‘Service Integration’ is the integration of different IT service elements into a coherent set of end-to-end
services bound by Operating Level Agreements (OLAs) and service element Service Level Agreements (SLAs).
The key to implementing a successful IT strategy is a set of well integrated and managed services that will typically range from outsourced through internal to cloud-based services. Such services need to be governed by agreed business objectives and industry-defined & best practice standards.
“Simply put, successful multi-sourcing requires establishing end-to-end visibility, reporting and accountability for services that are delivered by multiple suppliers.” Forrester Research Inc.
Service Integration enables the successful management of the IT enterprise. It is the critical component that unifies the delivery of consistent, quality IT service in today’s globalized multisourcing model.
The benefits of Service Integration
The service integrator provides a service hub to which individual service providers
connect. This hub optimizes the value of IT against existing cost structures, thanks
• Consolidated coordination and monitoring of best-of-breed suppliers for enhanced
overall service quality and control
• Centralized continuous improvement for institutionalizing innovation
• Leveraging the benefits of a modular solution for the business, in order to invest or
divest, with less complex IT implications.
A well-integrated service is now an absolute must for any business wanting to maximize the value of contracted IT services, including those services where cloud computing is a component. It is essential that IT and business leaders establish or maintain an ongoing dialog around Cloud to ensure that the organization realizes the full benefits, as migration moves ahead. This is no longer “just” a better alignment between both sides; it is an acknowledgment that business change and evolving technology have already become inseparable.
Service Integration framework
Value delivered through a well implemented SI:
- Reducing operating costs. By clarifying roles and responsibilities across the IT
- Increasing control over IT service providers. Standard processes and reporting
- Enhancing IT flexibility and responsiveness. The terms for engagement and
- Reducing risk, improving governance & compliance. By implementing uniform