ITIL® and SIAM: An Example ITIL-based Model for Effective Service Integration and Management - Webinar
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This document presents an example model for Service Integration and Management (SIAM) based on ITIL best practices. It defines SIAM as an approach to manage and coordinate services from multiple providers. The model has several key components, including core SIAM capabilities, business relationship management, and operational components. It also provides examples of how common ITIL processes could be adapted for a SIAM approach, such as having a SIAM process owner and integrating change management. The overall model is intended to help organizations design and implement an effective SIAM approach for managing services from multiple external providers.
ITIL® and SIAM: An Example ITIL-based Model for Effective Service Integration and Management - Webinar
- 1. AXELOS.com PUBLIC PUBLIC Kevin Holland Service Management Consultant @ITILspecialist An example ITIL-based model for effective Service Integration and Management
- 2. PUBLIC PUBLIC Agenda 1. What is SIAM 2. Example SIAM model 3. SIAM model components 4. Example ITIL adaptations 5. Q and A
- 3. PUBLIC PUBLIC 1. What is SIAM?
- 4. PUBLIC PUBLIC Definition Service integration / Service Integration & Management / SIAM Practices, model, and approach to manage, govern, & co-ordinate delivery of services from multiple service providers
- 5. PUBLIC PUBLIC 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
- 6. PUBLIC PUBLIC High level conceptual model
- 7. PUBLIC PUBLIC 2. Example SIAM model
- 8. PUBLIC PUBLIC 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
- 9. PUBLIC PUBLIC Example SIAM component model
- 10. PUBLIC PUBLIC 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
- 11. PUBLIC PUBLIC 3. Components of example SIAM model
- 12. PUBLIC PUBLIC ‘Core’ SIAM • SIAM design • Service catalogue & portfolio management • Toolset integration • Multi-supplier co-ordination • Business & service continuity (integrated)
- 13. PUBLIC PUBLIC 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
- 14. PUBLIC PUBLIC ‘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
- 15. PUBLIC PUBLIC 4. Some examples of ITIL adaptation
- 16. PUBLIC PUBLIC 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
- 17. PUBLIC PUBLIC Service owners • Effective Network of Service owners is critical to SIAM • Ownership/ Relationships with business, service providers, process owners
- 18. PUBLIC PUBLIC 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
- 19. PUBLIC PUBLIC 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
- 20. PUBLIC PUBLIC 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
- 21. PUBLIC PUBLIC 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
- 22. PUBLIC PUBLIC 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
- 23. PUBLIC PUBLIC 6. Q and A SIAM and ITIL Whitepaper https://www.axelos.com/case-studies-and-white-papers/introduction- to-service-integration-management Example model for effective SIAM Whitepaper https://www.axelos.com/case-studies-and-white-papers/an-example- itil-based-model-for-effective-siam @ITILspecialist Uk.linkedin.com/in/itilexpert/