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SIAM: Practical Guidance On What It's All About

Posted By Barclay Rae, 21 February 2017

There’s a lot of discussion and industry activity around SIAM (Service Integration and Management) right now. Whilst we might wonder if this is another passing phase, the concept has been around for a while and there is growing consensus and interest in using it.

At ITSMF UK, we have a very active SIG (Special Interest Group) which has been discussing best practice and building up a large body of content and knowledge around the subject.

SIAM workshopStart at ground zero and work your way up the SIAM ladder
in this workshop on March 8.

We have just published a paper (sponsored by Axios Systems) on SIAM – Managing Complexity from a single source of truth.

This looks at the requirements for practitioners and organisations when tackling SIAM. The paper covers:

  1. What is SIAM and why do it?
  2. What are the challenges with SIAM?
  3. Key tips and takeaways

There is a new training programme coming from BCS, EXIN and Scopism. This has used the knowledge and experience of a number of practitioner to put together a body of knowledge and generic training programme.

We recently interviewed EXIN about this – see detail here for more information. The group included members of our SIG and we hope to be able to support development of this programme in the future.

And finally

We also are developing a load of new practical workshops, including SIAM — our first of these will be run by Steve Morgan. Steve was the chair of our SIG, co-authored our report and was part of the training project. In other words: he really knows this stuff.

So if you want to find out more about SIAM, and how to make it work — please join our workshop on March 8.

Download the whitepaper

Tags:  SIAM 

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The SIAM training and certification programme from EXIN, BCS and SCOPISM – what does this mean for the wider industry?

Posted By Barclay Rae, 16 February 2017
Updated: 16 February 2017

As interest in SIAM continues to grow, it was no surprise that a training and certification programme would be developed sooner or later. This has recently happened, and a new programme was launched at ITSM16 by a collaboration between BCS, EXIN and SCOPISM.

The content and Intellectual Property behind this has been created by bringing together a number (18) of industry experts with experience of SIAM — the output is an initial training and certification module at Foundation Level, with the expectation of a further more in-depth ‘professional‘ level to come, planned for later in 2017.

From the initial announcements and associated media, this looks to be a useful development, particularly since this has been developed based on experienced expert collaboration — this is needed since there has been no structured or agreed ‘standard’ model for SIAM to date.

"there has been no structured or agreed ‘standard’ model for SIAM to date"

The programme will launch in the spring of 2017 and will no doubt be of interest to a variety of stakeholders in the IT/ITSM industry. The work is certainly a positive achievement, to have brought together a diverse group of experts and built a working consensus model.

Some concerns were however raised in the ITSM social wires when it was discovered that EXIN had trademarked the SIAM name in January 2016. From discussions with EXIN (see below) it is clear that there is no intention of using the trademark in any restrictive and prohibitive manner. The trademarking was done purely to protect the brand based around the certification programme that has been developed, not to control any other use of the SIAM name.

"it is clear that there is no intention of using the trademark in any restrictive and prohibitive manner"

The EXIN/BCS/SCOPISM project welcomes a broad industry adoption of SIAM and SIAM concepts, which are seen to help to drive interest in the training — and to date the approach taken certainly looks positive and exemplary. 

We will see how the programme develops and also how the wider industry accepts the use of SIAM and SIAM practices — these are still in their relative infancy and this programme is a useful stake in the ground to establish some common approaches and best practice.

In order to find out more about the programme and to understand the approach, I interviewed Suzanne Galletly, Head of Portfolio & Program Management from EXIN.

Suzanne — thanks for talking to us at ITSMF UK on this subject — so, please tell us initially about the new scheme?

It is a global certification scheme specifically related to SIAM, to align with the growing importance of SIAM as a new discipline within IT Service Management.

When will this be available?

The SIAM Foundation level exam will be available at the beginning of March 2017. Organizations can already apply for accreditation as the exam requirements and other materials are already available.

How did this get defined and built?

EXIN and BCS recognized the need for training and certification in this area, based upon market feedback from accredited partners and professionals. At the same time, Scopism had identified the same need and created an Architect team to create a body of knowledge for SIAM. We were all very keen to combine our strengths in partnership, to create one accepted standard in the market as opposed to fragmentation.

What is the value to the industry — practitioners, organisations, MSPs?

For practitioners, it provides them with the opportunity to differentiate themselves in the marketplace. There are many certified ITSM professionals these days, but few of them have specific skills in the area of service integration.

For organizations it helps to reduce costs but perhaps more importantly, it makes the services better and as such improves customer satisfaction and loyalty. It allows them to present one business-facing IT organization, consisting of integrated services — even if these are provided by a complex network of multiple suppliers behind the scenes.

Why have you trademarked the SIAM brand?

We have trademarked the SIAM brand to protect and to ensure that SIAM can be offered in an open, community-based model.

What does this mean for the wider industry using SIAM concepts and products?

Our focus is on ensuring we can create a standard in the market for training and certification. We will provide a free-of-charge license for any organizations wishing to make use of the trademark, such as training organizations, publishers and trade associations.

To clarify - this is to protect your programme not to restrict use or capitalise on use of the SIAM name?

Actually it is exactly the opposite! We want to protect the brand but not commercially exploit it. By protecting the brand, we want to prevent the very possibility of it being exploited, from a purely commercial perspective that doesn’t benefit the community.

OK, so how do people get involved?

Professionals can become involved in a number of ways — for example contributing to the development of the body of knowledge as part of the Architect team, helping to develop exam questions, auditing SIAM courseware. They should contact EXIN, BCS or Scopism. Training organizations, exam centres and courseware providers can become accredited for the scheme.

What’s next on the road map?

The body of knowledge needs to be extended to support the Professional level and after that the exams will be developed and launched for that level. This is expected later this year. Also we will plan localizations (translations) where there is a market need in a specific region which relies on local language exams. Watch this space!

Suzanne — thanks very much for the clarifications here.

My pleasure.

Further reading

 

Tags:  BCS  EXIN  Scopism  SIAM  Training 

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SIAM and How to Deal with the People Side of Organisational Change

Posted By Administrator, 08 June 2016
Updated: 07 June 2016

 

Posted on behalf of the SIAM SIG – People and Change Working Group

Here in the SIAM SIG we've been working on a new project. We wanted to know what the key issues are that SIAM practitioners face today. 

We canvassed our members and had fantastic feedback. Overwhelmingly the response was that the big three issues for ITSM organsiations are: 

·      business change

·      managing the people side of change impact

·      achieving culture shift 

To research how much impact these issues have and how organisations can deal with them, we created the People and Change SIAM SIG working group.  

The group consists of SIAM practitioners, SIAM vendors, consultants and clients from across the ITSM sector.

In February this year, after pulling together their own experiences and knowledge of managing change and the resulting impacts, the group presented back to the SIAM SIG. 

Below is a write up of that presentation.

 

Managing Organisational Change

ITIL suggests that we put our people first. And rightly so.  All SIAM implementations involve a level of transformational change. Without the support of its people, a SIAM programme may not achieve its goals. 

There are many methods to deal with the impact on people as a whole. But these methods can lack understanding of the impact on individuals, and of the organisation’s underlying corporate culture.

A key message in managing organisational change involves understanding the individual impact of transformation change such as that required in SIAM.

The message is well presented in Spencer Johnsons book “Who moved my Cheese”. There is also a video on YouTube you can watch which sums up the message from the book 

 If you're short on time then start from about the 7 minute point.

After understanding this key impact upon individuals, implementing Organisation Change Management by adopting methods such as Kotter’s 8 steps can be more effectively undertaken. 

Once we have established a team for change or a team to be part of a new SIAM model, we should concentrate on building a new effective team. As part of this process we can leverage techniques such as “service animals” or “what Colour am I”. In essence it’s about understanding. Know your people, know your goals and be successful.  More details of these techniques are available for those who attended the SIAM SIG event on 29th Feb on the DropBox link which was distributed after the event.

 

ITSM People and Change

In the afternoon of the SIAM seminar, the working group facilitated a Work Café session on people and change. It was a great afternoon, and everyone was willing to get involved and add their own experiences and suggestions. The aim of the session was to look at the impact on people across the 4 understood operating models of SIAM:

·      retained SIAM

·      outsourced to Independent provider SIAM

·      hybrid SIAM (retained + independent)

·      tower led SIAM

For each model we looked at the biggest challenges, but also potential solutions and ideas to mitigate against these challenges. We also looked at other considerations that didn’t fall in to any of the 4 models. Moving from one model to the next, everyone had the opportunity to contribute to the observations and ideas. At the end of the session, we all had 3 votes to nominate what we felt were the greatest challenges, and a vote to nominate the best idea.

Of all the issues discussed the top 3 were:

  • Lack of understanding of roles and responsibilities. (Particularly highlighted for Hybrid and Independent models but noted as an issue affecting all SIAM implementations)
  • Retention of staff during times of uncertainty
  • Inappropriate contract negotiation and exit criteria

 There were some great ideas & suggestions, but unsurprisingly, the idea with the most votes was:

  • Clarify roles against industry standard definitions and develop a RASCI matrix. (Responsible, Accountable, Supporting, Consulted, Informed)

After a great event, the People and Change working group are looking to develop guidance around the issues and ideas identified on the day including how to achieve culture shift.

 

Stay tuned for more from the working party and the SIAM SIG soon.

Attending the SIAM SIG and benefiting from the great work they do is a member benefit. Click here to find out what other benefits you could receive as an ITSMF UK member. Alternatively, if you'd like to give membership a try contact the office on 0118 918 6509 and talk to us about our free six week trial.  

 

Tags:  business change  Organisational change  SIAM 

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