6.5

Service Integration and Quality

Service Integration and Quality is responsible for constantly managing and monitoring the performance of services. Service Integration and Management (SIAM) or, in short, Service Integration, is a framework designed to provide unified and integrated services and a harmonized user experience in a multi-sourced service environment. Service Integration is a process-driven function and is largely based on the globally adopted ITIL framework.

SIAM processes are managed by Service Integration Managers. While Service Owners take care of the development, and have the overall responsibility of the services, Service Integration Managers are responsible for controlling service operations. Both Service Owners and Service Integration Managers cooperate with Service Delivery Managers, who are responsible for service delivery. As many services are often sourced, Service Delivery Managers can typically represent Service Providers.

Most SIAM processes are typically taken care of by the SMO. These processes deal with the operative management of services and are split into six process areas:

  • SIAM Compliance
  • Catalog & SLA Management
  • Core Process Management
  • Security Assurance
  • Continuity Management
  • Change Management

SM_SMO_SIAM_ServiceDesk

Figure 6.5 .1 The Service Management Office (SMO) manages SIAM processes with the Service Desk.

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