Product Code: IT019-003331
Service integration and management (SIAM) is still in a nascent state. While providers and advisors agree that the discipline is meant to help overcome many of the shortcomings of multi-sourcing contracts, there is neither a commonly accepted terminology nor clarity as to what it should entail.
- Despite all the hype the discipline of SIAM is not the panacea to take complex outsourcing agreements to the next level of efficiency gains and cost savings. The adoption is held back by blurring boundaries between wider notions of service integration and different flavors of SIAM, and by a lack of common terminology.
- SIAM will evolve into an important component of the sourcing tool box, but adoption will be largely dependent on the maturity of sourcing organizations, investments in the retained organization, and progress on the standardization and industrialization journey.
- Most vendor approaches focus on service management tools, while critical behavioral and associated change aspects are addressed more indirectly. This necessitates new approaches to partnerships.
- Assess the evolution of sourcing strategies and in particular of mult-sourcing contracts.
- Identifies the key benefits and challenges of adopting a SIAM approach.
- How will multi-sourcing stragegies evolve?
- What are the learnings and best practices from existing SIAM contracts?
Table of Contents
- Ovum view
- Key messages
Taking stock of multi-sourcing
- Multi-sourcing contracts require further optimization
- Adoption of multi-sourcing will accelerate
Deconstructing Service Integration
- Lack of commonly accepted terminology reflects nascent state
- Service integration and SIAM need to be approached in the context of
standardization and industrialization
- Sourcing advisors are jockeying for position
Feedback and best practices from extisting SIAM engagements
- Capgemini is the most vocal service provider promoting SIAM
- Aligning service integration with customer requirements (and
misconceptions) - the sourcing advisor view
- Integris Applied
- Diverging approaches by service providers underline nascent state of SIAM
- Recommendations for enterprises
- Recommendations for vendors
- Further reading
- Ovum Consulting
- Figure 1: Outsourcing contracts due to expire by the end of 2015 with TCV
- Figure 2: UK Cabinet Office Service Management Model
- Figure 3: Continuum of SIAM services