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An Example of An ITIL Based Model For Effective SIAM Presentation

This document presents an example ITIL-based model for effective Service Integration and Management (SIAM). It defines SIAM as practices, models, and approaches to manage, govern, and coordinate delivery of services from multiple service providers. The document outlines key components of the example SIAM model, including core SIAM capabilities, business/customer relationship management, and operational components. It also provides examples of how some specific ITIL processes could be adapted for a SIAM model, such as integrated change advisory boards and capacity management. The document concludes with references for additional information on SIAM and the example model.

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Erdem Enust
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165 views23 pages

An Example of An ITIL Based Model For Effective SIAM Presentation

This document presents an example ITIL-based model for effective Service Integration and Management (SIAM). It defines SIAM as practices, models, and approaches to manage, govern, and coordinate delivery of services from multiple service providers. The document outlines key components of the example SIAM model, including core SIAM capabilities, business/customer relationship management, and operational components. It also provides examples of how some specific ITIL processes could be adapted for a SIAM model, such as integrated change advisory boards and capacity management. The document concludes with references for additional information on SIAM and the example model.

Uploaded by

Erdem Enust
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Kevin Holland
Service Management Consultant
@ITILspecialist

An example ITIL-based model for


effective Service Integration and
Management
AXELOS.com

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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-servi
ce-integration-management

Example model for effective SIAM Whitepaper


https://
www.axelos.com/case-studies-and-white-papers/an-example-itil-bas
ed-model-for-effective-siam

@ITILspecialist
Uk.linkedin.com/in/itilexpert/
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