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Many organisations source their IT services from multiple service providers. This gives them access to competitively priced, high quality services that allow them to focus on their core business. However, many organisations also struggle to get value from their service providers because they don’t have the right contracts in place, or don’t manage their supply chain effectively.

Service Integration and Management (SIAM) is an evolution of how to apply a framework for integrated service management across multiple service providers. It has developed as organizations have moved away from outsourced contracts with a single supplier to an environment with multiple service providers. SIAM has evolved from the challenges associated with these more complex operating models.

SIAM supports cross-functional, cross-process, and cross-provider integration. It creates an environment where all parties:

  • Know their role, responsibilities and context in the ecosystem
  • Are empowered to deliver
  • Are held accountable for the outcomes they are required to deliver

The SIAM methodology encompasses:

  • Practices
  • Processes
  • Functions
  • ​Roles
  • Structural elements

There are three layers in the SIAM ecosystem:

  • Customer organization (including retained capabilities)
  • Service integrator
  • Service provider(s)

The course

The SIAM® Foundation tests a candidate’s knowledge and understanding of the terminology and the core principles. This SIAM® certification covers themes such as the potential benefits as well as the challenges and risks of implementing Service Integration and Management.

The SIAM® certification also includes examples of implementation structures, governance, tooling and data considerations and the common processes used in a SIAM ecosystem. A candidate who successfully completes the SIAM® Foundation course knows how Service Integration and Management delivers business value and is able to contribute to the implementation and use of SIAM in an organisation.

Candidates should be able to demonstrate knowledge of the fundamental concepts of Service Integration and an understanding of bringing together multiple service providers to strive for a common goal, in order to support the client organisations’ agreed objectives for service delivery.

Target group

SIAM is designed to provide insights into the basic processes of understanding, and is therefore especially suitable for:

This certification is aimed at professionals worldwide who have an interest in the practices of Service Integration and Management or who want to implement this methodology in an organisation ….in particular those professionals who are already working with IT Service Management processes. The SIAM® certification is intended for providers that want to implement and manage Service Integration and Management models.

Knowledge Objectives

  • Introduction to Service Integration and Management (SIAM)
  • SIAM implementation roadmap
  • SIAM and its relation to other management practices
  • SIAM roles and responsibilities
  • Processes to support SIAM
  • SIAM challenges and risks