Service Integration is here Now
Due to multi-sourcing policies, most organizations see themselves confronted with a scattered landscape of ICT Managed Services Providers. Traditionally, different suppliers were selected for infrastructure and applications. Moreover, applications were sourced and divided amongst ERP and non-ERP, core and non-core or merely by technology (Oracle, Microsoft, and legacy, among others).
By moving responsibility for ICT budgets and governance to business owners, the discussion when engaging with and managing Managed Service Provides, will be focused around the value they add to the supported business processes. Accordingly, application management is organized and executed along business process chains ensuring that business KPIs are met.
With the focus on business process chains, we see that the quality of the chain is dependent on ‘the weakest link’. This means that managing applications individually is not enough to guarantee the quality of service for the entire business process chain. This is why end-to-end Business Process Chain Management, along with focus on business KPI’s, is more relevant to the business bottom line than than focusing solely on individual applications with their technical KPI’s like availability and incident response times.
But, due to the multi-vendor policies, applications and infrastructural components supporting an entire end-to-end business process chain are managed by different Managed Service Providers. So, how can one take responsibility for the entire business chain guaranteeing that business KPI’s are achieved?
Enough reasons to introduce Service Integration and 3rd Party Management.
With Service Integration and Management (SIAM), business process monitoring along the end-to-end chain, and state-of-the-art Service Management platforms, one Managed Service Provider can really take responsibility of an entire end-to-end business chain, providing near real-time insights in the status of business KPIs and be pro-active in ensuring that business objectives of a company are realized.