4 Fascinating Findings from the Global SIAM Survey

Recently, a survey was conducted by BCS and EXIN about the use of Service Integration and Management (SIAM) in organizations. The survey was conducted on almost 3,800 professionals across 119 countries drawn from different domains, not just IT. Only 57% of the respondents were from the IT domain. The rest were from telecom, healthcare, energy sectors, etc. The survey was also conducted in large organizations with employees exceeding 10,000 in number as well as small organizations which had less than 100 people. These are the 4 most interesting findings in the survey:

  1. Gaps in Reporting and Audits

As part of the best practice for supplier management, it is important to have the reports in a standard format. About 46% of the respondents did not have reports in standard formats leading to inconsistencies and loss of productivity. About 35% of the respondents had concerns with the reports’ end-to-end performance. An overwhelming number of 70% of the respondents felt that suppliers routinely generate useful reports to their organization.

  1. Supplier Transition Plan

About 40% of the respondents did not have any established transition plan, and yet 85% of the customers felt it is their responsibility to establish such a plan. Not having a transition plan is a big risk that could lead to unavailability of services during the transition process. One of SIAM’s best practices is to establish a well-documented transition plan for all suppliers in order to reduce risks associated with the suppliers.

  1. Multi-sourcing Model

To reduce the risk of single sourcing, organizations should have the flexibility to outsource to multiple vendors. 50% of the organizations had well-established policies for suppliers, but about 25% of them lacked well-established policies. At EXIN, we understand bringing supplier management practices on-board to your company can be a struggle. SIAM provides opportunities to manage the contracts and service level agreements with multiple vendors and understand the vendor dependencies through a technical catalog. SIAM insists on handling vendors through better relationships rather than contracts.

  1. SIAM Training

Usually, service management as a practice is confined to the IT department, and therefore this represents a huge potential to improve the SIAM penetration to other departments in an enterprise. More than 90% of the surveyed respondents felt that effective training and tests on the subject of SIAM will go a long way in ensuring a notable impact of SIAM in an enterprise. At EXIN, we understand the need for training and certification about SIAM. Click here for more information about SIAM training and certification program from EXIN, BCS and SCOPISM.