................................................................................................................................................... 1 4 ISO/IEC 20000-1 and Service Integration and Management.................................................................................. 3 4.1 Introduction to ISO/IEC 20000-1............................................................................................................................................ 3 4.2 Terminology comparison............................................................................................................................................................... 5 5 Introduction to the SIAM ecosystem............................................................................................................................................... 6 5.1 Brief overview of SIAM.................................................................................................................................................................... 6 5.2 SIAM model................................................................................................................................................................................................. 7 5.2.1 General......................................................................................................................................................................................... 7 5.2.2 The customer organization........................................................................................................................................ 8 5.2.3 Service integrator............................................................................................................................................................... 8 5.2.4 Service providers................................................................................................................................................................ 8 5.2.5 SIAM structural elements........................................................................................................................................... 8 5.2.6 SIAM processes..................................................................................................................................................................... 9 5.2.7 SIAM practices....................................................................................................................................................................... 9 5.3 SIAM roles and responsibilities............................................................................................................................................. 10 6 Deploying SIAM with an SMS................................................................................................................................................................ 10 6.1 Deploying SIAM................................................................................................................................................................................... 10 6.1.1 Overview................................................................................................................................................................................. 10 6.1.2 Implementing SIAM in an existing SMS....................................................................................................... 11 6.1.3 Establishing an SMS within an existing SIAM environment..................................................... 11 6.1.4 Deploying SIAM concurrently with establishing an SMS............................................................. 11 6.2 The SIAM roadmap........................................................................................................................................................................... 11 6.2.1 Introduction to the SIAM roadmap.................................................................................................................. 11 6.2.2 Discovery and strategy............................................................................................................................................... 12 6.2.3 Plan and build..................................................................................................................................................................... 15 6.2.4 Implement............................................................................................................................................................................... 17 6.2.5 Run and improve.............................................................................................................................................................. 18 Annex A (informative) Clauses of ISO/IEC 20000-1:2018........................................................................................................... 20 Annex B (informative) Correlation of the ISO/IEC 20000 series with SIAM best practices................... 22 Bibliography.............................................................................................................................................................................................................................. 30
This is a preview - click here to buy the full publication ISO/IEC TS 20000-14:2023(E)
Foreword ISO (the International Organization for Standardization) and IEC (the International Electrotechnical Commission) form the specialized system for worldwide standardization. National bodies that are members of ISO or IEC participate in the development of International Standards through technical committees established by the respective organization to deal with particular fields of technical activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the work. The procedures used to develop this document and those intended for its further maintenance are described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the different types of document should be noted. This document was drafted in accordance with the editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives or www.iec.ch/members_experts/refdocs). ISO and IEC draw attention to the possibility that the implementation of this document may involve the use of (a) patent(s). ISO and IEC take no position concerning the evidence, validity or applicability of any claimed patent rights in respect thereof. As of the date of publication of this document, ISO and IEC had not received notice of (a) patent(s) which may be required to implement this document. However, implementers are cautioned that this may not represent the latest information, which may be obtained from the patent database available at www.iso.org/patents and https://patents.iec.ch. ISO and IEC shall not be held responsible for identifying any or all such patent rights. Any trade name used in this document is information given for the convenience of users and does not constitute an endorsement. For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and expressions related to conformity assessment, as well as information about ISO's adherence to the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see www.iso.org/iso/foreword.html. In the IEC, see www.iec.ch/understanding-standards. This document was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology, Subcommittee SC 40, IT service management and IT governance. A list of all parts in the ISO/IEC 20000 series can be found on the ISO and IEC websites. Any feedback or questions on this document should be directed to the user’s national standards body. A complete listing of these bodies can be found at www.iso.org/members.html and www.iec.ch/national-committees.
This is a preview - click here to buy the full publication ISO/IEC TS 20000-14:2023(E)
Introduction This document provides guidance for organizations wishing to include Service Integration and Management (SIAM™)1) in an existing service management system (SMS), or one in the process of being established, based on ISO/IEC 20000-1:2018. An SMS supports the management of the service lifecycle, including the planning, design, transition, delivery and improvement of services, which meet agreed requirements and deliver value for customers, users and the organization(s) delivering the services. The adoption of SIAM is driven by strategic factors, including: — increased complexity of sourcing models using multiple service providers; — a desire to remove reliance on any particular service provider; — the requirement for effective controls for managing a multi-provider ecosystem; — a desire for the ability and flexibility available from specialized service providers in this field. SIAM is an evolution of service management methodologies that includes services integrated across multiple service providers. It has developed as organizations have moved away from outsourced contracts with a single service provider to an environment with multiple service providers. SIAM has evolved out of the challenges associated with these more complex operating models. SIAM addresses the issue of "accidental multi-sourcing", where an organization engages in an ad hoc way with multiple service providers and services over time, with no consistent overall control. SIAM incorporates the concept of a service integrator layer, which is a single, logical entity held accountable for the end-to-end delivery of services. The service integrator layer is where end-to- end service management, assurance, integration and coordination are performed. It focuses on implementing an effective cross-service provider capability and executes the requirements directed by the customer organization. This document also provides a mapping between the requirements and guidance of ISO/IEC 20000-1 and the elements in the SIAM methodology.
1) SIAM™ is the trademark of a product supplied by EXIN. This information is given for the convenience of users of this document and does not constitute an endorsement by ISO or IEC of the product named. Equivalent products may be used if they can be shown to lead to the same results.
Part 14: Guidance on the application of Service Integration and Management to ISO/IEC 20000-1
1 Scope This document provides guidance for organizations that are establishing or improving a service management system (SMS) by incorporating a service integrator. The incorporation of a service integrator is aimed at addressing an environment that includes services sourced from multiple service providers. This document specifically focuses on Service Integration and Management (SIAM) in the context of an SMS. The intended users of this document include: — organizations that need to manage multiple service providers within a new or existing SMS according to SIAM; and — consultants and advisors that support an organization during SMS implementation or improvement, where a SIAM approach is being adopted. NOTE 1 This document is applicable for organizations implementing SIAM in conjunction with SMS. It does not limit organizations or individuals from implementing any other management and governance model for managing multivendor environments along with SMS.
This document is not applicable to organizations that have only one service provider. NOTE 2 In SIAM, the term "supplier" is not used. Internal and external suppliers are both referred to as “service providers”. See 4.2 for further comparison of terminology.
2 Normative references The following documents are referred to in the text in such a way that some or all of their content constitutes requirements of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. ISO/IEC 20000-1, Information technology — Service management — Part 1: Service management system requirements ISO/IEC 20000-10, Information technology — Service management — Part 10: Overview and key concepts
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO/IEC 20000-1, ISO/IEC 20000-10 and the following apply. ISO and IEC maintain terminology databases for use in standardization at the following addresses: — ISO Online browsing platform: available at https://w ww.iso.org/obp — IEC Electropedia: available at https://w ww.electropedia.org/
