Service Integration and Management (SIAM) is an approach to managing multiple suppliers of services (business services as well as information technology services) and integrating them to provide a single business-facing IT organization. It aims at seamlessly integrating interdependent services from various internal and external service providers into end-to-end services in order to meet business requirements.
Fresh Tracks has significant real-world experience with SIAM operating model design, implementation and management across the following dimensions that all contribute to the full capability:
- People and Organisation,
- Processes and value streams,
- Tools and technology,
- Service Provider alignment,
- Service aggregation and modelling,
- Our consultants are able to demystify SIAM and make it real.
SIAM®
Our SIAM related services include:
- Current state SIAM assessments (including repeatable capability-maturity assessment).
- SIAM training.
- Target state SIAM operating model design.
- SIAM process design and tool alignment.
- SIAM transformation planning and management.
- SIAM resourcing.
ITSM (IT Service Management)
Information Technology Service Management (ITSM) are the activities that are performed by an organisation to design, plan, deliver, operate and control information technology (IT) services offered to customers and users of those services.
Fresh Tracks consultants have an unrivalled track record with ITSM process and operating model design, implementation and management across the following dimensions that all contribute to the full capability:
- People and Organisation,
- Processes and value streams,
- Tools and technology,
- Partner and Provider alignment.
Some of the first Australian ITSM trainers and consultants work for Fresh Tracks. They bring a wealth of real world ITSM implementation experience. Over the years, our consultants have been able to leverage and integrate new and emerging practices in our ITSM consulting services, including agile, DevOps, Portfolio, Project Management and ICT Governance practices and frameworks such as SCRUM® and SAFe®.
Our ITSM related services include:
- ITSM current state assessments (including repeatable capability-maturity assessment).
- ITSM accreditation and bespoke training.
- Target state ITSM operating model design.
- ITSM process design and tool alignment.
- ITSM transformation planning and management.
- Coaching and facilitation of business simulation (‘serious gaming’): Marslander® and Marslander Online®.
- ITSM resourcing.