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Overview
This three-day foundation course introduces the terminology, core principles, and practices of Service Integration and Management (SIAM®). Delegates gain a clear understanding of how SIAM® enables organisations to integrate multiple service providers into a single, business-facing IT organisation. The course is designed by QA’s service management experts and prepares participants for the BCS EXIN Foundation Certificate in SIAM®.
Prerequisites
There are no mandatory prerequisites. However, it is strongly recommended that candidates have a good understanding of IT Service Management terminology, for example through a recognised IT Service Management framework.
Target audience
This course is aimed at professionals involved in service management who want to understand how to implement and work within a SIAM® ecosystem, including IT service managers, process managers, service provider staff, and client-side service managers.
Learning Outcomes
By the end of this course, delegates will be able to:
- Explain the fundamentals, purpose, and value of a SIAM® approach
- Describe business drivers for SIAM® and the methodology’s structures
- Outline the SIAM® implementation roadmap and its stages
- Identify roles and responsibilities within SIAM®
- Describe practices for managing cross-functional teams and integrating processes across providers
- Understand key supporting processes, challenges, and risks in a SIAM® ecosystem
- Recognise how other frameworks and standards (ITIL®, ISO/IEC 20000, Agile, DevOps, COBIT, Lean) contribute to SIAM®
Course Outline
Introduction to Service Integration and Management (SIAM®)
- SIAM® fundamentals, purpose and value
- Business drivers for SIAM®
- SIAM® methodology and structures for the service integrator layer
Service Integration and Management Implementation Roadmap
- Key stages of SIAM® implementation
- Objectives, triggers, inputs, activities and outputs for:
- Discovery and strategy stage
- Plan and build stage
- Implement stage
- Run and improve stage
Service Integration and Management roles and responsibilities
- SIAM® roles and responsibilities
- Structural elements of SIAM®
Service Integration and Management practices
- People practices for managing cross-functional teams
- Process practices for integrating processes across service providers
- Measurement practices for enabling and reporting on end-to-end services
- Technology practices for creating a tooling strategy
Processes to support Service Integration and Management
- The function of processes in a SIAM® ecosystem
- Objectives and SIAM® considerations of the main supporting processes
Service Integration and Management challenges and risks
- Building the business case, risks and mitigations
- Culture, collaboration and cooperation: associated risks and mitigations
- Level of control and ownership challenges and mitigations
- Security considerations, risks and mitigations
- Measuring success and its mitigations
- Building trust, eliminating micro-management, risks and mitigations
- Commercial challenges, legacy contracts and mitigations
Service Integration and Management and other practices
- Contributions of ITIL®, ISO/IEC 20000, Agile Service Management, DevOps, COBIT and Lean to a SIAM® ecosystem
Exams and assessments
- 40 multiple-choice questions
- 60 minutes duration
- Closed book
- Pass mark: 65% (26 out of 40)
- BCS exams are remotely proctored. Learners can schedule their exam after 5pm on the final day of the course and sit it under remote conditions with proctoring
Hands-on learning
Delegates will engage in:
- Practical discussions on implementing SIAM® in their organisations
- Group exercises mapping out SIAM® implementation stages and roles
- Case studies examining challenges, risks, and mitigations within SIAM® ecosystems
- Peer collaboration to explore how other frameworks support SIAM® practices
Frequently asked questions
How can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".
If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.
Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.
How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
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.