Service Integration and Management

Effectively manage multiple IT suppliers and integrate services.

Multisourcing is a great way to obtain industry-leading services and create and support IT change that fosters growth, innovation and competitive advantage. Managing multiple suppliers, however, means more complexity and inconsistent service integration across IT processes, support tools and governance. This can lead to higher costs, greater risk to your enterprise, and ultimately, lower satisfaction with IT performance.

Multisourcing adds challenges that are not addressed by traditional sourcing and vendor management practices, including:

Operational. Poor visibility into end-to-end performance, recurring service integration problems, and lack of incident ownership and finger-pointing among suppliers lead to inconsistent service levels and dissatisfied users.
Tactical. Siloed supplier management slows problem resolution and change management, leads to responsibilities not being assigned properly, and handoff and collaboration problems.
Strategic. Difficult-to-measure value and the return on investment (ROI) of cross-supplier service integration make it challenging to align suppliers to your business requirements instead of vice versa.

World-class SIAM services

With DXC Service Integration and Management (SIAM), you can position IT as a competitive asset and business advantage.

DXC service integration services provide the quality and control to measure supplier performance against service levels to drive your key performance indicators (KPIs). Our Service Integration and Management Advisory and Transformation Services help you establish strong service integration policies and frameworks for multisupplier operations and governance, providing complete visibility into your outsourced operations and business processes. DXC SIAM services will help you:

Drive high-quality service delivery through service integration best practices and alignment with global standards
Reduce multisupplier complexity, cost and risk — enabling you to concentrate on business outcomes
Align suppliers to your business objectives, goals and operating rules
Reduce time to resolution for cross-supplier business processes
Lower costs by reducing redundancy and optimizing service delivery

DXC Technology’s service integration solution provide a multisupplier hybrid IT operations and service model for governance, performance management, and service level coordination across IT services and business processes. DXC Service Integration and Management provides:

A service coordination team for single point of service integration accountability across suppliers
A single point of escalation for multisupplier service incidents and disputes
Alignment of service levels across suppliers for multisupplier IT services
Standardized onboarding and offboarding processes for suppliers participating in multisupplier IT services
Automated end-to-end visibility across suppliers via the DXC Service Integration and Management module for ServiceNow

DXC Service Integration and Management will help your organization increase service quality, decrease the number of critical incidents and ensure faster incident and problem resolution. It also provides consistent SLAs and quality measures, ensuring better coordination of complex changes to make sure your suppliers align with your business goals. This reduces cross-supplier finger-pointing and defines clear roles and responsibilities that synchronize with your supplier/service integration and collaboration metrics.

Your enterprise will improve process efficiencies with Service Integration and Management tooling and automation, enabling true end-to-end service integration and faster service to drive business innovation.

Why choose DXC?

Multisupplier expertise. As a technology-neutral IT service integration vendor, DXC has deep IT supplier relationships across the services life cycle to help you align suppliers’ service delivery to your business needs.

Flexible options. Choose from a set of defined advisory and service integration packages that can be tailored to your specific requirements. Alternatively, select specific targeted operational processes needing immediate focus. Options include SIAM QuickStart Advisory, SIAM Critical Incident Coordination and Cause Mitigation, SIAM Operational Excellence Package, SIAM IT Consumer Package and SIAM Custom Package with Business Value Add-ons.
ServiceNow optimization. DXC’s industry-unique service integration coordination module for ServiceNow provides automation and an integrated, centralized dashboard for visibility into cross-supplier IT and business services. Alternatively, DXC SIAM can work in the IT service management environment of your choice.
Investment protection. Align to industry standards such as ITIL and IT4IT, which helps future-proof your multisupplier solution and provide investment protection.
Transformation with minimal risk. Use predefined processes to accelerate your transformation. Embark on your SIAM journey while maximizing benefits with minimal risk.

A trusted advisor to lead the way

DXC provides transformation oversight to customers by acting as a trusted advisor to the C-level suite. DXC expertly guides discussions regarding the IT operating model (people, process, organization, technology) to develop the hybrid operating strategy, with the goal of aligning the digital transformation strategy to business needs. DXC coordinates internal cross-practice collaboration while ensuring consistency with customer and DXC architectures and strategies.

Additionally, DXC deploys experienced, trained staff with relevant skills and qualifications to support sevice integration and management. Our deployments align to the ITIL version 3 framework through certification to ISO 20000-1:2018, as well as align to the IT4IT framework (a value chain approach to the IT operating model).

DXC and ServiceNow

DXC worked closely our partner ServiceNow on DXC’s centralized SIAM dashboard and automation of Service Integration and Management processes available through the service coordination module for ServiceNow.

This innovative technology helps lower management overhead costs, improve service integration and quality and track service provider performance. DXC’S global ServiceNow practice has delivered more than 3,300 successful ServiceNow customer implementations worldwide. DXC is a ServiceNow Global Strategic Partner, Gold Sales and Gold Services Partner.