SIAM

Service Integration and Management

Understanding Need for SIAM

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 Agenda

• What is SIAM
• SIAM models/structures
• Incident Management
• Problem Management
• Continual Service Improvement
• Service Asset & Configuration Management
• Service Request Management
• Change & Release Management
• Service Level Management

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 SIAM – What is it?

Service Integration and

Management is a cross-functional
governing body that has an
overarching responsibility to
govern and ensure co-ordination
of people, processes, tools &
technology, data, effective and
efficient operations across
multiple suppliers, work in unison
to meet the IT service levels
agreed with the Business.

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 SIAM Models
Externally sourced Service integrator Internally sourced Service integrator Lead Supplier as Service integrator

Hybrid Service integrator

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 Incident Management

What is an IT incident?

An IT incident is any disruption to an organization's IT services that affects anything from a single
user or the entire business.

What is IT incident management?

Incident management is the process of managing IT service disruptions and restoring services
within agreed SLAs

Benefits of ITIL incident management

• Record all reported IT incidents in a central repository

• Automatically categorize and classify IT incidents based on parameters like priority, urgency,
impact, and department
• Associate the appropriate SLAs with IT incident tickets
• Assign tickets to technicians or support groups for investigation
• Identify resolutions and workarounds to incidents
• Document resolutions in a knowledge base for future reference
• Create live dashboards and reports and analysis for effective handling of incidents

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 Problem Management
What is ITIL Problem Management?

Problem Management success is achieved by quickly detecting and providing solutions

or workarounds to Problems in order to minimize impact on the organization and
prevent recurrence.

• Problem: The cause of one or more Incidents

• Error: A design flaw or malfunction that causes a failure
• Root Cause: The original cause of an incident or problem

Proactive vs. Reactive Problem Management

• Reactive Problem Management is the Problem solving reaction that occurs when
one or more Incidents arise
• Proactive Problem Management deals with identifying and solving Problems before
any Incidents have occurred

Value of Problem Management to the Business

• Increased service availability

• Improved service quality
• Decreased Problem resolution time
• Reduction of the number of Incidents
• Reduced costs
• Improved customer satisfaction
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 Continual Service Improvement

What is Continual Service Improvement?

Continual Service Improvement (CSI) is an approach to identifying opportunities for

improvement and to measure the impact of improvement efforts.

CSI process workflow:

• Define the objectives

• Determine what to measure
• Collect the data
• Process the data
• Analyze the data
• Present and use the information
• Implement improvement

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 Service Asset & Configuration Management

Service Assets and Configuration Management (SACM) deals with maintaining up-to-
date and verified database of all assets and CIs which are also made available to other
service management processes.

Configuration Manager is the process owner of this process.

Assets
Asset is something that has financial value. Anything such as servers, buildings,
switches, routers etc. comes under assets.

Configuration Items (CIs)

Configuration item is subset of service assets and have direct impact on delivering
services. All servers, networks, applications that have impact on production are
known as configuration item.

Configuration Record:
A Set of attributes and relationships about a CI. Configuration records are stored in a
configuration management database (CMDB) and managed with a configuration
management system (CMS). It is important to note that CIs are not stored in a CMDB;
configuration records describe CIs that are stored in the CMDB.

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 Service Request Management

Service request management process

The purpose of Service Request Management is to accept and register

Service Requests and directly handling them according to the urgency.

Incident management vs service request management

Service request - A formal user request for something new to be provided

Incident - An unplanned event that disrupts or reduces the quality of a

service and requires an emergency response

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 Change & Release Management

Change management – “It is the quality control process that sets the stage Change Management Release Management
ready by assessing, planning and getting the right approvals for deployment
of one or multiple changes and this ensures minimal disruption to live Ensures the services are Builds, tests, and
environment”. protected while assessing deploys the changes
the release plan
Release management – “It takes care of the actual “doing” of deploying
approved changes. Release management involves building, testing and
batching of one or more changes while maintaining the integrity of ongoing Consists of activities that Consists of deploy
services” happen before and after activities
deployment

Consists of an Consists of an
authorization process implementation process

Not every change causes A release can involve

a release from one to several
changes

Lives on the Strategic Lives on the Operational

level level

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 Service Level Management

Service Level Management (SLM) SLM supports planning of the product and
service portfolio and service offerings with
Plan
information about the actual service
The purpose of the SLM is to set clear targets for service performance, so that the delivery performance and trends.
of a service can be properly assessed, monitored, and managed against these targets.
SLM ensures ongoing engagement with
SLM involves the definition, documentation, and active management of service levels. Engage customers and users through feedback
processing and continual service review.
Service Level Agreement (SLA) The design and development of new and
Operational Level Agreement (OLA) Design and changed services receives input from SLM,
Transition both through interaction with customers and as
Benefits to implementing SLM processes include: part of the feedback loop in transition.

SLM provides objectives for components and

• Enabling a better understanding between business units and IT Obtain/Buil service performance, as well as for
• Setting more accurate service quality expectations and effectively measuring, d measurement and reporting capabilities of the
products and services.
monitoring and reporting service quality
• Clear roles and responsibilities SLM communicates service performance
Deliver and objectives to the operations and support teams
• Creating more accurate infrastructure sizing based on clearly defining service levels Support and collects their feedback as an input for
• Providing discipline in supporting internal or external sourcing of IT services service improvement.

Service feedback from users, as well as

Improve requirements from customers, can be a driving
force for service improvement.

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