Managing IT services in a multi-supplier world
Most organisations no longer run IT services alone. Cloud platforms, managed service providers, SaaS vendors and internal teams all contribute to the services the business sees. Two approaches help keep those services reliable and accountable:
- SIAM (Service Integration and Management) coordinates multiple service providers so they act as one, business-facing IT organisation.
- ISO/IEC 20000-1 sets the requirements for a certifiable Service Management System (SMS), so a service provider can prove its service management is controlled and improving.
Both build on ITIL concepts. If you are new to IT service management, start with our ITIL certification path.
The four courses compared
| Course | Focus | Best for | Exam |
|---|---|---|---|
| SIAM Foundation | SIAM concepts, roadmap, roles and responsibilities, practices, processes, challenges and risks | Service managers, project and programme managers, supplier and relationship managers | 40 questions, 60 minutes, 65% to pass, closed book |
| SIAM Professional | Applying SIAM across Discovery and Strategy, Plan and Build, Implement, and Run and Improve | Experienced service, sourcing and integration leads | 40 questions, 90 minutes, 65% to pass, advanced level |
| ISO 20000 Lead Implementer | Planning, implementing, monitoring and improving an SMS | Service delivery managers, ITSM process owners, consultants | 50 questions, 90 minutes, online, 66% to pass |
| ISO 20000 Lead Auditor | Planning, conducting and closing SMS audits | Internal and external auditors, ITSM assurance teams | 50 questions, 90 minutes, online, 66% to pass |
The SIAM courses prepare you for the BCS EXIN SIAM certifications. SIAM Professional requires accredited SIAM Professional training.
SIAM vs ISO 20000
| SIAM | ISO/IEC 20000-1 | |
|---|---|---|
| Type | Methodology and body of knowledge | Certifiable international standard |
| Question it answers | How do we integrate many suppliers into one service? | Is our service management system controlled and improving? |
| Who uses it | Organisations sourcing services from multiple providers, and service integrators | Service providers, internal IT and managed service providers |
| Outcome | A working multi-supplier operating model | Organisational certification |
They work well together. A service integrator can use SIAM to coordinate suppliers and ISO 20000 to prove its own service management meets an international standard.
Which course should you take?
| Your goal | Course |
|---|---|
| Understand multi-supplier service management | SIAM Foundation |
| Design and run a SIAM model | SIAM Professional |
| Certify your organisation's service management | ISO 20000 Lead Implementer |
| Audit service management systems | ISO 20000 Lead Auditor |
| Build ITSM fundamentals first | ITIL Foundation |
Frequently asked questions
Do I need ITIL before SIAM?
There are no formal prerequisites for SIAM Foundation, but knowledge of IT service management terminology, such as ITIL Foundation, is helpful.
Is SIAM Professional harder than Foundation?
Yes. SIAM Professional is an advanced-level exam focused on applying SIAM across the four stages of the SIAM roadmap, and it requires accredited training.
What is the difference between ISO 20000 and ITIL?
ITIL is a best-practice framework for service management. ISO/IEC 20000-1 is a certifiable standard that sets requirements an organisation's service management system must meet. ITIL practices can help you meet ISO 20000 requirements.
Can an organisation be certified to SIAM?
No. SIAM is a methodology. Individuals can be certified, and organisations can certify their service management against ISO 20000.
What is the ISO 20000 exam format?
50 multiple-choice questions in 90 minutes, taken online, with a 66% pass mark.
Is training available online?
Yes. WiseLearner runs live, instructor-led online batches for all four courses, plus corporate batches.
Integrate your services
Choose the course that fits your role, or call +91 99084 55513 for advice and the next batch dates.
