iterative or may even be undertaken in parallel . Practices , Processes , Roles and Structural Elements
The Body-of-Knowledge defines Practices , Processes , Roles and Structural Elements , and how they need to be applied within a SIAM model . Principles and policies for these are defined during the Discovery and Strategy stage of the SIAM roadmap , before detail is added during Plan and Build . They are put in place during the Implement stage and monitored during Run and Improve .
Whilst not revolutionary these components of a SIAM model need careful consideration to deal with some of
description for many of the processes within SIAM , and the considerations that should be made when designing and using these in a SIAM ecosystem .
The BoK itself describes in detail the relationship of SIAM with the following enabling practices :
IT Service Management ( including ITIL ® and ISO / IEC
20000 )
• Lean
• COBIT ® 5
• DevOps
• Agile , including agile service management .
This is not an exhaustive list , and there are ( many ) other practices that can complement and support the design , implementation , operation and improvement of a SIAM ecosystem . Because SIAM itself focusses on outcomes ( the ‘ what ’), it can work harmoniously together with many of these practices as they focus more on ‘ how ’ to achieve those outcomes . It also allows different providers ( including the service integrator ) to use different enabling practices , but still be able to work together on end-to-end outcomes that bring value to the customer organisation .
But wait , there is more !
Figure : a high-level SIAM model (© Scopism Limited 2016 . All Rights Reserved .)
the unique challenges and structures of a multi-provider ecosystem . The key consideration is a focus on the outcomes of the individual service provider , not how those outcomes are achieved ( i . e . the ‘ what ’ and not the ‘ how ’).
SIAM and other practices
SIAM itself is not a process ; it draws on and uses other management processes . Many of the processes used within a SIAM ecosystem are familiar processes like change management and business relationship management . Within a SIAM model , however , these processes require adaptation and augmentation to support integration and coordination between the different parties . Rather than prescriptive process flows , this means a focus on respective inputs , outputs and communication between providers .
Together with the Body-of-Knowledge ( BoK ) a set of ‘ Process Guides ’ has been released , which provides a
SIAM does not pretend to be a silver bullet , and whilst the Body-of-Knowledge is a succinct description of all the key concepts and considerations for the implementation ( and operation ) of a SIAM ecosystem , important factors to consider are the organisational culture ( of the different parties , in the different layers ) and the collaboration between those parties .
The BoK describes the need for Organisational Change Management , collaboration & cooperation , crossprovider management ; as well as the challenges with these and potential mitigation of them .
The story so far …
The finished Body of Knowledge is a truly definitive baseline for SIAM . It covers all of the key concepts in accessible language . Since the launch of the SIAM Foundation BoK and the certification ( in January ), it has received acclaim and positive endorsement from experts and members of the service management community , regarding its relevance and value to thought leadership in the multi-provider IT arena ( conference mentions , feedback from users , publisher uptake ). The free BoK had been downloaded nearly
6 itSMF Bulletin — July 2017