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Tips to have a Successful Service Integration and Management Process

by: Sarah Joson

Wednesday, April 4, 2012 | Outsourcing News |

Multisourcing is now widely accepted by a lot of organizations for faster and less expensive internal and external operations. It means that two or more providers are engaged to do several segments of a process. More often than not, unavoidable challenges arise and sometimes, project managers wish they have at least come up with a good service management plan before utilizing the multisourced operating model.

Another factor that adds pressure is the cloud adoption. Basic management skills are a thing of the past since the usage of the cloud entails a more complex environment for the entire business. It can put sensitive data at risk and expose the company’s trade secrets. Having the cloud in an operation would also mean all the service providers should comply with the standards of the industry. This is another factor that should be addressed immediately because if one of the suppliers isn’t competent enough industry-wise, it would cause delay and businesses will lose money.

What would make a multisourced operation work properly is the creation of a service integration and management (SIAM) function. It is a management system that dictates which functions should be assigned to each provider. It will also make sure that the providers are doing their part.

Tips for an effective service integration and management function

The Director and Chief Research Officer at Momentum, Hannah Patterson, shares an article at Info.tpi.net that covers five tips which can help create an effective SIAM function.

1. Map it out. Make sure everyone involved knows the role of the SIAM function and how it will be implemented across all business aspects. Identify the scope of the function. This may include not only IT but also facilities and other services.

2. Have a sense of ownership. If you represent a group of service providers or you brand yourself as the hub of several outsourced services, you will be held accountable if one of the service providers under you fails to meet the standards of the client.  

3. Don’t let the SIAM fall into pieces. In large operations, some of the service providers tend to break apart from the entire operation if they are not happy with the setup or if they feel they do not play an important role. It is up to you, the main hub, to keep the synchronization among service providers.  

4. Provide clear contracts. The clauses in your contract should be echoed within the SIAM function so that it would be easier to identify goals and make sure that all parties involved are always on the same page.

5. Be independent. Providers work together to meet the goals, but bear in mind that the integrator of the process serves as the client’s agent that delivers services independently from providers responsible for infrastructure, for instance.

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