ISG Provider Lens™ Study – SIAM / ITSM 2019 (Overview)

Region: USA and Germany

Service integration & management (SIAM) is a collection of frameworks and best practices encompassing the people, processes & tools required to manage end-to-end services through their lifecycle (service strategy; business demand & interfaces; change delivery; operational management; supplier management), to deliver value to the business in a multi-supplier environment. In the past, many companies outsourced multiple towers to large system integrators and it required some coordination to ensure those service providers were well integrated into the technology landscape of the company, most often on the infrastructure side of the house. In today’s environments, it’s common to see multiple service providers, both large and small, and they are no longer just in the infrastructure space, but also in application development & maintenance (ADM), business process outsourcing (BPO) and in non-traditional spaces such as finance, marketing and legal. The SIAM market is currently undergoing some fundamental changes due to the use of new technologies by solution providers especially in the areas of using big data volumes and new analysis features. As such forward looking maintenance and faster restore of services will lead to higher service qualities. The use of bots and technologies like natural language processing (NLP) completely changes the way services can and will be delivered in the future.


The research phase is between July - September 2018 during which survey, evaluation, analysis and validation will take place. Selected results will be presented to the media in December 2018.

We will roll out the survey on an online platform called Qualtrics. The invites will be sent with links to fill in the responses and submit.

Milestones Beginning End
Launch July 2018
Survey (questionnaire) July 19, 2018 August 23, 2018
Sneak previews October 26, 2018
Content provisioning December 13, 2018 
Press release December 18, 2018