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• Service Integration
• How can we help?
  • Agreements
    • Creating xLAs
  • Members
• What is SIAM/SMI/SI/MSI?
  • SIAM independency
  • Key Elements of SIAM
  • Benefits/pain of SIAM
• Why implement SIAM?
  • SIAM takes ITIL...
  • Ask yourself....
  • The Process to followed
  • The Business Solution
  • The Benefits of a SIAM implementation
• The early days
  • Reasons Why Companies Outsource
  • Avoid pitfalls in outsourcing IT
  • The Business Problem
  • The complexity presents several challenges for the enterprise
• Services and definitions
  • Service Definition Introduction
  • Is It a Service?
    • The Service Definition Process
    • Service Definition Qustions and Checklist
    • Service vs Process
• Services and Measurement
  • SERVQUAL
  • Output vs Outcome
  • Measurements
  • Watermelon Effect
  • ITSM Objectives
• Better Customer Service Experience
• Fine Print
  • Certificates
• Parloir