Gartner Research

Key Performance Indicators Required for MSI-SIAM Role to Manage Multisourced IT Services Ecosystem

Published: 26 October 2017

ID: G00338300

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


Optimizing performance of multiple service providers in a hybrid IT services ecosystem is complex. Using end-to-end service-based KPIs, sourcing and vendor management leaders can enable the MSI-SIAM role to effectively manage multiple providers to achieve desired business outcomes.

Table Of Contents
  • Key Challenges



  • Driving Individual Provider Behavior to Deliver Contracted Service Outcomes
  • Optimizing End-to-End Service Desk Performance
  • Manage the Supplier Ecosystem as a Team
  • Case Studies
    • Regional Insurance Company in Asia
    • Large Property and Casualty Insurance Company in the U.S.
    • Large Port and Terminal Operator
    • U.S.-Based Healthcare and Pharmaceuticals Company
    • European-Based Pharma Organization
    • Large European Retail Organization
    • Government Agency Uses Shared KPIs to Improve Service Quality

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