Managing today’s hybrid IT environments through an effective MSI/SIAM framework

Governments increasingly are adopting cloud services and transitioning to multi-provider IT delivery models to improve service levels, access specialized technologies and reduce costs. The challenge is that these hybrid environments need a robust governance function to prevent responsibility gaps or overlaps.

One approach is to implement a Multisource Services Integrator/Service Integration and Management (MSI/SIAM) function. The MSI/SIAM serves as a central hub for coordinating and integrating service delivery using a comprehensive governance framework. This provides the necessary rigor for seamless communication and collaboration among the various providers.

An effective MSI/SIAM framework must address the following areas:

• Strategy: The move to multisourcing is transformational and requires a clear and consistent definition of the “as-is” and desired “to-be” states, including the best model for achieving the vision.
• Governance: Good governance is essential for effectively managing multiple relationships. Strong oversight processes define how decisions are made, who makes them, who is held accountable and how the results are measured and monitored.
• Operations: Key roles and processes must be identified and personnel must receive proper training to ensure effectiveness in their roles.
• Technology: A strong technological foundation that automates and integrates multiple, disparate services is another key requirement for an effective MSI/SIAM function.

Another best practice is to provide incentives that encourage ongoing service provider innovation to reduce risks and improve their operations. An enterprise’s service strategy should support service level agreements (SLAs) that set expected outcomes and encourage innovation and ongoing improvement, without dictating the methods providers use to execute their work. SLAs, as well as operating level agreements, should be measured to determine whether each provider is delivering services optimally.

Multisourcing creates a difficult challenge for government CIOs by requiring them to integrate multiple providers in the new environment. Many recognize they don’t have the experience or resources to be effective “services integrators.” A third-party MSI/SIAM provider like CGI can provide CIOs with the support they need to reduce risk and cost in their multisourcing initiatives.