Service Integration and Management (SIAM™) Foundation Body of Knowledge (BoK), Second edition by Claire Agutter

Author:Claire Agutter [Claire Agutter]
Language: eng
Format: epub
Publisher: IT Governance Publishing
Published: 2021-07-20T00:00:00+00:00

Typical roles •Head of service integration

•Service delivery manager(s)

•Service manager(s)

•Process owner(s)

•Process manager(s)

•Service assurance manager(s)

•Performance manager(s)

•Security manager(s)

Typical responsibilities •Responsible for end-to-end service management across the service providers and the interface into the customer organization.

•Managing service provider relationships at an operational level.

•Acting as the customer’s “agent” and providing a communication path to the service providers.

•Managing end-to-end performance management of all service providers.

•Managing performance management of individual service providers against agreed targets.

•Coordination of the service providers.

•Assuring service provider performance and service delivery.

•Governing the service providers, as delegated by the customer organization.

•Facilitating process forums.

•Managing operational supply and demand for services and capacity.

•Consolidated service reporting.

•Providing service communications.

•Potential responsibility for provision and management of an integrated service management toolset.

•Managing the performance of service providers against contractual and service targets.

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