Chapter 7: Service Value Chains and Integration

This chapter details the Service Integration and Accountability Model (SIAM) to map end-to-end service value chains. It explains horizontal accountability between providers and guides readers in establishing Service Level Agreements (SLAs) using a case study,.

Learning Objectives

By the end of this chapter, you'll be able to:

Explain service value chains and their importance for end-to-end delivery
Construct a SIAM diagram showing service integration and dependencies
Distinguish horizontal accountability from vertical accountability
Identify service level agreement requirements from integration patterns
Analyze multi-organization service delivery patterns

Key Concepts

ArchiMate ConnectionQuestions to answerThe problemWhy it's wrongThe fixvertical accountabilityFor Novara License IssuanceIntegration requirementshorizontal accountabilityPSAMSIAMservice value chain

Self-Assessment

0/5 completed

Before moving to the next chapter, ensure you can:

Explain what service value chains are and why they matter for end-to-end deliveryConstruct a SIAM showing services, providers, dependencies, and flowsDistinguish horizontal accountability from vertical accountabilityDerive SLA requirements from SIAM dependenciesModel multi-organization delivery including shared services and partners

Reflection Questions

Apply these concepts to your own context:

1. Think about a service you've recently used. Can you trace the value chain from your request to the final delivery? Where were the handoffs? Where might things have gone wrong?

2. How clear are horizontal accountability relationships in your organization? Do providers have SLAs with each other? What happens when integration fails?

3. If you were designing a new service delivery channel, how would SIAM help you understand the integration requirements?