itSMFI 2017 Forum Focus - June Forum Focus ITSMFI

ITSM Zone SIAM Foundation e-learning course. By Michael Imhoff Nielsen, Sofigate and itSMF International. While at Service Manager Dag in the Netherlands March 23 rd I had a talk with Claire and Dave Agutter from ITSM Zone. We talked about SIAM, the SIAM event in Leeds and SIAM education. I was offered to do a test drive of their SIAM e-learning training. This is my review of the training. The description on the ITSM Zone web states: SIAM – Course Completion This fully accredited SIAM Foundation course provides an introduction to service integration and management, including its history, business drivers, roles, challenges and the processes that support SIAM models. It is suitable for anyone working in, or wishing to work in, an organization using SIAM management practices. This may sound like an awful lot, but since each module is between 7 and 15 minutes it’s easy to plan to do part of the training. But (there is always a but) you need to plan for the exercise in many of the chapters. The recommended time spent on exercises varies from 10 minutes up to one hour for one of them. There are 22 exercises in total, two for some lessons and zero for others. Don’t underestimate those. In- cluded is of course a list with suggested answers and a case related to some of the exercises. So the course is intended for anyone dealing with delivering services in a multi sourcing environment with a need to integrate services and control the end-to-end delivery to the business and their users and customers. The training is divided into 21 modules: SIAM – Course Introduction Lesson 1 – Introduction to SIAM Lesson 2 – SIAM Purpose, Value and Drivers Lesson 3 – The SIAM Ecosystem Lesson 4 – SIAM Structures Lesson 5 – SIAM Roadmap Part 1 Lesson 6 – SIAM Roadmap Part 2 Lesson 7 – SIAM Roadmap Part 3 Lesson 8 – SIAM Roadmap Part 4 Lesson 9 – Roles and Responsibilities Part 1 Lesson 10 – Roles and Responsibilities Part 2 Lesson 11 – Roles and Responsibilities Part 3 Lesson 12 – SIAM Practices Part 1 Lesson 13 – SIAM Practices Part 2 Lesson 14 – SIAM Processes Part 1 Lesson 15 – SIAM Processes Part 2 Lesson 16 – Challenges and Risks Part 1 Lesson 17 – Challenges and Risks Part 2 Lesson 18 – Challenges and Risks Part 3 Lesson 19 – SIAM and Other Practices Part 1 Lesson 20 – SIAM and Other Practices Part 2 Lesson 21 – Summary and Exam Preparation 31 itSMFI Forum Focus—June 2017 It’s easy to navigate between the lessons and within the les- sons giving the student the opportunity to repeat any lesson or slides as needed. At the end of almost all chapters there is a little quiz with 4 to 10 questions. You can do those as many times as you like. On the next page is an example of the quiz questions:

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