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Standards Development
This TS aims to provide guidance to organizations that manage services in an environment that includes services sourced from multiple service providers through the incorporation of a service integration function and development of service integration and management ecosystem. Service integration and management can be applied to different sizes and types of organizations, and to different industry sectors.
The purpose of this technical specification (TS) is to present service integration and management (known as “SIAM”*) and then provide guidance on how this model can be applied to the service management system (SMS) as defined by ISO/IEC 20000-1.
Service integration and management is a well-known, globally adopted management methodology that can be applied in an environment that includes services sourced from multiple service providers. This is especially relevant as more and more organizations are changing the ways of using outsourced services. The ‘single contract’ outsource is becoming rarer as organizations now operate in an environment where multiple service providers are required to deliver the desired service or services. This is the change that the ‘digital first’ world has created, and service management systems should include the management of multiple interrelated providers.
Service integration and management introduces the concept of a service integrator, which is a single, logical entity held accountable for the end-to-end delivery of services and the business value that the customer receives. The service integrator layer is where end-to-end service governance, management, integration, assurance, and coordination is performed. It focuses on implementing an effective crossservice provider organization, making sure that all service providers are contributing to the end-to-end service. It provides operational governance over the service providers and has direct relationships with the customer organization and the service providers.
Service integration and management provides guidance for the application of multi-provider management essentials to organizations that must today deliver quality services to their customers, in a service management system that now involves multiple providers.
*Note: SIAM™ is a trademarked term but the content is open source. The permission to use the name, SIAM, has been granted.
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