Scopism, the global leader in Service Integration and Management (SIAM) best practices, has released the results of its highly anticipated Global SIAM Survey 2024 in a new white paper, sponsored by Sofigate. This marks the seventh edition of the annual survey, offering invaluable insights into the adoption, maturity, and emerging trends of SIAM across 38 countries. As government bodies increasingly turn to SIAM methods, including a recent tender call from the Home Office, the findings are particularly relevant in today’s rapidly evolving IT landscape.
The survey, which gathered responses from over 250 industry professionals across various sectors and organisational sizes, provides a comprehensive overview of the current state of SIAM adoption. It highlights key trends and challenges faced by organisations in implementing SIAM, as well as the growing role of Artificial Intelligence (AI) within these frameworks.
AI’s Growing Role in SIAM Frameworks
This year’s survey added a series of questions focused on AI’s impact and potential within SIAM frameworks. This shift underscores the increasing interest in leveraging advanced technologies like AI to streamline and enhance service integration processes. Claire Agutter, Scopism’s Director, highlighted the significance of the survey’s findings: “The Global SIAM Survey continues to be an essential resource for practitioners worldwide. The inclusion of AI-related questions reflects the growing demand for innovative technologies in the SIAM space. We look forward to sharing some exciting insights, and we’re grateful to Sofigate for their support in making this white paper possible.”
Sofigate, a Nordic leader in IT service management (ITSM) and digital transformation, has noted that AI is playing a pivotal role in shaping the future of SIAM. Jyri Kosonen from Sofigate explained, “Many ITSM platforms now offer AI functionalities out-of-the-box, particularly for incident and change management. It will be fascinating to see how organisations leverage these capabilities moving forward.”
Aligning Processes to Maximise AI and Automation
Markus Aalto from Sofigate added that the responses from the survey align closely with the company’s experience with customers managing large ecosystems of external services and suppliers. “It’s about having control and ensuring that all players in the ecosystem follow the same rules,” he said. “More organisations are realising that consistent processes are crucial for leveraging AI and automation effectively. IT platforms can enable service delivery, but processes must govern both users and suppliers to ensure AI can learn from data and drive automation.”
Comprehensive Breakdown in the White Paper
The 2024 white paper offers a detailed breakdown of the survey results, shedding light on the benefits and challenges of SIAM adoption, along with the growing role of AI technologies within SIAM models. The report will officially launch on 25th January 2025, with an event hosted by beexecutiveevents.
The white paper is available for download via the Scopism community website. Interested parties can register for the community and access the white paper at scopism.circle.so. The launch of the white paper marks a significant milestone in understanding how organisations are adopting and evolving SIAM practices in the age of AI.
