Service Integration
Service Integration and Management (SIAM) or Multi-Sourcing Integration (MSI) is an approach to managing multiple suppliers of services (business services as well as information technology services) and integrating them to provide a single business-facing IT organisation. It aims at seamlessly integrating interdependent services from various internal and external service providers into end-to-end services in order to meet business requirements.
The vertical and horizontal coordination of people, processes, tools, technology, data and governance across multiple suppliers, to ensure efficient, predictable and flexible delivery of end-to-end services to the business user to maximize business value
IT outsourcing is the use of third-party resources to provide facilities and perform functions/services historically performed by internal IT personnel.
Historically, IT organizations have outsourced their service provision to a single managed service provider.
Many IT organisations are now outsourcing portions of their services to scale to meet business needs, lower the cost of services, or drive innovation. Yet, many of today's outsourcing models have failed to deliver against expectations.
To make multisourcing arrangements effective, customers must get suppliers to work together, both from the commercial and operational standpoint. The services integration layer, comprising elements of process, tools, service-level agreements, and related structures, is absolutely critical to the success of these arrangements
Service Integration and Management (SIAM) is a model to create a service integration layer to manage interdependent services from multiple internal and external vendors.
Service Integration models have been around awhile, but are evolving from the challenges of managing a small number of large service partners to a model of managing a larger number of smaller partners.
As the services and businesses become more critical or complex, the level of service integration becomes deeper. SIAM builds on the ITIL® framework, and expands it.
Multi-sourcing organizations need to be able to manage business demand and develop a service portfolio in alignment with business requirements.