Steve Morgan describes a new ITSMF UK initiative which is setting out to put some meat on the bones of service integration.
Recently I chaired the inaugural ITSMF UK SIAM SIG meeting – not some strange codebreakers’ seminar as the long acronym might suggest, but our first special interest group event focusing on service integration & management.
I’ve chaired the Service Level Management SIG in the past for ITSMF, and as SIAM is now my passion, I decided to get a new group off the ground to focus on this complex issue.
Its aim is:
- To agree on a definition of Service Integration and Management (SIAM), recognising the various forms in which SIAM appears today.
- To agree a common language and definitions of common terms for SIAM
- To outline the variations of the various SIAM models, and comment on the suitability, benefits and disadvantages of each
- To describe the implementation approaches relating to SIAM
- To agree upon a set of common challenges in a SIAM environment, and publish content pertaining to these
- To run a series of events for ITSMF UK members to share knowledge and obtain feedback
Ultimately to collate the content produced into an industry recognised SIAM framework, publishing it as an ITSMF UK publication.
The SIG consists of representatives from the service provider community as well as those who represent the ‘customer’ world.
We had a great day at the inaugural event, which was hosted by HP at their offices in London. The day started with an overview of the HP view of SIAM, and we soon progressed into some lively debate about what SIAM really is, using a paper published by the ITSMF that I wrote as a discussion document to get the conversation started (the paper can be found in the member reference library on the website).
We also spent some valuable time discussing potential working groups within the SIG. The aim of the working groups is to produce some content in a series of Agile-like ‘sprints’. Our working groups are:
- Processes (including what’s in and what’s out of SIAM, what’s the demarcation between service providers and customers/retained?)
- Business case
- Tooling (including data model)
- People (including cultural change, behavioral issues)
We’re aiming to have regular teleconferences, supported by bi-monthly face-to-face meetings. I’m really excited that as a collective group, encompassing both customers and service providers, we can really start to define some principles around SIAM, its issues and challenges, and the benefits that it can bring.
If you would like to get involved, then please head over to the Contact Us area of the website and get in touch.
I’ll keep you updated as to how we progress.
Steve Morgan is Director of Syniad IT Solutions. He has over 25 years of experience of working in IT, both in operational and consulting roles. He led the KPMG Service Management team in the UK before leaving to form Syniad IT Solutions Ltd in February 2012.