San Francisco, California
London, United Kingdom
2 day SIAM Course: Service Integration and Management (SIAM)
In multi-sourced operating models, where services are provided by a myriad of teams or organizations, ensuring seamless delivery presents a challenge. One way to address this challenge is through establishing a discrete Service Integration and Management (SIAM) system. An effective SIAM system enables organizations to take advantage of the flexibility and innovation of multi-sourcing and standard services, while delivering integrated services to the business. It requires the planning, design, implementation and monitoring of service procedures and other controls capable of enabling service delivery and the prompt detection of service events and response to service incidents. Operational targets must be set in the context of service management obligations and aligned with the SIAM management policy, the SIAM management objectives and consistent with the core values, objectives and strategic direction of the organization.
SIAM enables an organisation to establish, develop, document, implement, evaluate, maintain and improve an effective and responsive service management system that will assist ensure service providers fulfil their obligations. It helps determine the external and internal issues that can affect its ability to achieve the intended outcomes of service integration and management.
This 2 day course provides delegates with an understanding of SIAM and the International Organisation for Standardisation’s (ISO) standard for service management systems – ISO/IEC 20000-1. Delegates will learn about the policy, objectives and integrated process approach for SIAM and the use of a service management system to plan, organise , direct and control suppliers and their service delivery.
Corporate governance, industry regulations, privacy legislation and contractual obligations are some of the drivers for effective service management to be implemented and administered. This seminar will help participants make informed decisions about the establishment, design and implementation of SIAM and manage the delivery of services by suppliers, including their contractual obligations.
Attendees gain an appreciation of SIAM and how to effectively build capability and conduct assessments of process capability and organisational maturity.
Participants will learn more about:
- Overview of SIAM and its relationship to the ISO/IEC 20000-1 standard
- The scope and purpose of system integration and management
- Defining a SIAM policy and framework for setting objectives, determining obligations and managing risk
- Understanding an organization’s service integration and management requirements
- Using the "Plan-Do-Check-Act" (PDCA) model to structure all SIAM activities
- Developing and implementing a services management system
- Recognising current capability in service integration and management
- Adopting a process approach for establishing, implementing, supporting, operating, monitoring, maintaining and improving an organisation's SIAM capability.
- Understand the leadership, planning and support for SIAM
- Implement the operational planning and control essential to managing an organization's SIAM risks in the context of the organization’s overall business risks;
- Performance Evaluation: Monitoring, measurement, analysis and evaluation of the performance and effectiveness of SIAM
- Continually improve service integration and management
- Prepare the essential documents and records management.
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IT Governance Network
The IT Governance Network is an international organisation represented in the United States, United Kingdom, Netherlands, Switzerland and South Africa.
The IT Governance Network was incorporated to service a growing number of clients that include central banks, financial institutions, large utility and energy companies to small specialist high-tech enterprises.
The IT Governance Network provides consulting, software solutions and training:
- General Data Protection Regulation
- IT Governance, SOA Governance, SIAM, COBIT, ITIL and ISO… implementations
- Building process capability and measuring IT Performance (e.g. goals and BSC)
- Governing service providers, drafting contracts and service level agreements
- IT Monitoring, Evaluation and Reporting
- Privacy Management, Information Security (ISO 27001) and Regulatory compliance
- Compliance management systems (ISO 19600).