EXIN Foundation Certificate in SIAM

Overview

This three-day foundation course introduces the terminology, core principles, and practices of Service Integration and Management (SIAM®). Delegates gain a clear understanding of how SIAM® enables organisations to integrate multiple service providers into a single, business-facing IT organisation. The course is designed by QA’s service management experts and prepares participants for the BCS EXIN Foundation Certificate in SIAM®.

Prerequisites

There are no mandatory prerequisites. However, it is strongly recommended that candidates have a good understanding of IT Service Management terminology, for example through a recognised IT Service Management framework.

Target audience

This course is aimed at professionals involved in service management who want to understand how to implement and work within a SIAM® ecosystem, including IT service managers, process managers, service provider staff, and client-side service managers.

Objectives

By the end of this course, delegates will be able to:

• Explain the fundamentals, purpose, and value of a SIAM® approach
• Describe business drivers for SIAM® and the methodology’s structures
• Outline the SIAM® implementation roadmap and its stages
• Identify roles and responsibilities within SIAM®
• Describe practices for managing cross-functional teams and integrating processes across providers
• Understand key supporting processes, challenges, and risks in a SIAM® ecosystem
• Recognise how other frameworks and standards (ITIL®, ISO/IEC 20000, Agile, DevOps, COBIT, Lean) contribute to SIAM®

Outline

Introduction to Service Integration and Management (SIAM®)

• SIAM® fundamentals, purpose and value
• Business drivers for SIAM®
• SIAM® methodology and structures for the service integrator layer

Service Integration and Management Implementation Roadmap

• Key stages of SIAM® implementation
• Objectives, triggers, inputs, activities and outputs for:
  • Discovery and strategy stage
  • Plan and build stage
  • Implement stage
  • Run and improve stage

Service Integration and Management roles and responsibilities

• SIAM® roles and responsibilities
• Structural elements of SIAM®

Service Integration and Management practices

• People practices for managing cross-functional teams
• Process practices for integrating processes across service providers
• Measurement practices for enabling and reporting on end-to-end services
• Technology practices for creating a tooling strategy

Processes to support Service Integration and Management

• The function of processes in a SIAM® ecosystem
• Objectives and SIAM® considerations of the main supporting processes

Service Integration and Management challenges and risks

• Building the business case, risks and mitigations
• Culture, collaboration and cooperation: associated risks and mitigations
• Level of control and ownership challenges and mitigations
• Security considerations, risks and mitigations
• Measuring success and its mitigations
• Building trust, eliminating micro-management, risks and mitigations
• Commercial challenges, legacy contracts and mitigations

Service Integration and Management and other practices

• Contributions of ITIL®, ISO/IEC 20000, Agile Service Management, DevOps, COBIT and Lean to a SIAM® ecosystem

Exams and assessments

• 40 multiple-choice questions
• 60 minutes duration
• Closed book
• Pass mark: 65% (26 out of 40)
• BCS exams are remotely proctored. Learners can schedule their exam after 5pm on the final day of the course and sit it under remote conditions with proctoring

Hands-on learning

Delegates will engage in:

• Practical discussions on implementing SIAM® in their organisations
• Group exercises mapping out SIAM® implementation stages and roles
• Case studies examining challenges, risks, and mitigations within SIAM® ecosystems
• Peer collaboration to explore how other frameworks support SIAM® practices