Opleiding: Service Integration and Management (SIAM) Foundation (English)

Lesmethode :

Klassikaal

Algemeen :

As IT departments increasingly outsource services, a key question arises: how do you maintain high-quality service delivery while working with a growing number of internal and external service providers? SIAM was developed as an answer to this challenge. But what exactly is it and how do you implement it?

SIAM, which stands for Service Integration and Management, is a method for managing multiple service providers and integrating their services to deliver seamless, efficient, and high-quality service to an organization.

In this 3-day course we cover the principles and practices of managing multiple service providers. You will gain the knowledge and skills to navigate the complexities of service integration, improve service quality, increase efficiency, and create a service environment that supports business goals.

With additional self-study, you will be prepared to take the
SIAM Foundation certification exam.

Doel :

After completing this course, you will be able to:
Identify the fundamental principles and processes of SIAM as used in organizations.
Set up a SIAM ecosystem to better organize the organization's resources.
Provide better support during a SIAM implementation by understanding key considerations for the main processes.
Reduce risks associated with integrated services and the SIAM ecosystem.
Connect other practices with SIAM to enhance and improve the organization’s service delivery.
Integrate services using different structures based on SIAM practices and methodology.
Recognize the main phases of SIAM implementation to better plan the introduction of SIAM.
Define SIAM roles and responsibilities within processes and the organization.
Select the most suitable SIAM practices, aligned with the organization's environment and maturity level.

In addition, this course provides excellent preparation for the EXIN SIAM Foundation exam.

Doelgroep :

This course is for professionals working in environments where IT services are sourced from multiple (internal and external) providers, or who are considering adopting such a model.

Voorkennis :

No specific prior knowledge is required for this course. However, familiarity with IT Service Management can support faster understanding of the concepts.

Onderwerpen :

- Introduction to Service Integration and Management
   - What is SIAM?
   - The history of SIAM
   - The purpose of SIAM
   - The scope of SIAM
   - SIAM and the business strategy
   - Value to the organization - The SIAM business case
- SIAM roadmap
   - Discovery and strategy
   - Plan and build
   - Implement
   - Run and improve
- SIAM structures
   - Internally sourced service integrator
   - Externally sourced service integrator
   - Hybrid service integrator
   - Lead supplier as service sntegrator
- SIAM and other practices
   - IT Service Management
   - Lean
   - COBIT
   - DevOps
   - Agile
- SIAM roles and responsibilities
   - Roles and the SIAM roadmap
   - How are roles different in a SIAM ecosystem?
   - Customer organization
   - Service integrator
   - Service provider
   - Governance roles
   - Operational roles
   - The service desk in a SIAM ecosystem
- SIAM practices
   - People practices: managing cross-functional teams
   - Process practices: integrating processes across service providers
   - Measurement practices: eneable and report on end to end services
   - Technology practices: creating and tooling strategy
- SIAM cultural considerations
   - Cultural change
   - Collaboration and cooperation
   - Cross-service provider organization
- Challenges and risks
   - Building de business case
   - Level of control and ownership
   - Legacy contracts
   - Commercial Challenges
   - Security
   - Cultural Fit
   - Behaviours
   - Measuring success
   - Trust/eliminating micro management