BCS EXIN Foundation Certificate in SIAM® Training in United Arab Emirates

The BCS EXIN Foundation Certificate in SIAM® is a three-day foundation programme covering the essential terminology, principles and working practices of Service Integration and Management (SIAM®).

Modern organisations frequently rely on multiple internal and external providers to deliver their IT services. SIAM® provides an approach for bringing these different providers together so that services can be managed as a coordinated, end-to-end ecosystem aligned with business needs, rather than as a collection of disconnected supplier services.

During the course, participants develop an understanding of SIAM® terminology, principles, organisational structures and implementation practices. The programme covers the SIAM® implementation roadmap, roles and responsibilities, process integration, people practices, measurement and technology. It also examines the operational, cultural, security and commercial challenges that can arise within multi-provider environments.

The course also provides focused preparation for the BCS EXIN Foundation Certificate in SIAM® examination.

There are no mandatory prerequisites for attending this course.

However, participants will benefit from having a good working understanding of IT Service Management (ITSM) terminology and fundamental service management concepts, for example through previous exposure to a recognised IT Service Management framework.

By the end of the course, participants will be able to:

• Explain the fundamental concepts, purpose and value of SIAM®.
• Describe the main business drivers for adopting a SIAM® approach.
• Outline the SIAM® methodology and structures associated with the Service Integrator layer.
• Explain the stages of the SIAM® Implementation Roadmap.
• Identify key roles and responsibilities within a SIAM® ecosystem.
• Describe how processes can be integrated across multiple service providers.
• Explain people practices used to support cross-functional teams.
• Understand approaches to measuring and reporting end-to-end services.
• Recognise major challenges and risks within a SIAM® environment and appropriate mitigation approaches.
• Describe how ITIL®, ISO/IEC 20000, Agile Service Management, DevOps, COBIT and Lean can contribute to a SIAM® ecosystem.

1. Introduction to Service Integration and Management (SIAM®)

The course begins by establishing why SIAM® is relevant to modern multi-provider service environments.

• SIAM® fundamentals
• Purpose and value of SIAM®
• Business drivers for SIAM®
• Overview of the SIAM® methodology
• Structures for the Service Integrator layer

2. SIAM® Implementation Roadmap

Participants explore the roadmap used to introduce and develop a SIAM® ecosystem.

For each stage, the course considers its objectives, triggers, inputs, activities and outputs.

Discovery and Strategy

• Understanding the existing environment
• Exploring strategic requirements
• Establishing the direction for SIAM®

Plan and Build

• Planning the SIAM® operating model
• Developing the required structures and capabilities
• Preparing for implementation

Implement

• Introducing the planned SIAM® model
• Transitioning into the new way of working

Run and Improve

• Operating the SIAM® ecosystem
• Reviewing performance
• Supporting continual improvement

3. SIAM® Roles and Responsibilities

This section examines how responsibilities are structured across a SIAM® environment.

• Principal SIAM® roles
• Responsibilities across the ecosystem
• Structural elements of SIAM®
• The Service Integrator
• Coordination between participating parties

4. SIAM® Practices

Participants examine four important practice areas that support an effective SIAM® ecosystem.

People Practices

• Managing cross-functional teams
• Encouraging collaboration
• Supporting effective working across providers

Process Practices

• Integrating processes between service providers
• Enabling end-to-end service management

Measurement Practices

• Measuring end-to-end service performance
• Enabling effective reporting

Technology Practices

• Developing an appropriate tooling strategy
• Understanding technology's role in service integration

5. Processes Supporting SIAM®

This section considers how processes operate within a SIAM® ecosystem.

• The function of processes within SIAM®
• Objectives of key supporting processes
• Managing processes across multiple providers
• SIAM®-specific process considerations

6. SIAM® Challenges and Risks

Successful service integration depends on more than organisational structures and processes. Culture, trust, control and commercial relationships can also have a significant impact.

Topics include:

• Developing the business case
• Risks and mitigation approaches
• Culture, collaboration and cooperation
• Control and ownership challenges
• Security considerations
• Measuring success
• Building trust between ecosystem participants
• Reducing micro-management
• Commercial challenges
• Managing legacy contracts

7. SIAM® and Other Practices

SIAM® can operate alongside established service management standards, frameworks and modern delivery approaches. Participants consider how the following can contribute to a SIAM® ecosystem:

• ITIL®
• ISO/IEC 20000
• Agile Service Management
• DevOps
• COBIT
• Lean

Exams and Assessments

The course prepares participants for the BCS EXIN Foundation Certificate in SIAM® examination.

The examination consists of:

• 40 multiple-choice questions
• 60 minutes
• Closed book
• Pass mark: 65%
• A minimum of 26 correct answers out of 40 is required to pass.

The BCS examination is remotely proctored. Learners can schedule their assessment for after 5:00 pm on the final day of the course and complete it remotely under proctored examination conditions.