ISO/IEC DTS 20000-14
(Main)Information technology — Service management — Part 14: Guidance on the application of Service Integration and Management to ISO/IEC 20000-1
Information technology — Service management — Part 14: Guidance on the application of Service Integration and Management to ISO/IEC 20000-1
This TS aims to provide guidance to organizations that manage services in an environment that includes services sourced from multiple service providers through the incorporation of a service integration function and development of service integration and management ecosystem. Service integration and management can be applied to different sizes and types of organizations, and to different industry sectors.
Technologies de l'information — Gestion des services — Partie 14: Recommandations pour l'application de l'intégration et de la gestion des services à l'ISO/IEC 20000-1
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ISO/IEC TS DTS 20000-14:2023
ISO /IEC JTC 1/SC 40/WG 2
Secretariat: SA
Date: 2023-05-2007-18
Information technology – — Service management – —
Part 14:
Guidance on the application of Service Integration and
Management to ISO/IEC 20000-1
DTSTechnologies de l'information — Gestion des services —
Partie 14: Recommandations pour l'application de l'intégration et de la gestion des services à l'ISO/IEC
20000-1
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ISO/IEC TS DTS 20000-14:2023:(E)
© ISO/IEC 2023
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this
publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical,
including photocopying, or posting on the internet or an intranet, without prior written permission. Permission can
be requested from either ISO at the address below or ISO’s member body in the country of the requester.
ISO copyright office
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Phone: + 41 22 749 01 11
EmailE-mail: copyright@iso.org
Website: www.iso.orgwww.iso.org
Published in Switzerland
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ISO/IEC TS DTS 20000-14:2023:(E)
Contents
Foreword . vii
Introduction . viii
Part 14: Guidance on the application of Service Integration and Management to ISO/IEC 20000-1. 1
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 ISO/IEC 20000-1 and Service integration and management . 3
4.1 Introduction to ISO/IEC 20000-1 . 3
4.2 Terminology comparison . 6
5 Introduction to the SIAM ecosystem . 7
5.1 Brief overview of SIAM . 7
5.2 SIAM model. 7
5.2.1 General . 7
5.2.2 The customer organization . 9
5.2.3 Service integrator . 9
5.2.4 Service providers . 9
5.2.5 SIAM structural elements . 9
5.2.6 SIAM processes . 10
5.2.7 SIAM practices . 10
5.3 SIAM roles and responsibilities. 11
6 Deploying SIAM with an SMS . 11
6.1 Deploying SIAM. 11
6.1.1 Overview . 11
6.1.2 Implementing SIAM in an existing SMS . 12
6.1.3 Establishing an SMS within an existing SIAM environment . 12
6.1.4 Deploying SIAM concurrently with establishing an SMS . 12
6.2 The SIAM roadmap . 12
6.2.1 Introduction to the SIAM roadmap . 12
6.2.2 Discovery and strategy . 13
6.2.3 Plan and build . 16
6.2.4 Implement . 18
6.2.5 Run and improve . 19
Annex A (informative) Clauses of ISO/IEC 20000-1:2018 . 21
Annex B (informative) Correlation of the ISO/IEC 20000 series with SIAM best practices . 24
B.1 Relationships of SIAM inputs and outputs to the requirements or guidance in the ISO/IEC 20000
series 24
B.2 Cross-referencing SIAM artefacts with ISO/IEC 20000-1 mandatory documented information . 27
Bibliography . 32
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ISO/IEC TS DTS 20000-14:2023:(E)
Foreword v
Introduction vi
1 Scope 1
2 Normative references 1
3 Terms and definitions 1
4 ISO/IEC 20000-1 and Service integration and management 3
4.1 Introduction to ISO/IEC 20000-1 3
4.2 Terminology comparison 4
5 Introduction to the SIAM ecosystem 6
5.1 Brief overview of SIAM 6
5.2 SIAM model 6
5.2.1 General 6
5.2.2 The customer organization 7
5.2.3 Service integrator 7
5.2.4 Service providers 8
5.2.5 SIAM structural elements 8
5.2.6 SIAM processes 8
5.2.7 SIAM practices 9
5.3 SIAM roles and responsibilities 9
6 Deploying SIAM with an SMS 10
6.1 Deploying SIAM 10
6.1.1 Overview 10
6.1.2 Implementing SIAM in an existing SMS 10
6.1.3 Establishing an SMS within an existing SIAM environment 10
6.1.4 Deploying SIAM concurrently with establishing an SMS 10
6.2 The SIAM roadmap 11
6.2.1 Introduction to the SIAM roadmap 11
6.2.2 Discovery and strategy 11
6.2.3 Plan and build 14
6.2.4 Implement 16
6.2.5 Run and improve 16
Annex A (informative) ISO/IEC 20000-1 clauses 18
Annex B (informative) Correlation of ISO/IEC 20000-1 series with SIAM best practices 20
B.1 Relationships of SIAM inputs and outputs to the requirements or guidance in the ISO/IEC 20000
series 20
B.2 Cross-referencing SIAM artefacts with ISO/IEC 20000-1 mandatory documented information
22
Bibliography 27
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ISO/IEC TS DTS 20000-14:2023:(E)
Foreword
ISO (the International Organization for Standardization) is a and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide federation of national
standardsstandardization. National bodies (that are members of ISO member bodies). The workor IEC
participate in the development of preparing International Standards is normally carried out through ISO
technical committees. Each member body interested in a subject for which a technical committee has
been established has the right to be represented on that committee. Internationalby the respective
organization to deal with particular fields of technical activity. ISO and IEC technical committees
collaborate in fields of mutual interest. Other international organizations, governmental and non-
governmental, in liaison with ISO and IEC, also take part in the work. ISO collaborates closely with the
International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the
different types of ISO documentsdocument should be noted. This document was drafted in accordance
with the editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives 2 (see
www.iso.org/directives or www.iec.ch/members_experts/refdocs).
Attention is drawnISO and IEC draw attention to the possibility that some of the elementsimplementation
of this document may beinvolve the subjectuse of (a) patent rights. ISO(s). ISO and IEC take no position
concerning the evidence, validity or applicability of any claimed patent rights in respect thereof. As of the
date of publication of this document, ISO and IEC had not received notice of (a) patent(s) which may be
required to implement this document. However, implementers are cautioned that this may not represent
the latest information, which may be obtained from the patent database available at www.iso.org/patents
and https://patents.iec.ch. ISO and IEC shall not be held responsible for identifying any or all such patent
rights. Details of any patent rights identified during the development of the document will be in the
Introduction and/or on the ISO list of patent declarations received (see www.iso.org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO’sISO's adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see
www.iso.org/iso/foreword.html) see www.iso.org/iso/foreword.html. In the IEC, see
www.iec.ch/understanding-standards.
This document was prepared by Joint Technical Committee ISO/IEC JTC 1, Information technology,
Subcommittee SC40SC 40, IT Service Managementservice management and IT Governancegovernance.
A list of all parts in the ISO/IEC 20000 series can be found on the ISO websiteand IEC websites.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www.iso.org/members.html and www.iec.ch/national-
committee. www.iso.org/members.html and www.iec.ch/national-committees.
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ISO/IEC TS DTS 20000-14:2023:(E)
Introduction
This document provides guidance for organizations wishing to include service integrationService
Integration and managementManagement (SIAM™) in an existing service management system (SMS), or
one in the process of being established, based on ISO/IEC 20000-1:2018. An SMS supports the
management of the service lifecycle, including the planning, design, transition, delivery and improvement
of services, which meet agreed requirements and deliver value for customers, users and the
organization(s) delivering the services.
The adoption of SIAM is driven by strategic factors, including:
— increased complexity of sourcing models using multiple service providers;
— a desire to remove reliance on any particular service provider;
— the requirement for effective controls for managing a multi-provider ecosystem;
— a desire for the ability and flexibility available from specialisedspecialized service providers in this
field.
SIAM is an evolution of service management methodologies that includeincludes services integrated
across multiple service providers. It has developed as organizations have moved away from outsourced
contracts with a single service provider to an environment with multiple service providers. SIAM has
evolved out of the challenges associated with these more complex operating models. SIAM addresses the
issue of ‘*accidental multi-sourcing’,sourcing", where an organization engages in an ad hoc way with
multiple service providers and services over time, with no consistent overall control.
SIAM incorporates the concept of a service integrator layer, which is a single, logical entity held
accountable for the end-to-end delivery of services. The service integrator layer is where end-to-end
service management, assurance, integration and coordination are performed. It focuses on implementing
an effective cross-service provider capability and executes the requirements directed by the customer
organization.
This document also provides a mapping between ISO/IEC 20000-1 requirements and guidance to the
elements in the SIAM methodology.
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ISO/IEC DTS 20000-14:(E)
Information technology – — Service management – —
Part 14:
Guidance on the application of Service Integration and
Management to ISO/IEC 20000-1
1 Scope
This document provides guidance for organizations that are establishing or improving a service
management system (SMS) by incorporating a service integrator. IncorporatingThe incorporation of a
service integrator is aimed at addressing an environment that includes services sourced from multiple
service providers.
This document specifically focuses on service integrationService Integration and
managementManagement (SIAM)™) in the context of an SMS.
The intended users of this document include:
— organizations that need to manage multiple service providers within a new or existing SMS; and
— consultants and advisors that support an organization during SMS implementation or improvement,
where a SIAM approach is being adopted.
This document is not applicable to organizations that have only one service provider.
NOTE In SIAM, the term "supplier" is not used. Internal and external suppliers are both referred to as “service
providers”. See 4.2See 4.2 for further comparison of terminology.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
ISO/IEC 20000-1:2018, Information technology — Service management — Part 1: Service management
system requirements
ISO/IEC 20000-10, Information technology — Service management — Part 10: Concepts and vocabulary
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO/IEC 20000-1, ISO/IEC 20000-
10 and the following apply.
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https://www.iso.org/obp
— IEC Electropedia: available at https://www.electropedia.org/https://www.electropedia.org/
3.1
cross-functional team
group of people with different functional expertise working toward a common goal
Note 1 to entry: It may include people from finance, marketing, operations and human resources departments.
Typically, it includes employees from all levels of an organization or from different organizations.
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ISO/IEC DTS 20000-14:(E)
[9]
[SOURCE: SIAM Professional Body of Knowledge, 2019]2021]
3.2
function
organizational entity, typically characterized by a special area of knowledge or expertise[SOURCE: SIAM
[9]
Professional Body of Knowledge, 2021]
[SOURCE: SIAM Professional Body of Knowledge, 2019]
3.3
organizational change management
OCM
process used to manage changes to business processes, organizational structures and cultures within an
[9]
organization[SOURCE: SIAM Professional Body of Knowledge, 2021]
[SOURCE: SIAM Professional Body of Knowledge, 2019]
3.4
retained capabilities
functions within the customer organization that are responsible for strategic, architectural, business
engagement and corporate governance activities
Note 1 to entry: The customer organization will include some retained capabilities that may include any
accountabilities and responsibilities that remain with the customer for legislative or regulatory reasons.
Note 2 to entry: Some services may be delivered by the customer’s staff. These staff are considered internal service
providers and not part of the customer retained capabilities.
[9]
[SOURCE: SIAM Professional Body of Knowledge, 2019]2021]
3.5
Service Integration and Management
SIAM
management methodology that can be applied in an environment that includes services sourced from
[9]
multiple service providers[SOURCE: SIAM Professional Body of Knowledge, 2021]
[SOURCE: SIAM Professional Body of Knowledge, 2019]
3.6
service integrator
single, logical entity held accountable for the end-to-end delivery of services and the business value that
the customer receives
Note 1 to entry: Service integrator accountability includes end-to-end service governance, management,
integration, assurance and coordination.
[9]
[SOURCE: SIAM Professional Body of Knowledge, 2019]2021]
3.7
service provider
internal or external organization that provides services
Note 1 to entry: Within a SIAM ecosystem, there are multiple service providers.
Note 2 to entry: Service providers can also be known as suppliers or vendors.
[9]
[SOURCE: SIAM Professional Body of Knowledge, 2019]2021]
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ISO/IEC DTS 20000-14:(E)
3.8
SIAM ecosystem
network or interconnected system
Note 1 to entry: The SIAM ecosystem includes three layers: customer organization (including retained
capabilities), service integrator and service provider(s).
[9]
[SOURCE: SIAM Professional Body of Knowledge, 2019]2021]
3.9
SIAM governance
framework of rules, policies, processes, and in some cases legislation, by which businesses are operated,
regulated and controlled
Note 1 to entry: In a SIAM ecosystem, governance refers to the definition and application of policies and standards.
These define and ensure the required levels of authority, decision-making and accountability.
Note 2 to entry: ISO/IEC 38500 defines governance as “a system of directing, overseeing and accountability”.
[9]
[SOURCE: SIAM Professional Body of Knowledge, 2019]2021, modified — Note 2 to entry added.]
3.10
SIAM model
customer organization-initiated structure consisting of practices, processes, functions, roles and
structural elements described within the SIAM methodology and based on the layers in the SIAM
[9]
ecosystem[SOURCE: SIAM Professional Body of Knowledge, 2021]
[SOURCE: SIAM Professional Body of Knowledge, 2019]
3.11
SIAM practice
actual application or use of an idea, belief or method, as opposed to the theories relating to it[SOURCE:
[9]
SIAM Professional Body of Knowledge, 2021]
[SOURCE: SIAM Professional Body of Knowledge, 2019]
3.12
structural element
teams that have members from different organizations and different SIAM layers
Note 1 to entry: These include boards, process forums and working groups.
[9]
[SOURCE: SIAM Professional Body of Knowledge, 2019]2021]
4 ISO/IEC 20000-1 and Service integration and management
4.1 Introduction to ISO/IEC 20000-1
ISO/IEC 20000-1 specifies requirements for establishing, implementing, maintaining and continually
improving an SMS. An SMS supports the management of the service lifecycle, including the planning,
design, transition, delivery and improvement of services, which meet agreed requirements and deliver
value for customers, users and the organization delivering the services. The organization in the scope of
the SMS can be a whole or part of a larger organization and can also be known as the service provider.
ISO/IEC 20000-1 is intentionally independent of specific guidance. The organization can use a
combination of generally accepted methodologies (e.g. SIAM) and its own experience. Appropriate tools
for service management can be used to support the SMS.
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ISO/IEC DTS 20000-14:(E)
All requirements specified in ISO/IEC 20000-1 are generic and are intended to be applicable to all
organizations, regardless of the organization’s type or size, or the nature of the services delivered. While
it can be used ‘"regardless of the organization’s type or size, or the nature of the services
delivered’,delivered," ISO/IEC 20000-1 has its roots in information technology (IT). It is intended for
service management of services using technology and digital information. The examples given in this
document illustrate a variety of uses of SIAM in the context of an SMS.
Exclusion of any of the requirements in ISO/IEC 20000-1:2018, Clauses 4 to 10, is not acceptable when
the organization claims conformity to ISO/IEC 20000-1, irrespective of the nature of the organization.
The organization cannot demonstrate conformity to the requirements specified in ISO/IEC 20000-1 if it
does not provide or operate at least some of the services, service components or processes within the
scope of the SMS.
ISO/IEC 20000-10 includes the concepts for an SMS, the vocabulary used for the ISO/IEC 20000 series,
and a description of each part of the series and related standards. Guidance is available in other parts of
the ISO/IEC 20000 series including:
— ISO/IEC 20000-2: Guidance on the application of service management systems;
— ISO/IEC 20000-3: Guidance on scope definition and applicability of ISO/IEC 20000-1;
— ISO/IEC TS 20000-5: Implementation guidance for ISO/IEC 20000-1;
— ISO/IEC 20000-6: Requirements for bodies providing audit and certification of service management
systems;
— ISO/IEC TS 20000-11: Guidance on the relationship between ISO/IEC 20000-1 and service
®
management frameworks: ITIL .
Figure 1Figure 1 illustrates an SMS showing the clause content of ISO/IEC 20000-1. Numbers in
parentheses in figure Figure 1 indicate ISO/IEC 20000-1 clause numbers. See Annex AAnnex A for a list
of the ISO/IEC 20000-1 clause number and titles.
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ISO/IEC DTS 20000-14:(E)
Figure 1 — Figure 1 — Service management system
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ISO/IEC DTS 20000-14:(E)
4.2 Terminology comparison
Table 1Table 1 compares terms that are found in either the ISO/IEC 20000 series or the SIAM Bodies of
Knowledge (BoKs) to show the variation in how they are used. This document uses these terms from a
SIAM perspective.
Table 1 — Comparison of key terminology between the ISO/IEC 20000 series and the SIAM BoKs
Term ISO/IEC 20000 series definition SIAM relationship (BoKs)
customer customer SIAM uses customer organization as the
end client to denote the organization
organization or part of an organization
that commissions the SIAM ecosystem.
that receives a service or services.
They also contribute to and receive the
integrated SIAM services.
external supplier
external supplier The term "supplier" is not used in the
SIAM BoKs. Internal and external
another party that is external to the
internal supplier suppliers are both referred to as
organization that enters into a
“service providers”.
contract to contribute to the planning,
design, transition, delivery or
improvement of a service, service
component or process.
internal supplier
part of a larger organization that is
outside the scope of the SMS that
enters into a documented agreement
to contribute to the planning, design,
transition, delivery or improvement of
a service, service component or
process.
governance governing body Governance refers to the rules, policies,
processes (and in some cases,
group or body that has the ultimate
legislation) by which businesses are
responsibility and authority for an
operated, regulated and controlled.
organization’s activities, governance
There may be many layers of
and policies and to which top
governance within a business such as
management reports and by which top
enterprise, corporate and IT. In a SIAM
management is held accountable.
ecosystem, governance refers to the
definition and application of policies
and standards. These define and ensure
the required levels of authority,
decision-making and accountability.
Stakeholder is a person or group of
interested party interested party
people that have a particular interest
person or organization that can affect,
in, or are impacted by, something.
be affected by, or perceive itself to be
affected by a decision or activity
related to the SMS or the services.
The service integrator is a single,
service integrator service integrator
logical entity held accountable for
entity that manages the integration
the end-to-end delivery of services.
of services and service components
delivered by multiple suppliers
The definition does not focus on
suppliers or supply chain but rather the
Note 1 to entry: The role of the service
multiple service provider environment
integrator supports the promotion of
(see above: internal and external
end- to-end service management,
supplier).
particularly in complex supply chains,
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ISO/IEC DTS 20000-14:(E)
Term ISO/IEC 20000 series definition SIAM relationship (BoKs)
by ensuring all parties are aware of,
enabled to perform and are held
accountable for, their role in the
supply chain.
service provider service provider Service provider refers to both internal
and external service providers
organization that manages and
(("suppliers" in ISO/IEC 20000).
delivers a service or services to
customers.
The term "top management" is not
top management top management
used.
person or group of people who directs
and controls an organization at the
Top management in an SMS within a
highest level.
SIAM ecosystem would be subject to
the leadership and management review
requirements in ISO/IEC 20000-1.
5 Introduction to the SIAM ecosystem
5.1 Brief overview of SIAM
SIAM is a well-known, globally adopted management methodology that can be applied in an environment
that includes services sourced from multiple service providers. It describes the SIAM practices,
structures, elements and principles associated with the discipline. It can be used with other methods,
approaches and frameworks.
The SIAM Foundation and Professional Bodies of Knowledge (F-Bok, P-BoK respectively) are used as the
source material for SIAM guidance. The BoKs are non-prescriptive and intended to provide principles to
inform the workings of a multi-provider SIAM ecosystem.
5.2 SIAM model
5.2.1 General
SIAM does not include a specific
...
FINAL
TECHNICAL ISO/IEC DTS
DRAFT
SPECIFICATION 20000-14
ISO/IEC JTC 1/SC 40
Information technology — Service
Secretariat: SA
management —
Voting begins on:
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Part 14:
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2023-09-27
Integration and Management to ISO/
IEC 20000-1
Technologies de l'information — Gestion des services —
Partie 14: Recommandations pour l'application de l'intégration et de
la gestion des services à l'ISO/IEC 20000-1
RECIPIENTS OF THIS DRAFT ARE INVITED TO
SUBMIT, WITH THEIR COMMENTS, NOTIFICATION
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DOCUMENTATION.
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BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO-
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LOGICAL, COMMERCIAL AND USER PURPOSES,
DRAFT INTERNATIONAL STANDARDS MAY ON
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ISO/IEC DTS 20000-14:2023(E)
FINAL
TECHNICAL ISO/IEC DTS
DRAFT
SPECIFICATION 20000-14
ISO/IEC JTC 1/SC 40
Information technology — Service
Secretariat: SA
management —
Voting begins on:
Part 14:
Voting terminates on:
Guidance on the application of Service
Integration and Management to ISO/
IEC 20000-1
Technologies de l'information — Gestion des services —
Partie 14: Recommandations pour l'application de l'intégration et de
la gestion des services à l'ISO/IEC 20000-1
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ISO/IEC DTS 20000-14:2023(E)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 ISO/IEC 20000-1 and Service integration and management . 3
4.1 Introduction to ISO/IEC 20000-1 . 3
4.2 Terminology comparison . 5
5 Introduction to the SIAM ecosystem .6
5.1 Brief overview of SIAM . 6
5.2 SIAM model . 6
5.2.1 General . 6
5.2.2 The customer organization . 7
5.2.3 Service integrator . 7
5.2.4 Service providers . 8
5.2.5 SIAM structural elements . 8
5.2.6 SIAM processes . 8
5.2.7 SIAM practices . . 9
5.3 SIAM roles and responsibilities . 9
6 Deploying SIAM with an SMS .10
6.1 Deploying SIAM. 10
6.1.1 Overview . 10
6.1.2 Implementing SIAM in an existing SMS . 11
6.1.3 Establishing an SMS within an existing SIAM environment . 11
6.1.4 Deploying SIAM concurrently with establishing an SMS . 11
6.2 The SIAM roadmap . 11
6.2.1 Introduction to the SIAM roadmap . . 11
6.2.2 Discovery and strategy .12
6.2.3 Plan and build . 14
6.2.4 Implement . . . 16
6.2.5 Run and improve . 17
Annex A (informative) Clauses of ISO/IEC 20000-1:2018 .19
Annex B (informative) Correlation of the ISO/IEC 20000 series with SIAM best practices .21
Bibliography .29
iii
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ISO/IEC DTS 20000-14:2023(E)
Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide standardization. National bodies that are
members of ISO or IEC participate in the development of International Standards through technical
committees established by the respective organization to deal with particular fields of technical
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ISO/IEC DTS 20000-14:2023(E)
Introduction
This document provides guidance for organizations wishing to include Service Integration and
Management (SIAM™) in an existing service management system (SMS), or one in the process of being
established, based on ISO/IEC 20000-1:2018. An SMS supports the management of the service lifecycle,
including the planning, design, transition, delivery and improvement of services, which meet agreed
requirements and deliver value for customers, users and the organization(s) delivering the services.
The adoption of SIAM is driven by strategic factors, including:
— increased complexity of sourcing models using multiple service providers;
— a desire to remove reliance on any particular service provider;
— the requirement for effective controls for managing a multi-provider ecosystem;
— a desire for the ability and flexibility available from specialized service providers in this field.
SIAM is an evolution of service management methodologies that includes services integrated across
multiple service providers. It has developed as organizations have moved away from outsourced
contracts with a single service provider to an environment with multiple service providers. SIAM has
evolved out of the challenges associated with these more complex operating models. SIAM addresses
the issue of *accidental multi-sourcing", where an organization engages in an ad hoc way with multiple
service providers and services over time, with no consistent overall control.
SIAM incorporates the concept of a service integrator layer, which is a single, logical entity held
accountable for the end-to-end delivery of services. The service integrator layer is where end-to-
end service management, assurance, integration and coordination are performed. It focuses on
implementing an effective cross-service provider capability and executes the requirements directed by
the customer organization.
This document also provides a mapping between ISO/IEC 20000-1 requirements and guidance to the
elements in the SIAM methodology.
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TECHNICAL SPECIFICATION ISO/IEC DTS 20000-14:2023(E)
Information technology — Service management —
Part 14:
Guidance on the application of Service Integration and
Management to ISO/IEC 20000-1
1 Scope
This document provides guidance for organizations that are establishing or improving a service
management system (SMS) by incorporating a service integrator. The incorporation of a service
integrator is aimed at addressing an environment that includes services sourced from multiple service
providers.
This document specifically focuses on Service Integration and Management (SIAM™) in the context of
an SMS.
The intended users of this document include:
— organizations that need to manage multiple service providers within a new or existing SMS; and
— consultants and advisors that support an organization during SMS implementation or improvement,
where a SIAM approach is being adopted.
This document is not applicable to organizations that have only one service provider.
NOTE In SIAM, the term "supplier" is not used. Internal and external suppliers are both referred to as
“service providers”. See 4.2 for further comparison of terminology.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
ISO/IEC 20000-1, Information technology — Service management — Part 1: Service management system
requirements
ISO/IEC 20000-10, Information technology — Service management — Part 10: Concepts and vocabulary
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO/IEC 20000-1, ISO/IEC 20000-10
and the following apply.
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at https:// www .electropedia .org/
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ISO/IEC DTS 20000-14:2023(E)
3.1
cross-functional team
group of people with different functional expertise working toward a common goal
Note 1 to entry: It may include people from finance, marketing, operations and human resources departments.
Typically, it includes employees from all levels of an organization or from different organizations.
[9]
[SOURCE: SIAM Professional Body of Knowledge, 2021]
3.2
function
organizational entity, typically characterized by a special area of knowledge or expertise[SOURCE:
[9]
SIAM Professional Body of Knowledge, 2021]
3.3
organizational change management
OCM
process used to manage changes to business processes, organizational structures and cultures within
[9]
an organization[SOURCE: SIAM Professional Body of Knowledge, 2021]
3.4
retained capabilities
functions within the customer organization that are responsible for strategic, architectural, business
engagement and corporate governance activities
Note 1 to entry: The customer organization will include some retained capabilities that may include any
accountabilities and responsibilities that remain with the customer for legislative or regulatory reasons.
Note 2 to entry: Some services may be delivered by the customer’s staff. These staff are considered internal
service providers and not part of the customer retained capabilities.
[9]
[SOURCE: SIAM Professional Body of Knowledge, 2021]
3.5
Service Integration and Management
SIAM
management methodology that can be applied in an environment that includes services sourced from
[9]
multiple service providers[SOURCE: SIAM Professional Body of Knowledge, 2021]
3.6
service integrator
single, logical entity held accountable for the end-to-end delivery of services and the business value that
the customer receives
Note 1 to entry: Service integrator accountability includes end-to-end service governance, management,
integration, assurance and coordination.
[9]
[SOURCE: SIAM Professional Body of Knowledge, 2021]
3.7
service provider
internal or external organization that provides services
Note 1 to entry: Within a SIAM ecosystem, there are multiple service providers.
Note 2 to entry: Service providers can also be known as suppliers or vendors.
[9]
[SOURCE: SIAM Professional Body of Knowledge, 2021]
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ISO/IEC DTS 20000-14:2023(E)
3.8
SIAM ecosystem
network or interconnected system
Note 1 to entry: The SIAM ecosystem includes three layers: customer organization (including retained
capabilities), service integrator and service provider(s).
[9]
[SOURCE: SIAM Professional Body of Knowledge, 2021]
3.9
SIAM governance
framework of rules, policies, processes, and in some cases legislation, by which businesses are operated,
regulated and controlled
Note 1 to entry: In a SIAM ecosystem, governance refers to the definition and application of policies and
standards. These define and ensure the required levels of authority, decision-making and accountability.
Note 2 to entry: ISO/IEC 38500 defines governance as “a system of directing, overseeing and accountability”.
[9]
[SOURCE: SIAM Professional Body of Knowledge, 2021, modified — Note 2 to entry added.]
3.10
SIAM model
customer organization-initiated structure consisting of practices, processes, functions, roles and
structural elements described within the SIAM methodology and based on the layers in the SIAM
[9]
ecosystem[SOURCE: SIAM Professional Body of Knowledge, 2021]
3.11
SIAM practice
actual application or use of an idea, belief or method, as opposed to the theories relating to it[SOURCE:
[9]
SIAM Professional Body of Knowledge, 2021]
3.12
structural element
teams that have members from different organizations and different SIAM layers
Note 1 to entry: These include boards, process forums and working groups.
[9]
[SOURCE: SIAM Professional Body of Knowledge, 2021]
4 ISO/IEC 20000-1 and Service integration and management
4.1 Introduction to ISO/IEC 20000-1
ISO/IEC 20000-1 specifies requirements for establishing, implementing, maintaining and continually
improving an SMS. An SMS supports the management of the service lifecycle, including the planning,
design, transition, delivery and improvement of services, which meet agreed requirements and deliver
value for customers, users and the organization delivering the services. The organization in the scope
of the SMS can be a whole or part of a larger organization and can also be known as the service provider.
ISO/IEC 20000-1 is intentionally independent of specific guidance. The organization can use a
combination of generally accepted methodologies (e.g. SIAM) and its own experience. Appropriate tools
for service management can be used to support the SMS.
All requirements specified in ISO/IEC 20000-1 are generic and are intended to be applicable to all
organizations, regardless of the organization’s type or size, or the nature of the services delivered. While
it can be used "regardless of the organization’s type or size, or the nature of the services delivered,"
ISO/IEC 20000-1 has its roots in information technology (IT). It is intended for service management
of services using technology and digital information. The examples given in this document illustrate a
variety of uses of SIAM in the context of an SMS.
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ISO/IEC DTS 20000-14:2023(E)
Exclusion of any of the requirements in ISO/IEC 20000-1:2018, Clauses 4 to 10, is not acceptable when
the organization claims conformity to ISO/IEC 20000-1, irrespective of the nature of the organization.
The organization cannot demonstrate conformity to the requirements specified in ISO/IEC 20000-1 if
it does not provide or operate at least some of the services, service components or processes within the
scope of the SMS.
ISO/IEC 20000-10 includes the concepts for an SMS, the vocabulary used for the ISO/IEC 20000 series,
and a description of each part of the series and related standards. Guidance is available in other parts of
the ISO/IEC 20000 series including:
— ISO/IEC 20000-2: Guidance on the application of service management systems;
— ISO/IEC 20000-3: Guidance on scope definition and applicability of ISO/IEC 20000-1;
— ISO/IEC TS 20000-5: Implementation guidance for ISO/IEC 20000-1;
— ISO/IEC 20000-6: Requirements for bodies providing audit and certification of service management
systems;
— ISO/IEC TS 20000-11: Guidance on the relationship between ISO/IEC 20000-1 and service
®
management frameworks: ITIL .
Figure 1 illustrates an SMS showing the clause content of ISO/IEC 20000-1. Numbers in parentheses in
Figure 1 indicate ISO/IEC 20000-1 clause numbers. See Annex A for a list of the ISO/IEC 20000-1 clause
number and titles.
Figure 1 — Service management system
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ISO/IEC DTS 20000-14:2023(E)
4.2 Terminology comparison
Table 1 compares terms that are found in either the ISO/IEC 20000 series or the SIAM Bodies of
Knowledge (BoKs) to show the variation in how they are used. This document uses these terms from a
SIAM perspective.
Table 1 — Comparison of key terminology between the ISO/IEC 20000 series and the SIAM BoKs
Term ISO/IEC 20000 series definition SIAM relationship (BoKs)
customer customer SIAM uses customer organization as the
end client to denote the organization
organization or part of an organization
that commissions the SIAM ecosystem.
that receives a service or services.
They also contribute to and receive the
integrated SIAM services.
external supplier external supplier The term "supplier" is not used in the
internal supplier SIAM BoKs. Internal and external sup-
another party that is external to the
pliers are both referred to as “service
organization that enters into a contract
providers”.
to contribute to the planning, design,
transition, delivery or improvement of a
service, service component or process.
internal supplier
part of a larger organization that is
outside the scope of the SMS that
enters into a documented agreement
to contribute to the planning, design,
transition, delivery or improvement of a
service, service component or process.
governance governing body Governance refers to the rules, policies,
processes (and in some cases, legisla-
group or body that has the ultimate
tion) by which businesses are operated,
responsibility and authority for an or-
regulated and controlled. There may
ganization’s activities, governance and
be many layers of governance within a
policies and to which top management
business such as enterprise, corporate
reports and by which top management
and IT. In a SIAM ecosystem, governance
is held accountable.
refers to the definition and application
of policies and standards. These define
and ensure the required levels of au-
thority, decision-making and accounta-
bility.
interested party interested party Stakeholder is a person or group of peo-
ple that have a particular interest in, or
person or organization that can affect,
are impacted by, something.
be affected by, or perceive itself to be
affected by a decision or activity relat-
ed to the SMS or the services.
service integrator service integrator The service integrator is a single, logical
entity held accountable for the end-to-
entity that manages the integration of
end delivery of services.
services and service components deliv-
The definition does not focus on suppli-
ered by multiple suppliers
ers or supply chain but rather the mul-
Note 1 to entry: The role of the service
tiple service provider environment (see
integrator supports the promotion
above: internal and external supplier).
of end- to-end service management,
particularly in complex supply chains,
by ensuring all parties are aware of, en-
abled to perform and are held account-
able for, their role in the supply chain.
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ISO/IEC DTS 20000-14:2023(E)
TTabablele 1 1 ((ccoonnttiinnueuedd))
Term ISO/IEC 20000 series definition SIAM relationship (BoKs)
service provider service provider Service provider refers to both internal
and external service providers ("suppli-
organization that manages and delivers
ers" in ISO/IEC 20000).
a service or services to customers.
top management top management The term "top management" is not used.
Top management in an SMS within a
person or group of people who directs
SIAM ecosystem would be subject to
and controls an organization at the
the leadership and management review
highest level.
requirements in ISO/IEC 20000-1.
5 Introduction to the SIAM ecosystem
5.1 Brief overview of SIAM
SIAM is a well-known, globally adopted management methodology that can be applied in an
environment that includes services sourced from multiple service providers. It describes the SIAM
practices, structures, elements and principles associated with the discipline. It can be used with other
methods, approaches and frameworks.
The SIAM Foundation and Professional Bodies of Knowledge (F-Bok, P-BoK respectively) are used as the
source material for SIAM guidance. The BoKs are non-prescriptive and intended to provide principles
to inform the workings of a multi-provider SIAM ecosystem.
5.2 SIAM model
5.2.1 General
SIAM does not include a specific operating model; instead, it explains that each organization needs to
develop its own model according to its circumstances and based on the layers of the SIAM ecosystem.
Because of this, there is no ideal SIAM model, although some ways of working can be more suitable to
particular implementations than others. However the customer organization chooses to define its SIAM
model, it will include common characteristics.
The SIAM model that an organization adopts can be influenced by several factors including:
— the services that are in scope of SIAM;
— the required outcomes related to specific drivers of the organization;
— the use of proprietary models by externally-sourced service integrators.
Figure 2 shows a high-level SIAM model, including the relationships between SIAM layers, SIAM
practices, processes, functions and structural elements. Each element of the model is further explained
in subsequent clauses.
The diagram is a representation of the many concepts involved in a SIAM model against the backdrop of
the SIAM layers.
The three layers (e.g. customer organization, service integrator, service provider) are shown with the
structural elements on the left (structural elements are described in 5.2.4). Within the three layers,
other elements exist. The service integrator layer includes its specific functions and management of
SIAM practices, as well as interfaces with processes. The service provider layer includes the processes
that are undertaken largely by the providers and that are managed and coordinated by the service
integrator. The service provider would also interface with the SIAM practices.
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ISO/IEC DTS 20000-14:2023(E)
SOURCE: Reference [8], reproduced with permission of the authors
Figure 2 — A high-level SIAM model
5.2.2 The customer organization
The customer organization is the end client that is incorporating SIAM as part of their operational
model. Customer organizations typically contain business units such as human resources, fin
...
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