IT Service Management (ITSM), Service Integration and Management (SIAM) and Enterprise Governance of IT (EGIT)

IT Service Management (ITSM) refers to the set of activities, processes, and policies that are designed to manage and deliver IT services efficiently and effectively. The goal of ITSM is to align IT services with the needs of the business and ensure that IT is delivering value to the organisation while meeting specific service level agreements (SLAs) and maintaining quality. The ITIL® framework describes the functions and practices within ITSM (e.g. Incident Management, Change Management, Request Management etc.)

Service Integration and Management (SIAM) is a methodology used to manage and coordinate multiple service providers and internal teams to deliver integrated, seamless services to the business or end users. It is commonly used in complex environments where an organisation outsources various IT services to multiple third-party providers. SIAM ensures that these services work together cohesively, creating a single, unified service delivery model.

Enterprise Governance of IT (EGIT) refers to the framework and processes an organisation uses to ensure that its Information Technology (IT) systems, services, and resources are managed effectively, aligned with business goals, and compliant with relevant regulations and standards. It is a broader concept than just IT governance, as it involves strategic, operational, and performance management aspects of IT within an enterprise.

At Fresh Tracks our consultants have an unrivalled track record with ITSM, SIAM and EGIT process and operating model design, implementation and management that enable organisations to improve and mature their management of IT services.

Our ITSM, SIAM and EGIT practice develops and promotes best practices, drives improvement and innovation to bring to our customers and focuses on training and knowledge development across the three frameworks

Some of the first Australian ITSM trainers and consultants work for Fresh Tracks. They bring a wealth of real world ITSM implementation experience to help deliver our services which include:

    • ITSM, SIAM and EGIT accreditation and bespoke training.

    • Target state operating model design.

    • ITSM and SIAM process design and tool alignment.

    • Coaching and facilitation of business simulations (‘serious gaming’) e.g. Marslander® and Hollywood Dreams®.

      See our Training page for more information

    • ITSM, SIAM or EGIT target operating model design and design facilitation

    • ITSM, SIAM or EGIT transformation planning

    • ITSM, SIAM or EGIT transformation Management

    • Communication, Stakeholder Management and Organisational Change services for ICT executives, business stakeholders, managers, practitioners and suppliers

    • ITSM practitioners and leaders

    • CSI Managers and/or CSI ‘as a Service’

    • ITSM Office (SMO)

    • Service Integration and Management as a service (SIAMaaS)