ISO/IEC TS 20000-14:2023
(Main)Information technology — Service management — Part 14: Guidance on the application of Service Integration and Management to ISO/IEC 20000-1
Information technology — Service management — Part 14: Guidance on the application of Service Integration and Management to ISO/IEC 20000-1
This document provides guidance for organizations that are establishing or improving a service management system (SMS) by incorporating a service integrator. The incorporation of a service integrator is aimed at addressing an environment that includes services sourced from multiple service providers. This document specifically focuses on Service Integration and Management (SIAM) in the context of an SMS. The intended users of this document include: — organizations that need to manage multiple service providers within a new or existing SMS according to SIAM; and — consultants and advisors that support an organization during SMS implementation or improvement, where a SIAM approach is being adopted. NOTE 1 This document is applicable for organizations implementing SIAM in conjunction with SMS. It does not limit organizations or individuals from implementing any other management and governance model for managing multivendor environments along with SMS. This document is not applicable to organizations that have only one service provider. NOTE 2 In SIAM, the term "supplier" is not used. Internal and external suppliers are both referred to as “service providers”. See 4.2 for further comparison of terminology.
Technologies de l'information — Gestion des services — Partie 14: Recommandations pour l'application de l'intégration et de la gestion des services à l'ISO/IEC 20000-1
General Information
Standards Content (Sample)
TECHNICAL ISO/IEC TS
SPECIFICATION 20000-14
First edition
2023-11
Information technology — Service
management —
Part 14:
Guidance on the application of Service
Integration and Management to ISO/
IEC 20000-1
Technologies de l'information — Gestion des services —
Partie 14: Recommandations pour l'application de l'intégration et de
la gestion des services à l'ISO/IEC 20000-1
Reference number
© ISO/IEC 2023
© ISO/IEC 2023
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ii
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Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 ISO/IEC 20000-1 and Service Integration and Management . 3
4.1 Introduction to ISO/IEC 20000-1 . 3
4.2 Terminology comparison . 5
5 Introduction to the SIAM ecosystem .6
5.1 Brief overview of SIAM . 6
5.2 SIAM model . 7
5.2.1 General . 7
5.2.2 The customer organization . 8
5.2.3 Service integrator . 8
5.2.4 Service providers . 8
5.2.5 SIAM structural elements . 8
5.2.6 SIAM processes . 9
5.2.7 SIAM practices . . 9
5.3 SIAM roles and responsibilities . 10
6 Deploying SIAM with an SMS .10
6.1 Deploying SIAM. 10
6.1.1 Overview . 10
6.1.2 Implementing SIAM in an existing SMS . 11
6.1.3 Establishing an SMS within an existing SIAM environment . 11
6.1.4 Deploying SIAM concurrently with establishing an SMS . 11
6.2 The SIAM roadmap . 11
6.2.1 Introduction to the SIAM roadmap . . 11
6.2.2 Discovery and strategy .12
6.2.3 Plan and build . 15
6.2.4 Implement . . . 17
6.2.5 Run and improve . 18
Annex A (informative) Clauses of ISO/IEC 20000-1:2018 .20
Annex B (informative) Correlation of the ISO/IEC 20000 series with SIAM best practices .22
Bibliography .30
iii
© ISO/IEC 2023 – All rights reserved
Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide standardization. National bodies that are
members of ISO or IEC participate in the development of International Standards through technical
committees established by the respective organization to deal with particular fields of technical
activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international
organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the
work.
The procedures used to develop this document and those intended for its further maintenance
are described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria
needed for the different types of document should be noted. This document was drafted in
accordance with the editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives or
www.iec.ch/members_experts/refdocs).
ISO and IEC draw attention to the possibility that the implementation of this document may involve the
use of (a) patent(s). ISO and IEC take no position concerning the evidence, validity or applicability of
any claimed patent rights in respect thereof. As of the date of publication of this document, ISO and IEC
had not received notice of (a) patent(s) which may be required to implement this document. However,
implementers are cautioned that this may not represent the latest information, which may be obtained
from the patent database available at www.iso.org/patents and https://patents.iec.ch. ISO and IEC shall
not be held responsible for identifying any or all such patent rights.
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to
the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see
www.iso.org/iso/foreword.html. In the IEC, see www.iec.ch/understanding-standards.
This document was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology,
Subcommittee SC 40, IT service management and IT governance.
A list of all parts in the ISO/IEC 20000 series can be found on the ISO and IEC websites.
Any feedback or questions on this document should be directed to the user’s national standards
body. A complete listing of these bodies can be found at www.iso.org/members.html and
www.iec.ch/national-committees.
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© ISO/IEC 2023 – All rights reserved
Introduction
This document provides guidance for organizations wishing to include Service Integration and
1)
Management (SIAM™) in an existing service management system (SMS), or one in the process of being
established, based on ISO/IEC 20000-1:2018. An SMS supports the management of the service lifecycle,
including the planning, design, transition, delivery and improvement of services, which meet agreed
requirements and deliver value for customers, users and the organization(s) delivering the services.
The adoption of SIAM is driven by strategic factors, including:
— increased complexity of sourcing models using multiple service providers;
— a desire to remove reliance on any particular service provider;
— the requirement for effective controls for managing a multi-provider ecosystem;
— a desire for the ability and flexibility available from specialized service providers in this field.
SIAM is an evolution of service management methodologies that includes services integrated across
multiple service providers. It has developed as organizations have moved away from outsourced
contracts with a single service provider to an environment with multiple service providers. SIAM has
evolved out of the challenges associated with these more complex operating models. SIAM addresses
the issue of "accidental multi-sourcing", where an organization engages in an ad hoc way with multiple
service providers and services over time, with no consistent overall control.
SIAM incorporates the concept of a service integrator layer, which is a single, logical entity held
accountable for the end-to-end delivery of services. The service integrator layer is where end-to-
end service management, assurance, integration and coordination are performed. It focuses on
implementing an effective cross-service provider capability and executes the requirements directed by
the customer organization.
This document also provides a mapping between the requirements and guidance of ISO/IEC 20000-1
and the elements in the SIAM methodology.
1) SIAM™ is the trademark of a product supplied by EXIN. This information is given for the convenience of users
of this document and does not constitute an endorsement by ISO or IEC of the product named. Equivalent products
may be used if they can be shown to lead to the same results.
v
© ISO/IEC 2023 – All rights reserved
TECHNICAL SPECIFICATION ISO/IEC TS 20000-14:2023(E)
Information technology — Service management —
Part 14:
Guidance on the application of Service Integration and
Management to ISO/IEC 20000-1
1 Scope
This document provides guidance for organizations that are establishing or improving a service
management system (SMS) by incorporating a service integrator. The incorporation of a service
integrator is aimed at addressing an environment that includes services sourced from multiple service
providers.
This document specifically focuses on Service Integration and Management (SIAM) in the context of an
SMS.
The intended users of this document include:
— organizations that need to manage multiple service providers within a new or existing SMS
according to SIAM; and
— consultants and advisors that support an organization during SMS implementation or improvement,
where a SIAM approach is being adopted.
NOTE 1 This document is applicable for organizations implementing SIAM in conjunction with SMS. It does
not limit organizations or individuals from implementing any other management and governance model for
managing multivendor environments along with SMS.
This document is not applicable to organizations that have only one service provider.
NOTE 2 In SIAM, the term "supplier" is not used. Internal and external suppliers are both referred to as
“service providers”. See 4.2 for further comparison of terminology.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
ISO/IEC 20000-1, Information technology — Service management — Part 1: Service management system
requirements
ISO/IEC 20000-10, Information technology — Service management — Part 10: Overview and key concepts
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO/IEC 20000-1, ISO/IEC 20000-10
and the following apply.
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at https:// www .electropedia .org/
© ISO/IEC 2023 – All rights reserved
3.1
cross-functional team
group of people with different functional expertise working toward a common goal
Note 1 to entry: It may include people from finance, marketing, operations and human resources departments.
Typically, it includes employees from all levels of an organization or from different organizations.
[8]
[SOURCE: SIAM Professional Body of Knowledge, 2021]
3.2
function
organizational entity, typically characterized by a special area of knowledge or expertise
[8]
[SOURCE: SIAM Professional Body of Knowledge, 2021]
3.3
organizational change management
OCM
process used to manage changes to business processes, organizational structures and cultures within
an organization
[8]
[SOURCE: SIAM Professional Body of Knowledge, 2021]
3.4
retained capabilities
functions within the customer organization that are responsible for strategic, architectural, business
engagement and corporate governance activities
Note 1 to entry: The customer organization will include some retained capabilities that may include any
accountabilities and responsibilities that remain with the customer for legislative or regulatory reasons.
Note 2 to entry: Some services may be delivered by the customer’s staff. These staff are considered internal
service providers and not part of the customer retained capabilities.
[8]
[SOURCE: SIAM Professional Body of Knowledge, 2021]
3.5
Service Integration and Management
SIAM
management methodology that can be applied in an environment that includes services sourced from
multiple service providers
[8]
[SOURCE: SIAM Professional Body of Knowledge, 2021]
3.6
service integrator
single, logical entity held accountable for the end-to-end delivery of services and the business value that
the customer receives
Note 1 to entry: Service integrator accountability includes end-to-end service governance, management,
integration, assurance, coordination, visibility and transparency in performance.
[8]
[SOURCE: SIAM Professional Body of Knowledge, 2021]
3.7
service provider
internal or external organization that provides services
Note 1 to entry: Within a SIAM ecosystem, there are multiple service providers.
Note 2 to entry: External service providers can also be known as suppliers or vendors.
[8]
[SOURCE: SIAM Professional Body of Knowledge, 2021]
© ISO/IEC 2023 – All rights reserved
3.8
SIAM ecosystem
network or interconnected system
Note 1 to entry: The SIAM ecosystem includes three layers: customer organization (including retained
capabilities), service integrator and service providers.
[8]
[SOURCE: SIAM Professional Body of Knowledge, 2021]
3.9
SIAM governance
framework of rules, policies, processes, and in some cases legislation, by which businesses are operated,
regulated and controlled
Note 1 to entry: In a SIAM ecosystem, governance refers to the definition and application of policies and standards.
These define and ensure the required levels of authority, decision-making and accountability performed by SIAM
boards (see "structural element").
Note 2 to entry: ISO/IEC 38500 defines governance as “a system of directing, overseeing and accountability”.
[8]
[SOURCE: SIAM Professional Body of Knowledge, 2021, modified — Note 2 to entry added.]
3.10
SIAM model
customer organization-initiated structure consisting of practices, processes, functions, roles and
structural elements described within the SIAM methodology and based on the layers in the SIAM
ecosystem
[8]
[SOURCE: SIAM Professional Body of Knowledge, 2021]
3.11
SIAM practice
actual application or use of an idea, belief or method, as opposed to the theories relating to it
Note 1 to entry: There are four types of practice: people, process, measurement, technology. These practice areas
address governance, management, integration, assurance and co-ordination across the layers, and need to be
considered when designing, operating or managing the transition to a SIAM model.
[8]
[SOURCE: SIAM Professional Body of Knowledge, 2021]
3.12
structural element
teams that have members from different organizations and different SIAM layers
Note 1 to entry: These include boards, process forums and working groups.
[8]
[SOURCE: SIAM Professional Body of Knowledge, 2021]
4 ISO/IEC 20000-1 and Service Integration and Management
4.1 Introduction to ISO/IEC 20000-1
ISO/IEC 20000-1 specifies requirements for establishing, implementing, maintaining and continually
improving an SMS. An SMS supports the management of the service lifecycle, including the planning,
design, transition, delivery and improvement of services, which meet agreed requirements and deliver
value for customers, users and the organization delivering the services. The organization in the scope
of the SMS can be a whole or part of a larger organization and can also be known as the service provider.
ISO/IEC 20000-1 is intentionally independent of specific guidance. The organization can use a
combination of generally accepted methodologies (e.g. SIAM) and its own experience. Appropriate tools
for service management can be used to support the SMS.
© ISO/IEC 2023 – All rights reserved
All requirements specified in ISO/IEC 20000-1 are generic and are intended to be applicable to all
organizations, regardless of the organization’s type or size, or the nature of the services delivered. While
it can be used "regardless of the organization’s type or size, or the nature of the services delivered,"
ISO/IEC 20000-1 has its roots in information technology (IT). It is intended for service management
of services using technology and digital information. The examples given in this document illustrate a
variety of uses of SIAM in the context of an SMS.
Exclusion of any of the requirements in ISO/IEC 20000-1:2018, Clauses 4 to 10, is not acceptable when
the organization claims conformity to ISO/IEC 20000-1, irrespective of the nature of the organization.
The organization cannot demonstrate conformity to the requirements specified in ISO/IEC 20000-1 if
it does not provide or operate at least some of the services, service components or processes within the
scope of the SMS.
ISO/IEC 20000-10 includes the concepts for an SMS, the vocabulary used for the ISO/IEC 20000 series,
and a description of each part of the series and related standards. Guidance is available in other parts of
the ISO/IEC 20000 series including:
— ISO/IEC 20000-2: Guidance on the application of service management systems;
— ISO/IEC 20000-3: Guidance on scope definition and applicability of ISO/IEC 20000-1;
— ISO/IEC TS 20000-5: Implementation guidance for ISO/IEC 20000-1;
— ISO/IEC 20000-6: Requirements for bodies providing audit and certification of service management
systems;
— ISO/IEC TS 20000-11: Guidance on the relationship between ISO/IEC 20000-1 and service ®
management frameworks: ITIL .
Figure 1 illustrates an SMS showing the clause content of ISO/IEC 20000-1. Numbers in parentheses in
Figure 1 indicate ISO/IEC 20000-1 clause numbers. See Annex A for a list of the ISO/IEC 20000-1 clause
numbers and titles.
© ISO/IEC 2023 – All rights reserved
Figure 1 — Service management system
4.2 Terminology comparison
Table 1 compares terms that are found in either the ISO/IEC 20000 series or the SIAM Bodies of
Knowledge (BoKs) to show their different uses. This document uses these terms from a SIAM
perspective.
Table 1 — Comparison of key terminology between the ISO/IEC 20000 series and the SIAM BoKs
Term ISO/IEC 20000 series definition SIAM relationship (BoKs)
customer organization or part of an organization SIAM uses customer organization as the
that receives a service or services. end client to denote the organization
that commissions the SIAM ecosystem.
They also contribute to and receive the
integrated SIAM services.
external supplier another party that is external to the The term "supplier" is not used in the
organization that enters into a contract SIAM BoKs. Internal and external
to contribute to the planning, design, suppliers are both referred to as
transition, delivery or improvement of a “service providers”.
service, service component or process.
internal supplier part of a larger organization that is
outside the scope of the SMS that
enters into a documented agreement
to contribute to the planning, design,
transition, delivery or improvement of a
service, service component or process.
© ISO/IEC 2023 – All rights reserved
TTabablele 1 1 ((ccoonnttiinnueuedd))
Term ISO/IEC 20000 series definition SIAM relationship (BoKs)
governance group or body that has the ultimate Governance refers to the rules, policies,
responsibility and authority for an processes (and in some cases,
organization’s activities, governance legislation) by which businesses are
and policies and to which top operated, regulated and controlled.
management reports and by which top There may be many layers of governance
management is held accountable. within a business such as enterprise,
corporate and IT. In a SIAM ecosystem,
governance refers to the definition and
application of policies and standards.
These define and ensure the required
levels of authority, decision-making and
accountability.
interested party person or organization that can affect, The term "interested party" is not used
be affected by, or perceive itself to be in the SIAM Boks. "Stakeholder" is used
affected by a decision or activity instead to convey a person or group of
related to the SMS or the services. people that have a particular interest in,
or are impacted by, something.
service integrator entity that manages the integration of The service integrator is a single, logical
services and service components entity held accountable for the end-to-
delivered by multiple suppliers end delivery of services.
Note 1 to entry: The role of the service The definition does not focus on
integrator supports the promotion of suppliers or supply chain but rather the
end- to-end service management, par- multiple service provider
ticularly in complex supply chains, by environment (see above: internal and
ensuring all parties are aware of, external supplier).
enabled to perform and are held
accountable for, their role in the supply
chain.
service provider organization that manages and delivers Service provider refers to both internal
a service or services to customers. and external service providers
("suppliers" in ISO/IEC 20000).
top management person or group of people who directs The term "top management" is not used
and controls an organization at the in the SIAMS BoKs.
highest level.
Top management in an SMS within a
SIAM ecosystem would be subject to
the leadership and management review
requirements in ISO/IEC 20000-1.
5 Introduction to the SIAM ecosystem
5.1 Brief overview of SIAM
SIAM is a well-known, globally adopted management methodology that can be applied in an
environment that includes services sourced from multiple service providers. It describes the SIAM
practices, structures, elements and principles associated with the discipline. It can be used with other
methods, approaches and frameworks.
The SIAM Foundation and Professional Bodies of Knowledge (F-Bok, P-BoK respectively) are used as the
source material for SIAM guidance. The BoKs are non-prescriptive and intended to provide principles
to inform the workings of a multi-provider SIAM ecosystem.
© ISO/IEC 2023 – All rights reserved
5.2 SIAM model
5.2.1 General
SIAM does not include a specific operating model. Instead, it explains that each organization needs to
develop its own model according to its circumstances and based on the layers of the SIAM ecosystem.
Because of this, there is no ideal SIAM model, although some ways of working can be more suitable
to particular implementations than others. How ever the customer organization chooses to define its
SIAM model, it will include common characteristics.
The SIAM model that an organization adopts can be influenced by several factors including:
— the services that are in scope of SIAM;
— the required outcomes related to specific drivers of the organization;
— the use of proprietary models by externally-sourced service integrators.
Figure 2 shows a high-level SIAM model, including the relationships between SIAM layers, SIAM
practices, processes, functions and structural elements. Each element of the model is further explained
in subsequent clauses. The diagram is a representation of the many concepts involved in a SIAM model
against the backdrop of the SIAM layers.
The three layers (e.g. customer organization, service integrator, service provider) are shown with the
structural elements on the left (structural elements are described in 5.2.4). Within the three layers,
other elements exist. The service integrator layer includes its specific functions and management of
SIAM practices, as well as interfaces with processes. The service provider layer includes the processes
that are undertaken largely by the providers and that are managed and coordinated by the service
integrator. The service provider also interfaces with the SIAM practices.
SOURCE: Reference [7], reproduced with permission of the authors
Figure 2 — A high-level SIAM model
© ISO/IEC 2023 – All rights reserved
5.2.2 The customer organization
The customer organization is the end client that is incorporating SIAM as part of their operational
model. Customer organizations typically contain business units such as human resources, finance, sales
and their own internal IT functions. They can also have their own internal or external customers who
use their products and services.
Within the customer organization, there are typically “retained capabilities” which are business
resources performing activities such as strategy development, business engagement and corporate
governance.
In the SIAM ecosystem, the customer organization commissions the service integrator to manage
multiple service providers on their behalf and according to their requirements. The customer
organization selects and retains ownership of the relationship with each service provider. The
management of the service providers is carried out by the service integrator on behalf of the customer
organization. The service integrator has a relationship with the customer organization and the service
providers.
NOTE ISO/IEC 20000-3 provides numerous examples showing these different relationships.
5.2.3 Service integrator
The service integrator layer is a logical entity within the SIAM ecosystem which is positioned between
the customer organization and the service providers, ensuring business value for the customer
organization. The service integrator’s role is to ensure all service providers are contributing effectively
to the end-to-end services and providing seamless services to the organization's customers.
Activities within the service integrator layer include management, assurance, integration, coordination,
visibility and transparency in performance between the customer organization and the service
integrator and amongst the service providers. Whatever SIAM model is adopted, it should allow the
service integrator to maintain impartiality.
The service integrator layer can be provided by one or more internal or external organizations,
including the customer organization. If it is provided by more than one organization, it may still be
considered as a single logical entity.
5.2.4 Service providers
A SIAM ecosystem has multiple service providers. Each service provider is categorized according
to their importance to, and potential impact on, the customer organization. The identified service
providers have the responsibility to manage their part of the contract or agreement, including processes
and technology, to support end-to-end service delivery.
The service providers can be:
— internal to the customer organization and managed with internal agreements and targets;
— external to the customer organization and managed by contracts with the customer organization;
— or a combination of these two.
If the customer organization retains its own internal IT capability, IT becomes an internal service
provider, to be managed by the service integrator. Regardless of the sourcing of the service integration
function, its obligations, and those of any other internal or external service provider, should remain
separate to avoid real or apparent conflict of interest.
5.2.5 SIAM structural elements
Structural elements are organizational entities that have specific responsibilities and work across
multiple organizations and layers in the SIAM ecosystem. The objective of the structural elements is to
© ISO/IEC 2023 – All rights reserved
establish relationships between the various parties through collaboration and communication. Roles
that participate within the structural elements include representatives from the service integrator,
service provider and customer organization. These structural elements link the SIAM practices,
processes and roles together to achieve a specific goal. The structural elements are:
— boards — formal decision-making bodies that are accountable for the decisions that they take, e.g.
information security advisory board or integrated change advisory board;
— process forums — members work together on proactive development, innovations and
improvements, e.g. continual improvement process forum. These are typically aligned to specific
processes or practices;
— working groups — typically formed on a reactive, ad hoc or fixed term basis, e.g. major incident
management working group. They are convened to address specific issues or projects. Often the
process forums and working groups involve the same people but with a different focus, which may
be proactive or reactive.
5.2.6 SIAM processes
SIAM itself is not a process and does not mandate the use of specific service management processes. To
operate effectively, it relies on several processes which can be executed across different organizations
in the same or different SIAM layers. Some processes will span multiple layers. All processes required
by an SMS should consider the SIAM process models.
Many of the processes used within a SIAM ecosystem are familiar processes, like change management
and business relationship management. Within a SIAM model, however, these processes require
adaptation to support integration and coordination between the different parties. They also require
alignment with the SIAM practices.
In a SIAM model, the execution of most processes will involve multiple service providers. Each service
provider can carry out individual steps in a different way, but as part of an overall integrated process
model. Each party in a SIAM ecosystem should ensure their own processes allow integration with the
SIAM model.
The detail of the process models, and the allocation of activities to the different layers in the SIAM
structure, will vary for each implementation of SIAM.
5.2.7 SIAM practices
SIAM includes specific practices that support the activities of the chosen SIAM model. The examples in
this subclause give some illustrations of how to apply SIAM practices, principles and concepts to deliver
value.
There are four types of SIAM practices:
— people — e.g. managing cross-functional teams, the integration of the teams involved in the
structural elements;
— process — e.g. integration of processes across service providers to meet the performance
requirements of the customer organization, ensuring process flow across all SIAM layers;
— measurement — e.g. ensuring the correct data and information are available to the customer and
service providers, reporting on end-to-end service performance;
— technology — e.g. ensuring compatibility across all technology used by each entity to support the
SIAM ecosystem, creating a tooling strategy to support the performance requirements, measurement
and reporting requirements across all SIAM layers.
© ISO/IEC 2023 – All rights reserved
5.3 SIAM roles and responsibilities
Roles and responsibilities should be defined, established, monitored and improved within a SIAM
ecosystem. Roles and responsibilities cross each layer, organization, activity and structural element.
Roles that participate within the structural elements include representatives from the service
integrator, service providers and customer organization.
Roles require careful planning as they will be applied in a multi-provider environment and duplication,
or contradiction, of roles and responsibilities can reduce the effectiveness of the SIAM ecosystem.
Within the three layers of the SIAM model (see Figure 2), there are several major roles:
— within the customer organization layer — the customer organization is the end client that is
incorporating SIAM as part of their operational model, who may also have their own customers for
their products and services:
— retained capabilities — roles performed within the customer organization, for example
strategic planning, architectural design, business engagement and corporate governance;
— service owner — accountable for the end-to-end delivery of a service;
— SIAM governance lead — a senior role, primarily responsible for providing assurance
regarding the implementation and operation of the SIAM strategy and operating model;
— within the service integrator layer — accountable for the end-to-end delivery of services and
generation of business value for the customer organization:
— SIAM operational lead — responsible for managing the overall operation of the SIAM
ecosystem, providing direction and leadership, as well as acting as the ‘escalation’ point for any
management issues;
— process owner — accountable for the end-to-end process;
— process manager — responsible for the end-to-end, day-to-day operation of a process;
— service manager — responsible for an element of service delivery;
— within the service provider layer — responsible for delivery of one or more services or service
elements to fulfil the needs of the customer organization through collaboration with other service
providers:
— process owner — accountable for the process within a service provider and the interfaces to
the overall process model;
— process manager — responsible for the process within a service provider and the interfaces to
the overall process model.
NOTE For further information, refer to section 5, "SIAM roles and responsibilities” of the SIAM Foundation
[7]
Body of Knowledge, 2nd edition.
6 Deploying SIAM with an SMS
6.1 Deploying SIAM
6.1.1 Overview
The organization can be planning either to implement a SIAM model in an existing SMS, establishing
an SMS within an existing SIAM environment or deploying SIAM concurrently with establishing an
SMS. Each of these possible starting points brings its own opportunities and challenges. For example,
changing an existing environment brings constraints related to any existing service provider
© ISO/IEC 2023 – All rights reserved
arrangements, agreements and processes. By comparison, a new environment does not have those
constraints but cannot rely on existing mature processes.
An organization planning to implement a SIAM model needs to understand the customer's organizational
drivers as well as the risks, opportunities and benefits of deploying a SIAM ecosystem.
A SIAM implementation can be undertaken as part of a wider programme, a series of stand-alone or
integrated projects or on an incremental basis with different phases. An incremental approach should
consider the risks and benefits realization of each intermediate state.
Requirements and guidance for deploying an SMS can be found in ISO/IEC 20000-1, ISO/IEC 20000-2
and ISO/IEC TS 20000-5. Additionally, ISO/IEC 20000-3:2019 covers the inclusion of a service integrator,
particularly in subclause 6.7 and the scenarios in Annex A.
Clause A.2 of this document provides a cross-reference of SIAM concepts with documents from the
ISO/IEC 20000 series.
Every party in a SIAM environment (e.g. the customer organization, service integrator and service
providers) can develop its own SMS and scope for the services they offer. Each SMS can support one or
more customers. Each party with its own SMS can be assessed for conformity against the requirements
of ISO/IEC 20000-1.
6.1.2 Implementing SIAM in an existing SMS
An organization with a defined SMS will need to consider how the inclusion of a SIAM model will affect
the SMS and any associated conformity assessments, contracts or agreements.
The customer organization should review its overall strategy, service management policy and objectives
as required in ISO/IEC 20000-1. Where necessary, these should be revised to take the SIAM drivers into
account.
6.1.3 Establishing an SMS within an existing SIAM environment
Establishing an SMS within an existing SIAM environment requires the same approach as any other
environment. Care should be taken to ensure that the definition of the scope of the SMS includes
consideration of the SIAM operational model. This ensures that there is clear delineation between the
SIAM scope and that of any of the other service providers.
In a SIAM model, the contracts will be between the customer organization and the service providers,
but the service integrator will maintain the operational relationships with those service providers.
6.1.4 Deploying SIAM concurrently with establishing an SMS
When a SIAM model is deployed at the same time as establishing an SMS, the projects or programmes
may be co-ordinated or combined.
6.2 The SIAM roadmap
6.2.1 Introduction to the SIAM roadmap
The transition to a SIAM model is a significant undertaking and it should be managed as a project. The
SIAM roadmap describes the high-level stages:
1) discovery and strategy;
2) plan and build;
3) implement;
4) run and improve.
© ISO/IEC 2023 – All rights reserved
Organizations can think the SIAM roadmap is a linear progression, but it is not and it can be necessary
to repeat stages, or return to previous ones, based on stage outputs. The roadmap is not a predefined,
prescriptive approach but a recommended, iterative and optimal one.
In a SIAM context, services are often aggregated services. An end-to-end customer service can be
delivered by multiple internal and external service providers who provide parts of that service. This
has implications for the development and implementation of the roadmap. The SIAM model should
ensure measurement, management and accountability for the delivery of these aggregated services.
These factors should be considered both from the perspective of each individual service provider and
the aggregated end-to-end service.
Each organization will undertake the transition to a SIAM model in a manner that meets its needs
and risk appetite. Moving to a SIAM model is a significant change for an organization and the effects
and requirements in time, budget and effort should not be underestimated. Organizational change
management (OCM) should be used to manage the impact of the transition to the SIAM environment.
Each stage of the roadmap is described in subsequent clauses by its inputs and outputs and its
relationship to the requirements of ISO/IEC 20000-1. In addition to the inputs and outputs, the SIAM
BoKs provide details on objectives, triggers and activities for each stage. For each SIAM input and
output, Tables 2 – 5 provide the related clauses in ISO/IEC 20000-1 which indicate where there needs
to be collaboration in the establishment of the SMS and the SIAM model. Annex B provides further
mapping.
The clause headings for all the clauses listed in Tables 2 – 5 can be found in Annex A. Table B.1 lists the
relationships of SIAM inputs and outputs to the requirements or guidance in the ISO/IEC 20000 series.
Table B.2 cross-references SIAM artefacts with ISO/IEC 20000-1 mandatory documented information
with comments on how to modify the SMS to fit with the SIAM environment.
[7]
NOTE For further information, refer to section 2 of the SIAM Foundation Body of Knowledge, 2nd edition
[8]
and sections 2 – 5 of the SIAM Professional Body of Knowledge, 2nd edition.
6.2.2 Discovery and strategy
Most commissioning organizations already work with one or more service providers and have different
objectives, priorities and resources. Some organizations may already have a sourcing strategy which
aligns their purchasing strategy to business goals. Some may have mature supplier management
capabilities, whereas others will need to create these as part of their SIAM roadmap. These factors,
among others, will influence the d
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