Service Integration and Management

Name: Service Integration and Management
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ISBN: 9781787786233

SIAM Foundation

Claire Agutter, Michelle Major-Goldsmith, Simon Dorst

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IT Governance Publishing
28 April 2026

Management & management techniques; Computing: general

Service integration and management (SIAM) is a management methodology for creating value in an ecosystem where multiple service providers contribute to end-to-end services. It has evolved as organizations moved from single-supplier outsourcing to multi-sourced, increasingly digital, cloud-enabled delivery, where objectives, contracts, data and targets can become misaligned.

SIAM enables cross-functional, cross-process and cross-provider integration by establishing a service integrator capability that provides governance, management, integration, assurance and coordination at strategic, tactical and operational levels. It creates an ecosystem where all parties:

Understand their role, responsibilities and context Are empowered to deliver within clear boundaries Are accountable for the outcomes they enable

This updated edition of SIAM Foundation provides a comprehensive introduction to SIAM and is the official guide for the EXIN SIAM™ Foundation certification. This publication helps candidates prepare for the Foundation exam and introduces SIAM concepts, roadmap stages, structures, roles, practices and cultural considerations for successful adoption. It will appeal to:

Anyone seeking an introduction to SIAM and the SIAM™ Foundation certification Customer organizations and their staff managing multi-provider ecosystems Service integrators and their teams establishing end-to-end accountability Internal and external service providers wanting to work effectively in SIAM Consultants in service management supporting SIAM design and adoption

“SIAM Foundation brings together the real-world experience of practitioners from across the SIAM community to provide a clear, practical introduction to managing services in a multi-provider ecosystem. It will help you focus on outcomes, deliver maximum value, and manage end-to-end services across complex supply networks, a necessity in today’s digital, cloud-enabled environments. SIAM Foundation sets out the essential definitions, roles, structures and practices, and explores the common challenges you’ll face when adopting SIAM, making it valuable for practitioners at every level as well as those studying for the globally recognised SIAM Foundation certification.”

Claire Agutter

By: Claire Agutter, Michelle Major-Goldsmith, Simon Dorst
Imprint: IT Governance Publishing
Country of Publication: United Kingdom
Edition: 3rd edition
Dimensions: Height: 297mm, Width: 210mm,
ISBN: 9781787786233
ISBN 10: 1787786234
Pages: 218
Publication Date: 28 April 2026
Audience: Professional and scholarly , Undergraduate
Format: Paperback
Publisher's Status: Active

Scopism would like to thank the following people and organizations for their contributions to this document: SIAM Body of Knowledge Architects Claire Agutter, Scopism Michelle Major-Goldsmith, Kinetic IT Simon Dorst, Kinetic IT Contributors Akira Kato, Independent Dolf van der Haven, Powerful Answers Gary Williams, Independent Helen Nunn, Independent Ian Clark, Fox ITSM Ingrid Moleveld, EXIN Jordy Mertens, 2Grips Keith Palmer-Hughes Michele Renault Patrick Follon, Follon & Partners Peter McKenzie Ronald Israels Stéphane Joret, Liscience Tim Hughes, Independent Tony Williams, Independent (formerly Sellafield Ltd Wim Bonte, Proximus

Reviews for Service Integration and Management (SIAM) Foundation

1. Introduction to service integration and management (SIAM). 17 1.1. What is SIAM?. 17 1.2. The history of SIAM... 33 1.3. The purpose of SIAM... 37 1.4. The scope of SIAM... 38 1.5. SIAM and the business strategy. 41 1.6. Value to the organization - the SIAM business case.. 53 2. SIAM roadmap.. 57 2.1. Discovery & Strategy. 59 2.2. Plan & Build.. 65 2.3. Implement 79 2.4. Run & Improve.. 83 3. SIAM structures. 88 3.1. Internally sourced service integrator 88 3.2. Externally sourced service integrator 91 3.3. Lead supplier as service integrator 94 3.4. Hybrid service integrator 98 4. SIAM roles. 102 4.1. Roles and the SIAM roadmap.. 102 4.2. How is a role different in a SIAM ecosystem?. 104 4.3. Role description: Customer organization.. 106 4.4. Role description: Service integrator 107 4.5. Role description: Service provider 108 4.6. Governance roles. 109 4.7. Operational roles. 118 4.8. The service desk in a SIAM ecosystem... 123 5. SIAM practices. 125 5.1. People practices. 125 5.2. Process practices. 132 5.3. Measurement practices. 137 5.4. Technology practices. 142 5.5. SIAM and other practices. 148 6. SIAM cultural considerations. 151 6.1. Cultural change.. 151 6.2. Collaboration and cooperation.. 155 6.3. Cross-service provider organization.. 163 7. Challenges and risks. 166 7.1. Challenge: Building the business case.. 166 7.2. Challenge: Level of control and ownership.. 168 7.3. Challenge: Commercial challenges. 170 7.4. Challenge: Security. 173 7.5. Challenge: Cultural fit and behaviors. 175 7.6. Challenge: Measuring success. 177 Appendix A: SIAM Processes. 179 1. SIAM processes. 179 1.1. What is a process?. 179 1.2. Process vs. practice.. 180 1.3. Process roles. 181 1.4. Processes and the SIAM ecosystem... 183 2. Common SIAM process considerations. 185 2.1. Complexity. 185 2.2. Who owns the end-to-end process?. 185 2.3. Toolset considerations. 186 2.4. Data and information considerations. 186 3. Tactical processes. 189 3.1. Continual service improvement 189 3.2. Supplier management 192 3.3. Change and release management 196 Appendix B: Glossary of terms. 201 Appendix C: List of acronyms. 210