Common to most IT service management methods and frameworks, Service Integration and Management (SIAM) comes with its own set of acronyms and āmanagement speakā 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. Itās not intended to be an exhaustive list however it does include those which we are most commonly asked to explain.
A Collaboration Agreement helps to create a āone-teamā 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: A 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: A 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: A type of SIAM structure - The Customer Organisation takes the role of Service Integrator.
Lead Supplier Service Integrator: A 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:
ā¢ Key performance indicators
ā¢ Performance of processes and process models
ā¢ Achievement of service level targets
ā¢ System and service performance
ā¢ Adherence to contractual and non-contractual responsibilities
ā¢ 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 is responsible for managing the delivery of IT services from a Service Provider. It may also be referred to as operational service management.
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 the SIAM layers.
SIAM ecosystem: This collectively represents all interconnected parties within the SIAM Model, across all 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 and ITIL: Transitions to SIAM will take place in an environment that already uses service management processes ā often based on ITIL. SIAM doesnāt replace ITIL but builds on ITILās processes, practices and techniques and adapts them to work effectively in a multi-Service Provider environment.
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 internal, external, 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 āserviceā rather than Tower, as SIAM models can be applied to any grouping of services, irrespective of any technology.