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Flashcards in SIAM Purpose, Values and Drivers Deck (15):
1

The role of the Service Integrator includes:

- Provides the ??? with a single ??? of ???
- Provides ??? and ??? of service providers
- Drives ??? and ??? across service providers
- Reinforces ??? and ??? for service providers
- Applies techniques to manage interactions between ??? and ??? ???

The role of the Service Integrator includes:

- Provides the customer with a single point of accountability
- Provides governance and coordination of service providers
- Drives collaboration and improvement across service providers
- Reinforces roles and responsibilities for service providers
- Applies techniques to manage interactions between services and service providers

2

For the customer, the benefits of SIAM include:

- Access to specialist ??? delivered by service providers.
- Confidence that it will receive ??? that meet its ???.
- ??? ??? between service providers.
- Improvements through shared ??? ???.
- The ability to source and manage services in a way that supports organisational ???.

For the customer, the benefits of SIAM include:

- Access to specialist capabilities delivered by service providers.
- Confidence that it will receive services that meet its requirements.
- Competitive tension between service providers.
- Improvements through shared working practices.
- The ability to source and manage services in a way that supports organisational agility.

3

To build a business case for SIAM, an organisation needs to think about the benefits it expects to receive. There are some generic benefit groups:

- Service ???
- Service and sourcing ???
- Operational ???
- ??? drivers
- ??? drivers

To build a business case for SIAM, an organisation needs to think about the benefits it expects to receive. There are some generic benefit groups:

- Service satisfaction
- Service and sourcing landscape
- Operational efficiencies
- External drivers
- Commercial drivers

4

Drivers are defined as "something that creates and fuels ???, or gives force and impetus."

Drivers are defined as "something that creates and fuels activity, or gives force and impetus."

5

The Service Satisfaction group of drivers relates to how satisfied a customer is with the service it receives, and the level of satisfaction it expected to receive.

The seven specific drivers in this group are:

1. Service ???
2. Service provider ???
3. Clarity of ???and ???
4. Slow pace of ???
5. Demonstration of ???
6. Lack of ??? between service providers
7. Delivery ???

The Service Satisfaction group of drivers relates to how satisfied a customer is with the service it receives, and the level of satisfaction it expected to receive.

The seven specific drivers in this group are:

1. Service performance
2. Service provider interactions
3. Clarity of roles and responsibilities
4. Slow pace of change
5. Demonstration of value
6. Lack of collaboration between service providers
7. Delivery silos

6

The following seven specific drivers belong to the ??? ??? benefit group:

1. Service performance
2. Service provider interactions
3. Clarity of roles and responsibilities
4. Slow pace of change
5. Demonstration of value
6. Lack of collaboration between service providers
7. Delivery silos

Service Satisfaction

7

The Service Sourcing and Landscape group of drivers relate to the number and types of services an organisation has, how they are currently sourced and their complexity.

This group contains five drivers:

1. ??? sourcing
2. Shadow ??
3. Multi-???
4. Increase in the number of ??? ???
5. Inflexible ???

The Service Sourcing and Landscape group of drivers relate to the number and types of services an organisation has, how they are currently sourced and their complexity.

This group contains five drivers:

1. External sourcing
2. Shadow IT
3. Multi-sourcing
4. Increase in the number of service providers
5. Inflexible contracts

8

The following five specific drivers belong to the ??? ??? and ??? benefit group:

1. External sourcing
2. Shadow IT
3. Multi-sourcing
4. Increase in the number of service providers
5. Inflexible contracts

Service Sourcing and Landscape

9

The Operational Efficiencies group of drivers relate to possible improvements to the end to end service, including efficiencies from standardisation and consolidation.

There are four drivers in this group:

1. Disparate ??? ??? capabilities
2. Data and information ???
3. ??? and ??? standards
4. ???

The Operational Efficiencies group of drivers relate to possible improvements to the end to end service, including efficiencies from standardisation and consolidation.

There are four drivers in this group:

1. Disparate service management capabilities
2. Data and information flows
3. Data and information standards
4. Tooling

10

The following four specific drivers belong to the ??? ???
benefit group:

1. Disparate service management capabilities
2. Data and information flows
3. Data and information standards
4. Tooling

Operational Efficiencies

11

In a SIAM environment, it's common to adopt a ??? ???that addresses areas including:

- Incident priority, categorisation and recording
- Service levels and service reporting
- Requests for change
- Capacity and availability recording
- Management report formats
- Knowledge artefacts

In a SIAM environment, it's common to adopt a data dictionary that addresses areas including:

- Incident priority, categorisation and recording
- Service levels and service reporting
- Requests for change
- Capacity and availability recording
- Management report formats
- Knowledge artefacts

12

External drivers are imposed from outside the ??? ???.

There are two drivers in this group:

1. Corporate ???
2. External ???

External drivers are imposed from outside the customer organisation.

There are two drivers in this group:

1. Corporate governance
2. External policy*

*Such as from a parent company.

13

The following two specific drivers belong to the ??? ???
benefit group:

1. Corporate governance
2. External policy

External Drivers

14

The Commercial Drivers group contains drivers that apply specifically to organisations that want to offer commercial services related to SIAM, including consultancies, large service providers and outsourcing specialists.

There are two drivers in this group, for:

1. Service ???
2. Service ???

The Commercial Drivers group contains drivers that apply specifically to organisations that want to offer commercial services related to SIAM, including consultancies, large service providers and outsourcing specialists.

There are two drivers in this group, for:

1. Service Providers
2. Service Integrators

15

The following two specific drivers belong to the ??? ???
benefit group:

1. Service Providers
2. Service Integrators

Commercial Drivers