CHAPTER 9: SERVICE INTEGRATION AND AC…

Key Concepts

Characteristics:Use when:DistinguishAnalyzeDesignIntegrateDefinition:DevelopApplyUse

Self-Assessment

0/10 completed

Before moving to the next chapter, ensure you can:

**Create** a SIAM showing services, outputs, and horizontal relationships using proper notation**Distinguish** value chain modeling from process modeling and choose the appropriate tool**Classify** services as stewardship, delivery, or capacity/capability types**Partition** large SIAMs into manageable views using service type or stakeholder-based approaches**Analyze** SIAM for bottlenecks, duplication, dependencies, and gaps**Design** TO-BE SIAM showing optimized service configuration from AS-IS analysis**Identify** shared services opportunities and assess consolidation vs. distribution trade-offs**Define** SLA requirements for cross-organizational service relationships**Establish** governance structures for integrated services across boundaries**Integrate** SIAM with PSAM and PLM for complete program architecture

Reflection Questions

Apply these concepts to your own context:

1. **Map a service value chain you experience as a citizen (e.g., renewing a license, filing taxes, applying for benefits).** How many services are involved that you don't see? Where do you experience integration problems?

2. **Consider a transformation initiative in your organization.** Does current planning consider horizontal service relationships, or is it focused mainly on vertical program logic? What would a SIAM reveal?

3. **Think about shared services in your context.** Which functions are currently distributed that could be consolidated? What organizational barriers would need to be addressed?

4. **Examine cross-organizational service relationships you participate in.** Are there formal SLAs? How is accountability enforced? What happens when one party underperforms?

5. **Consider the tension between consolidation and distribution.** In your experience, when has consolidation worked well? When has it created problems? What determined success or failure?

Chapter 9: Service Integration and Accountability Model (SIAM)

Learning Objectives

Key Concepts

Self-Assessment

Reflection Questions