Service Integration and Management (SIAM(tm)) Foundation Body of Knowledge (BoK), Second Edition

Service Integration and Management (SIAM(tm)) Foundation Body of Knowledge (BoK), Second Edition

Service Integration and Management (SIAM(tm)) Foundation Body of Knowledge (BoK), Second edition has been updated to reflect changes to the market and is the official guide for the EXIN SIAM(tm) Foundation certification. Prepare for your SIAM(tm) Foundation exam and understand how SIAM can benefit y...

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Detalles Bibliográficos
Autor principal: Agutter, Claire (-)
Otros Autores: Governance, I. T., editor (editor)
Formato: Libro electrónico
Idioma:Inglés
Publicado: Ely : IT Governance Ltd 2021.
Materias:
COMPUTERS / General.
Technology
Technology & Engineering
Ver en Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009631644206719
Tabla de Contenidos:
  • Cover
  • Title
  • Copyright
  • Foreword
  • Contents
  • Chapter 1: Introduction to Service Integration and Management (SIAM)
  • 1.1 What is SIAM?
  • 1.1.1 The SIAM ecosystem
  • 1.1.2 SIAM practices
  • 1.1.3 SIAM and processes
  • 1.1.4 SIAM functions
  • 1.1.5 SIAM roles
  • 1.1.6 SIAM structural elements
  • 1.1.7 SIAM models
  • 1.1.8 SIAM contractual and sourcing considerations
  • 1.2 The history of SIAM
  • 1.2.1 SIAM as a concept
  • 1.2.2 The emergence of the term 'SIAM'
  • 1.2.3 Growth and adoption of SIAM within the UK government
  • 1.2.4 SIAM history
  • 1.3 The purpose of SIAM
  • 1.4 The scope of SIAM
  • 1.4.1 Types of service
  • 1.5 SIAM and the business strategy
  • 1.5.1 Why change?
  • 1.5.2 Drivers for SIAM
  • 1.6 Value to the organization - the SIAM business case
  • 1.6.1 Improved service quality
  • 1.6.2 Optimized costs and improved value
  • 1.6.3 Improved governance and control
  • 1.6.4 Improved flexibility
  • Chapter 2: SIAM roadmap
  • 2.1 Discovery &amp
  • Strategy
  • 2.1.1 Objectives
  • 2.1.2 Triggers
  • 2.1.3 Inputs
  • 2.1.4 Activities
  • 2.1.5 Outputs
  • 2.2 Plan &amp
  • Build
  • 2.2.1 Objectives
  • 2.2.2 Triggers
  • 2.2.3 Inputs
  • 2.2.4 Activities
  • 2.2.5 Outputs
  • 2.3 Implement
  • 2.3.1 Objectives
  • 2.3.2 Triggers
  • 2.3.3 Inputs
  • 2.3.4 Activities
  • 2.3.5 Outputs
  • 2.4 Run &amp
  • Improve
  • 2.4.1 Objectives
  • 2.4.2 Triggers
  • 2.4.3 Inputs
  • 2.4.4 Activities
  • 2.4.5 Outputs
  • Chapter 3: SIAM structures
  • 3.1 Externally sourced service integrator
  • 3.1.1 When does a customer use this structure?
  • 3.1.2 Advantages
  • 3.1.3 Disadvantages
  • 3.2 Internally sourced service integrator
  • 3.2.1 When does a customer use this structure?
  • 3.2.2 Advantages
  • 3.2.3 Disadvantages
  • 3.3 Hybrid service integrator
  • 3.3.1 When does a customer use this structure?
  • 3.3.2 Advantages
  • 3.3.3 Disadvantages.
  • 3.4 Lead supplier as service integrator
  • 3.4.1 When does a customer use this structure?
  • 3.4.2 Advantages
  • 3.4.3 Disadvantages
  • Chapter 4: SIAM and other practices
  • 4.1 Service management
  • 4.1.1 What is ITIL?
  • 4.1.2 VeriSM
  • 4.1.3 ISO standards
  • 4.2 COBIT
  • 4.2.1 What is COBIT?
  • 4.2.2 COBIT in a SIAM ecosystem
  • 4.3 Lean
  • 4.3.1 What is Lean?
  • 4.3.2 Lean in a SIAM ecosystem
  • 4.4 DevOps
  • 4.4.1 What is DevOps?
  • 4.4.2 DevOps in a SIAM ecosystem
  • 4.5 Agile, including Agile Service Management
  • 4.5.1 agile, Agile and agility
  • 4.5.2 What is Agile?
  • 4.5.3 What is Agile Service Management?
  • 4.5.4 Agile in a SIAM ecosystem
  • 4.5.5 Agile Service Management in a SIAM ecosystem
  • Chapter 5: SIAM roles and responsibilities
  • 5.1 Roles and the SIAM roadmap
  • 5.1.1 Definition of principles and policies
  • 5.1.2 Design
  • 5.1.3 Allocation
  • 5.1.4 Monitoring and improvement
  • 5.2 How is a role different in a SIAM ecosystem?
  • 5.2.1 The role of the customer organization
  • 5.2.2 The role of retained capabilities
  • 5.2.3 The role of the service integrator
  • 5.2.4 The role of service providers
  • 5.3 Role description: Customer organization, including retained capabilities
  • 5.4 Role description: Service integrator
  • 5.5 Role description: Service provider
  • 5.6 Governance roles
  • 5.6.1 Strategic governance: Executive boards
  • 5.6.2 Tactical board
  • 5.6.3 Operational boards
  • 5.6.4 Operational board: Integrated change advisory board
  • 5.7 Operational roles
  • 5.7.1 Knowledge management forum
  • 5.7.2 Continual improvement forum
  • 5.7.3 Major incident working group
  • 5.8 The service desk in a SIAM ecosystem
  • Chapter 6: SIAM practices
  • 6.1 People practices: Managing cross-functional teams
  • 6.1.1 Challenges related to cross-functional teams
  • 6.1.2 Practices for managing cross-functional teams.
  • 6.2 Process practices: Integrating processes across service providers
  • 6.2.1 Challenges related to integrating processes across service providers
  • 6.2.2 Practices for integrating processes across service providers
  • 6.3 Measurement practices: Enable and report on end-to-end services
  • 6.3.1 Challenges related to enabling and reporting on end-to-end services
  • 6.3.2 Practices for enabling and reporting on end-to-end services
  • 6.4 Technology practices: creating a tooling strategy
  • 6.4.1 Challenges related to creating a tooling strategy
  • 6.4.2 Practices related to creating a tooling strategy
  • Chapter 7: SIAM cultural considerations
  • 7.1 Cultural change
  • 7.1.1 What does this mean in a SIAM environment?
  • 7.1.2 Why is it important?
  • 7.1.3 What challenges will be faced?
  • 7.1.4 How can they be resolved?
  • 7.1.5 Cultural change and the SIAM structures
  • 7.2 Collaboration and cooperation
  • 7.2.1 What does this mean in a SIAM ecosystem?
  • 7.2.2 Why is it important?
  • 7.2.3 What challenges will be faced?
  • 7.2.4 How can they be resolved?
  • 7.2.5 Collaboration and cooperation and the SIAM structures
  • 7.3 Cross-service provider organization
  • 7.3.1 What does this mean in a SIAM ecosystem?
  • 7.3.2 Why is it important?
  • 7.3.3 What challenges will be faced?
  • 7.3.4 How can they be resolved?
  • 7.3.5 Cross-service provider organization and the SIAM structures
  • Chapter 8: Challenges and risks
  • 8.1 Challenge: Building the business case
  • 8.1.1 Which parties will this challenge affect?
  • 8.1.2 Which roadmap stage will this challenge affect?
  • 8.1.3 Associated risks
  • 8.1.4 Potential mitigation
  • 8.2 Challenge: Level of control and ownership
  • 8.2.1 Which parties will this challenge affect?
  • 8.2.2 Which roadmap stage will this challenge affect?
  • 8.2.3 Associated risks
  • 8.2.4 Potential mitigation.
  • 8.3 Challenge: Commercial challenges
  • 8.3.1 Which parties will this challenge affect?
  • 8.3.2 Which roadmap stage will this challenge affect?
  • 8.3.3 Associated risks
  • 8.3.4 Potential mitigation
  • 8.4 Challenge: Security
  • 8.4.1 Which parties will this challenge affect?
  • 8.4.2 Which roadmap stage will this challenge affect?
  • 8.4.3 Associated risks
  • 8.4.4 Potential mitigation
  • 8.5 Challenge: Cultural fit and behaviors
  • 8.5.1 Which parties will this challenge affect?
  • 8.5.2 Which roadmap stage will this challenge affect?
  • 8.5.3 Associated risks
  • 8.5.4 Potential mitigation
  • 8.6 Challenge: Measuring success
  • 8.6.1 Which parties will this challenge affect?
  • 8.6.2 Which roadmap stage will this challenge affect?
  • 8.6.3 Associated risks
  • 8.6.4 Potential mitigation
  • Appendix A: Glossary of terms
  • Appendix B: The SIAM™ Process Guides
  • 1. What is a process?
  • 2. Processes and the SIAM ecosystem
  • 2.1 Process guides
  • 3. Common SIAM considerations
  • 3.1 Complexity
  • 3.2 Who owns the end-to-end process?
  • 3.3 Toolset considerations
  • 3.4 Data and information considerations
  • 3.4.1 Who owns the data?
  • 3.4.2 Who owns the intellectual property on artefacts?
  • 3.4.3 Is data and information consistent?
  • 3.4.4 How is access to shared data, information and tools controlled?
  • 3.4.5 Who is responsible for process improvement?
  • 3.4.6 How will compliance and assurance be managed?
  • 4. Process guide: Service portfolio management
  • 4.1 Process purpose
  • 4.2 SIAM considerations
  • 4.3 Generic process information
  • 4.3.1 Activities
  • 4.3.2 Example roles
  • 4.3.3 Example metrics
  • 4.3.4 Example inputs and outputs
  • 5. Process guide: Monitoring and measuring
  • 5.1 Process purpose
  • 5.2 SIAM considerations
  • 5.3 Generic process information
  • 5.3.1 Activities
  • 5.3.2 Example roles
  • 5.3.3 Example metrics.
  • 5.3.4 Example inputs and outputs
  • 6. Process guide: Event management
  • 6.1 Process purpose
  • 6.2 SIAM considerations
  • 6.3 Generic process information
  • 6.3.1 Activities
  • 6.3.2 Example roles
  • 6.3.3 Example metrics
  • 6.3.4 Example inputs and outputs
  • 6.3.5 Event management outputs can include
  • 7. Process guide: Request management
  • 7.1 Process purpose
  • 7.2 SIAM considerations
  • 7.3 Generic process information
  • 7.3.1 Activities
  • 7.3.2 Example roles
  • 7.3.3 Example metrics
  • 7.3.4 Example inputs and outputs
  • 8. Process guide: Incident management
  • 8.1 Process purpose
  • 8.2 SIAM considerations
  • 8.3 Generic process information
  • 8.3.1 Activities
  • 8.3.2 Example roles
  • 8.3.3 Example metrics
  • 8.3.4 Example inputs and outputs
  • 9. Process guide: Problem management
  • 9.1 Process purpose
  • 9.2 SIAM considerations
  • 9.3 Generic process information
  • 9.3.1 Activities
  • 9.3.2 Example roles
  • 9.3.3 Example metrics
  • 9.3.4 Example inputs and outputs
  • 10. Process guide: Change and release management
  • 10.1 Process purpose
  • 10.2 SIAM considerations
  • 10.3 Generic process information
  • 10.3.1 Activities
  • 10.3.2 Example roles
  • 10.3.3 Example metrics
  • 10.3.4 Example inputs and outputs
  • 11. Process guide: Configuration management
  • 11.1 Process purpose
  • 11.2 SIAM considerations
  • 11.3 Generic process information
  • 11.3.1 Activities
  • 11.3.2 Example roles
  • 11.3.3 Example metrics
  • 11.3.4 Example inputs and outputs
  • 12. Process guide: Service level management
  • 12.1 Process purpose
  • 12.2 SIAM considerations
  • 12.3 Generic process information
  • 12.3.1 Activities
  • 12.3.2 Example roles
  • 12.3.3 Example metrics
  • 12.3.4 Example inputs and outputs
  • 13. Process guide: Supplier management
  • 13.1 Process purpose
  • 13.2 SIAM considerations
  • 13.3 Generic process information
  • 13.3.1 Activities.
  • 13.3.2 Example roles.

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