Maximizing the Value of Multi-Supplier Service Delivery

When an enterprise engages multiple vendors for IT service delivery, it is easy for those suppliers to lack coordination and collaboration among themselves and with the client. This results in an increased number of critical incidents, lack of process visibility, and siloed reporting. The multisourcing service integration model (MSI) is helping enterprises reduce incident resolution time, integrate multiple IT systems, and improve business and supplier accountability. Service providers are leveraging artificial intelligence/machine learning solutions and proprietary IT service management tools to reduce ticket volumes, synchronize service catalogs, and automate business processes.

These trends, and others, are covered in our Multisourcing Service Integration 2021–2022 RadarView™. The report is a comprehensive study of MSI service providers, featuring top trends, analysis, and recommendations. It takes a close look at market leaders, innovators, disruptors, and challengers.

We evaluated 32 service providers across three dimensions: practice maturity, partner ecosystem, and investments and innovation. Of the 32 providers, we recognized 21 that brought the most value to the market during the past 12 months.

The report recognizes service providers in four categories:

• • Leaders: Accenture, Capgemini, Deloitte, HCL, IBM, Infosys, and Wipro
  • Innovators: LTI, Orange Business Services, TCS, Tech Mahindra, and Unisys
  • Disruptors: Atos, Birlasoft, CGI, KPMG, and Mindtree
  • Challengers: Coforge, Fujitsu, Hexaware, and Microland

Figure 1 from the full report illustrates these categories:

“MSI helps enterprises move away from a siloed working structure,” said James Lee, principal at Avasant. “The transition provides a unified view across business value streams and processes, reduces inefficiencies, and increases visibility of business and supplier performance and overall outcomes.”

The full report provides a number of findings and recommendations, including the following:

• • Enterprises face a siloed environment. The adoption of MSI is helping enterprises standardize IT infrastructure library (ITIL) processes, reduce the meantime to recovery, and improve visibility of cost savings.
  • Enterprises are using AI/ML and robotic process automation capabilities in service desks to reduce ticket volumes and incident resolution time. AI/ML solutions enable enterprises to improve customer experience through sentiment analysis and automate event clustering and aggregation.
  • Service providers use proprietary ITSM solutions with predefined templates to help enterprises establish service desks, provide configuration management database solutions for change monitoring, and synchronize their service catalog. These solutions also help integrate tools and reduce service desk response time and outages.
  • Service providers are leveraging a series of proprietary and partner tools to measure supplier performance on a standard set of parameters and provide end-to-end monitoring of IT systems. The supplier performance scorecard provides reports based on the alignment between the supplier’s performance and the business needs.

“Enterprises should look to MSI to improve supplier accountability and standardize business processes.,” said Gaurav Dewan, associate research director at Avasant. “A three-tier governance structure established at operational, tactical, and strategic levels gives greater visibility and better informed decision-making in a multivendor environment.”

The full report also features detailed RadarView profiles of 21 service providers, along with their solutions, offerings, and experience in assisting enterprises in their MSI journeys.

This Research Byte is a brief overview of the Multisourcing Service Integration 2021–2022 RadarView^™(click for pricing).