ISO/IEC WD TS 20000-14 Information Technology – Service Management – Part 14: Guidance on the application of Service Integration and Management to ISO/IEC 20000‐1
Service integration and management (SIAM™) 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 operate with complex service provisioning models where multiple service providers are required to deliver service.
SIAM 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 cross‐service 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 a direct relationship with the customer organization and the service providers.
SIAM extends the traditional service management model to the support and management of a multi‐provider, cross‐functional environment.
This document provides guidance for organizations wishing to establish an SMS to meet the requirements of ISO/IEC 20000‐1 or to improve a current SMS where service integration is relevant through the incorporation of the SIAM framework. It also provides a mapping between ISO/IEC 20000‐1 requirements and elements in the SIAM framework that can be used to implement them.
This document is expected to publish in 2024.