Executive Summary

Increasing complexity of technology and global services is driving buyers to relook at their Service Integration and Management (SIAM) strategy. Despite sourcing services (internally or externally) for a long time, buyers still rely on fragmented SIAM to manage these engagements.

Implementing a successful SIAM strategy requires transformational appetite. There are significant drivers for implementing a SIAM program, however, key risks need to be addressed and mitigated. Buyers need to streamline the change management required, invest in process transformation, and create collaborative relationship management.

With growing complexity of the technology landscape, demand for business agility, cost pressures, and next-generation services, a SIAM strategy will become critical to the overall service landscape.

As buyers try to continually optimize their relationships and services portfolio, it becomes imperative to implement a SIAM strategy that enables scalability in delivery, in line with the increasing demand for services, without proportionate increase in the cost of management.

This report explores the challenges in a fragmented SIAM model, the value of a comprehensive SIAM function, key success factors for a SIAM strategy, the risks associated, and potential mitigation measures.

The report analyzes:

• Key challenges in sourcing initiatives
• Tipping point in sourcing and the role of SIAM
• Key challenges in a fragmented SIAM
• SIAM’s role in deriving value from sourcing services
• Success factors and risks associated with SIAM