Candidates will 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.
Specific Learning Objectives of the SIAM Foundation Certificate address the following areas:
1 - Introduction to Service Integration and Management (SIAM )
2 - SIAM implementation roadmap
3 - SIAM and its relation to other management practices
4 - SIAM roles and responsibilities
5 - SIAM practices
6 - Processes to support SIAM
7 - SIAM challenges and risks
There are no specific pre-requisites for entry to this course and exam. However it is strongly recommended that candidates have good knowledge of IT Service Management terminology, for instance through a recognized IT Service Management framework.
This certificated course consists of the following areas of learning.
Module - Introduction to Service Integration and Management [SIAM]
Delegates will be able to :
1 - Outline the SIAM fundamentals
2 - Outline the purpose and value of a SIAM approach
3 - Describe (business) drivers for SIAM
4 - Describe the SIAM methodology and the various structures suggested for the service integrator layer
Module - Service Integration and Management Implementation Roadmap
Delegates will be able to:
1 - List the SIAM implementation key stages and explain the main objectives and activities of these stages.
2 - Outline the main objectives, triggers, inputs, activities and outputs in the discovery and strategy stage
3 - Outline the main objectives, triggers, inputs, activities and outputs in the plan and build stage
4 - Outline the main objectives, triggers, inputs, activities and outputs in the implement stage
5 - Outline the main objectives, triggers, inputs, activities and outputs in the run and improve stage
Module - Service Integration and Management roles and responsibilities
1 - Explain SIAM roles and responsibilities.
2 - Explain the SIAM structural elements.
Module - Service Integration and Management practices
1 - Describe the people practices of managing cross functional teams
2 - Describe the process practices of integrating processes across service providers
3 - Describe the measurement practices of enabling and reporting on End to End Services
4 - Describe the technology practices of creating a tooling strategy
Module - Processes to support Service Integration and Management
1 - Outline the function of processes in a SIAM ecosystem
2 - Understand the objectives and SIAM considerations of the main processes that support Service Integration and Management
Module - Service Integration and Management challenges and risks
1 - Describe the importance of building the business case, the associated risks and mitigations
2 - Describe the importance of culture, collaboration and cooperation, the associated risks and mitigations
3 - Describe the importance of level of control and ownership, the associated challenges and mitigations
4 - Outline the importance of security, the associated risks and mitigations
5 - Describe the challenges associated with measuring success and its mitigations
6 - Describe the importance of trust/eliminating micro-management and level of control, the associated risks and mitigations
7 - Define the commercial challenges, the challenges with legacy contracts and their mitigations
Module - Service Integration and Management and other practices
1 - Describe the contribution of the following frameworks and standards to a SIAM ecosystem: IT service management including ITIL and ISO/IEC 20000, Agile, including Agile Service Management, DevOps, COBIT and Lean
There is a 60 minute, 40 question, multiple choice, closed book exam associated with this qualification to be taken on the afternoon of day 3 of the course. The pass mark for this exam is 65% (26 out of 40).
SIAM is a registered trademark of EXIN (reg. nr. 723940)
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