Service Integration and Management Foundation

The governance of outsourcing is a high-priority agenda item for organizations. Service Integration and Management (SIAM) involves integrating the sub-services of all kinds of internally outsourced services (including shared services) and externally outsourced services (including cloud services) into an IT chain that increases the efficiency of business processes and helps realize business goals. In addition to utilizing technology, a SIAM organization needs to be staffed by people who are able to manage operational processes and build a bridge between the business (demand) and underlying service providers (supply).

Why this Service Integration and Management Foundation training?

A properly implemented SIAM organization provides an IT department with a single system of record and transparent, end-to-end IT delivery processes. This forms the basis for the three goals of SIAM:

  • Enable the organization to control and manage the contribution and performance of each individual supplier.
  • Integrate IT delivery so that it meets demand from the IT-end-user organization.
  • Enable the organization to break down ever-changing customer demand in its entirety into a cohesive whole of individual services/products to be provided by multiple suppliers.

Through the realization of these goals, a properly implemented SIAM organization continuously improves the value and efficiency of IT value streams and is flexible enough to constantly respond to changing demand from the IT organization’s customers.

What you will learn

The Service Integration and Management Foundation training course starts by examining the foundations of operational IT delivery processes and the related process data that determines the end-to-end performance of these processes. SIAM builds an IT ecosystem on the foundations of the operational IT processes. After passing the SIAM Foundation exam, you will understand:

  • Service integration, SIAM technology and related key terms, the benefits of and processes needed to build a SIAM organization and IT ecosystem, and the relationship of SIAM to other process standards like ITIL and COBIT
  • SIAM from the perspective of sourcing, sourcing governance, general governance structures and SIAM governance
  • Measured values, performance analyses and key performance indicators (KPIs)
  • Performance-based management, IT value streams, workflow and flow efficiency, SIAM software and data selection, the relationship of SIAM to Lean IT, Agile, DevOps (CI/CD) and the automation of IT delivery and orchestration (IT4IT)
  • SIAM-implementation structures, SIAM roles and responsibilities
  • Business case for SIAM
  • Challenges, risks and organizational change (change management) involved in implementing SIAM

Course approach

This Service Integration and Management training course helps participants along the road to implementing SIAM at their organization. The SIAM Foundation course and certificate are also aimed at IT suppliers who wish to standardize their service integration and management model for multiple clients. The aim of the SIAM methodology is to translate work processes into technology in order to have an automated and constantly updated picture of workflow data and be able to focus on end-to-end performance. This course is therefore also perfect for professionals who want to work with the SIAM methodology in combination with Lean IT, Agile, DevOps and/or IT4IT; and those who realize that a SIAM mindset and SIAM-related technology can help improve flow efficiency.


No specialist prior knowledge is required for this course. It is, however, recommended that participants be familiar with IT service management and IT control applications as used in, for example, ITIL and COBIT.

Who should attend?

This Service Integration and Management Foundation course is aimed at professionals who work in an environment in which IT services are provided by various (internal and external) suppliers, or who are considering outsourcing service provision in this way. SIAM is an effective way of integrating the delivery of different IT services, and managing and controlling them so that IT delivery in its entirety is in line with the demand from the business.

Service Integration and Management certification

After completing this SIAM Foundation training course, you can take the EXIN BCS SIAM Foundation exam. This closed-book exam consists of 40 multiple-choice questions and must be completed within 60 minutes. The minimum required passing grade is 65% (26 out of 40 questions).

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