Overview

Service Integration and Management (SIAM®) is a management framework used to manage multiple service providers and to integrate them seamlessly to provide a single business-facing IT organisation. This three-day course, designed by QA's industry leading service management experts, is fully accredited by BCS and provides you with an initial foundation level introduction to SIAM® terminology and core principles.

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Prerequisites

There are no specific pre-requisites for entry to this course and exam. However it is strongly recommended that candidates have good knowledge of IT Service Management terminology, for instance through a recognized IT Service Management framework.

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Learning Outcomes

Candidates will be able to demonstrate knowledge of the fundamental concepts of Service Integration and an understanding of bringing together multiple service providers to strive for a common goal, in order to support the client organisations’ agreed objectives for service delivery.

Specific Learning Objectives of the SIAM® Foundation Certificate address the following areas:

1 - Introduction to Service Integration and Management (SIAM®)

2 - SIAM® implementation roadmap

3 - SIAM® and its relation to other management practices

4 - SIAM® roles and responsibilities

5 - SIAM® practices

6 - Processes to support SIAM®

7 - SIAM® challenges and risks

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Course Outline

This certificated course consists of the following areas of learning.

Module - Introduction to Service Integration and Management [SIAM®]

Delegates will be able to :

1 - Outline the SIAM® fundamentals

2 - Outline the purpose and value of a SIAM® approach

3 - Describe (business) drivers for SIAM®

4 - Describe the SIAM® methodology and the various structures suggested for the service integrator layer

Module - Service Integration and Management Implementation Roadmap

Delegates will be able to:

1 - List the SIAM® implementation key stages and explain the main objectives and activities of these stages.

2 - Outline the main objectives, triggers, inputs, activities and outputs in the discovery and strategy stage

3 - Outline the main objectives, triggers, inputs, activities and outputs in the plan and build stage

4 - Outline the main objectives, triggers, inputs, activities and outputs in the implement stage

5 - Outline the main objectives, triggers, inputs, activities and outputs in the run and improve stage

Module - Service Integration and Management roles and responsibilities

Delegates will be able to:

1 - Explain SIAM® roles and responsibilities.

2 - Explain the SIAM® structural elements.

Module - Service Integration and Management practices

Delegates will be able to:

1 - Describe the people practices of managing cross functional teams

2 - Describe the process practices of integrating processes across service providers

3 - Describe the measurement practices of enabling and reporting on End to End Services

4 - Describe the technology practices of creating a tooling strategy

Module - Processes to support Service Integration and Management

Delegates will be able to :

1 - Outline the function of processes in a SIAM® ecosystem

2 - Understand the objectives and SIAM® considerations of the main processes that support Service Integration and Management

Module - Service Integration and Management challenges and risks

Delegates will be able to :

1 - Describe the importance of building the business case, the associated risks and mitigations

2 - Describe the importance of culture, collaboration and cooperation, the associated risks and mitigations

3 - Describe the importance of level of control and ownership, the associated challenges and mitigations

4 - Outline the importance of security, the associated risks and mitigations

5 - Describe the challenges associated with measuring success and its mitigations

6 - Describe the importance of trust/eliminating micro-management and level of control, the associated risks and mitigations

7 - Define the commercial challenges, the challenges with legacy contracts and their mitigations

Module - Service Integration and Management and other practices

Delegates will be able to :

1 - Describe the contribution of the following frameworks and standards to a SIAM® ecosystem: IT service management including ITIL® and ISO/IEC 20000, Agile, including Agile Service Management, DevOps, COBIT and Lean

Certification/Exam

There is a 60 minute, 40 question, multiple choice, closed book exam associated with this qualification to be taken on the afternoon of day 3 of the course. The pass mark for this exam is 65% (26 out of 40).

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Dates & Locations

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When will I receive my certificate?

Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.

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