Service integration (SI) is already one of the IT buzzwords of 2013; you might also hear service integration and management (SIAM) which brings in an IT service management (ITSM) perspective. However, just because it is one the most talked about ideas in the IT industry does not mean it is understood.
For now let’s just say that if you could take your E2E IT operations and the complex multi-supplier environment in which it sits and give that pain to someone else to manage while you concentrate on what you do best, on your customers and their needs, then why wouldn’t you? This, in essence, is what pure-play SI is (Stephen – at Forrester we are also speaking to clients about internally operated SI).
Sounds attractive, doesn’t it? The good news is that it can be. The bad news is that my experience to date has shown SI implementation can be a painful experience if those involved are not prepared.
Planning for service integration
The transition to an SI model is a lot easier if time is invested upfront to:
Housekeeping key areas of the IT environment
Engaging a potential SI provider earlier to work with the organization – to help organize and plan for transition readiness.