Today’s IT service model includes a mixture of internal and external providers and suppliers. Aligning multiple service providers to internal operations and measuring vendor performance against contracted service level agreements (SLAs) has created new challenges and complexities.
Large enterprises are adopting the service integration and management (SIAM) model to replace single-vendor outsourcing approaches that have failed to deliver against expectations relative to cost savings, service improvements or innovation. ServiceNow provides end-to-end visibility, reporting and accountability for the services delivered by multiple external providers. With ServiceNow, you can drive standards across providers and evaluate their performance.