Service Integration and Management (SIAM)

Effective multisource service integration and management in the cloud age

IT delivery is evolving from a traditional on-premises model to a hybrid model combining cloud and traditional IT. Organizations are using a variety of sourcing approaches for this new dynamic, from full outsourcing to multisourcing to brokerage. For multisourcing scenarios, having an effective governance model for managing diverse providers and subcontractors is a critical success factor.

Because service integration has always been a key part of CGI’s IT outsourcing delivery model, we have a proven operational model for multisource service integration/service integration and management (MSI/SIAM) in the hybrid IT and cloud age.  

Operational Model for MSI/SIAM 

CGI's MSI/SIAM Reference Model

Based on our experience, there are a number of ways we can support your enterprise’s journey to an effective MSI/SIAM model.

MSI/SIAM advisory services

CGI can help build an MSI/SIAM blueprint and roadmap in collaboration with your stakeholders and ensure it is correctly managed and implemented.

MSI/SIAM function management

CGI can operate some or all aspects of the MSI/SIAM function in the following ways:

  • CIO agent: Serve as the CIO’s agent in managing IT providers and day-to-day delivery of services, as well as long-term transformation
  • Management structure: Provide a management structure that supports IT leaders and users and promotes open communication, accountability, problem resolution and alignment with business goals
  • Operating-level agreements: Implement comprehensive operating-level agreements (OLAs) defining how service providers will deliver services, interact to implement changes and resolve differences, report their activities and are managed by the MSI/SIAM function
  • Expert services desk: Operate an expert services desk to provide a single point of contact between users and service providers

Our MSI/SIAM experience has taught us how to operate effectively within this environment. We understand the framework and how to get the best out of it. As a result, we can support nearly any MSI/SIAM role.

Transitional MSI/SIAM

CGI also can help clients build the skills necessary to run their own MSI/SIAM function. We can transition our operation to them once they are ready to run it themselves.