The Service Integration and Management (SIAM) is the function/capability put in place to manage multiple IT suppliers, and potentially internal functions, and integrate their services to deliver a seamless end-to-end service to the business.

Many organisations have tried to outsource the SIAM function to a service provider, and indeed some suppliers have developed SIAM service offerings. However, in our experience there are a number of challenges in outsourcing a SIAM function and we believe this function is better provided in-house.

This paper (second in a series of three) explores the challenges of implementing the SIAM function and recommends an in-house SIAM delivery model (internal or hybrid).