Jargon Buster

Common to most IT service management methods and frameworks, Service Integration and Management (SIAM) comes with its own set of acronyms and ‘management speak’ which can sometimes be a bit confusing. At Syamic, we understand that it is very important for everyone working within a SIAM environment to have a common understanding of the key terms

 The following section provides a description of some of the more commonly used terms. It’s not intended to be an exhaustive list, however it does include those which we are most commonly asked to explain.

Collaboration Agreement: A Collaboration Agreement helps to create a ‘one-team’ approach between multiple Service Providers, based upon working together to deliver shared outcomes, without continual reference back to their respective contracts

Customer Organisation: It is the Customer Organisation which decides to the transition towards SIAM as part of its operating model. It commissions the SIAM ecosystem

Externally Sourced Service Integrator: Type of SIAM structure: The Customer Organisation appoints an external organisation to take the role of the Service Integrator

Governance: Governance refers to the rules, policies, processes, and in some cases legislation, by which businesses are operated, regulated and controlled. In a SIAM ecosystem, Governance refers to the definition and application of policies and standards. These define and ensure the required levels of authority, decision making and accountability

Governance Board: Governance Boards perform a key role in providing Governance. They do this by acting as decision making bodies, which are convened regularly throughout the operating lifespan of the SIAM Model

Hybrid Service Integrator: Type of SIAM structure: The Customer Organisation collaborates with an external organisation to jointly take the role of the Service Integrator

Internally Sourced Service Integrator: Type of SIAM structure: The Customer Organisation takes the role of Service Integrator

Lead Supplier Service Integrator: Type of SIAM Structure: the role of Service Integrator is taken by an external organisation, which is also an external Service Provider to the Customer Organisation

Performance Management and Reporting Framework: The Performance Management and Reporting Framework for SIAM addresses measuring and reporting on a range of items including:
• Key performance indicators
• Performance of processes and process models
• Achievement of service level targets
• System and service performance
• Adherence to contractual and non-contractual responsibilities
• Collaboration
• Customer satisfaction

Service Integrator: This is a single, logical entity held accountable for the end to end delivery of services and the business value that the customer receives. The service integrator is accountable for end to end service governance, management, integration, assurance and coordination across multiple Service Providers

Service line: A term used to describe a grouping of services under SIAM management and governance, grouped by either business function type (Business service line) or technology type (Technology service line). Defining and maintaining services, service boundaries and service lines is part of the key to effective SIAM

Service Management: Service Management is responsible for managing the delivery of IT services from a Service Provider. It may also be referred to as operational service management

Service Provider: Within a SIAM ecosystem, there are multiple Service Providers. Each one is responsible for the delivery of one or more services, or service elements, to the Customer Organisation. It is responsible for managing the products and technology used to deliver its contracted or agreed services and operating its own processes. They can be internal or external to the Customer Organisation

SIAM: A term which is used as an abbreviation for Service Integration and Management

SIAM ecosystem: This collectively represents all interconnected parties within the SIAM Model, across all of the SIAM layers

SIAM Governance Framework: Within a SIAM ecosystem, the SIAM Governance Framework allows the Customer Organisation to exercise and maintain authority over the ecosystem. The framework defines roles and responsibilities, accountabilities, meeting formats and frequencies, inputs, outputs, hierarchy, terms of reference and related policies

SIAM Layers: This refers to the three layers within a SIAM ecosystem: customer organisation (including retained capabilities), service integrator, and service provider(s)

SIAM Model: A SIAM Model is based upon the practices, processes, functions, roles and structural elements described within the SIAM methodology. Their model will be based on the layers in the SIAM ecosystem

SIAM Structures: There are four recognised SIAM Structures which describe how the service integrator can be sourced. These include internally, externally, a lead supplier or as a hybrid sourcing model

Tower: A term often used to describe a set of services typically determined by technology type or by specific applications, provided by one or more suppliers, for example, a Mainframe Tower which provides applications that run on a particular mainframe technology. It is preferable in a SIAM context to use the term ‘service’ rather than Tower, as SIAM models can be applied to any grouping of services, irrespective of any technology