More and more organisations are turning to multiple third-party resources to provide facilities and services historically provided by internal IT personnel.
In order for multi-sourcing to be successful, organisations must be capable of integrating their service providers into a single, cohesive unit, but there is no formal best-practice guidance for service integration and management (SIAM).
SIAM/MSI – An Introduction to Service Integration and Management/Multi-Sourcing Integration for IT Service Management provides clear guidance on the SIAM process, including:
- The merits and benefits of a multi-sourced approach to outsourcing service towers.
- How to align multi-sourced services.
- The challenges of using a multi-sourced model.
- How to determine the IT operating model (with reference to the international standards ISO 38500, ISO 38501 and ISO 38502).
- The different types of service integration models (ISI, ESI and ETSI), and the benefits and challenges of each.
- Aggregating service-level performance.
- A multi-sourcing RFP approach, taking into account structural, operational and governance requirements.
Anyone thinking of moving from a single-source to a multi-source outsourcing model will find their questions answered in SIAM/MSI – An Introduction to Service Integration and Management/Multi-Sourcing Integration for IT Service Management.
About the author
David Clifford is a director of Pace Harmon, an international advisory firm headquartered in the USA. He has contributed to a number of publications about IT service management, writing about ITIL®, service agreements and international standards. He also initiated and contributed to the development, and assisted with the promotion, of EXIN’s IT Service Management qualification programme based on ISO/IEC 20000. He is currently Chair of the BSI committee on IT governance (ISO/IEC 38500), and contributes to the development of the IT service management standard ISO/IEC 20000 and BPO for IT-enabled services (ISO/IEC 30105).
Reader review
“Very good reading material! So good, that I am considering creating this role within my org.”
– Silvia Prickel, United Airlines
Availability
SIAM/MSI – An Introduction to Service Integration and Management-Multi-Sourcing Integration for IT Service Management is available from IT Governance in softcover, Adobe eBook and ePub formats:
http://www.itgovernance.co.uk/shop/p-1842.aspx (UK)
http://www.itgovernanceusa.com/shop/p-1553.aspx (USA)
http://www.itgovernance.eu/p-1198.aspx (EU)
http://www.itgovernance.asia/p-1090.aspx (APAC)
http://www.itgovernancesa.co.za/p-1052.aspx (Southern Africa)