Gartner Research

Optimize Multisourcing Service Integration Using the Right Toolsets to Drive Delivery Excellence

Published: 16 May 2016

ID: G00299368

Analyst(s): Gilbert van der Heiden , Jim Longwood , Chris Matchett

Summary

A key factor in your MSI-SIAM strategy is identifying the right ITSM 2.0 and other toolsets to optimize day-to-day operations management in a multisourced environment. When doing the MSI role or evaluating managed service offerings, sourcing managers should carefully assess toolset requirements.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Ensure Your MSI Function Is Equipped With the Minimum Set of Industry-Proven Toolsets
    • Operational: Tools for IT Operations and Service Delivery Management
    • Tactical and Strategic: Tools for Change, Vendor Performance, Relationship and Contract Management
  • Ensure the Toolsets Used Integrate Together Well
  • Determine When to Use Internal Versus Provider Toolsets and Impacts on Budgets

Case Studies

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