This document discusses challenges that can arise in multi-sourcing environments where different suppliers are responsible for delivering different components of a service. It identifies four models for structuring service integration - retained, third party, guardian, and prime. It argues that defining clear responsibilities through a service integration manager can help achieve successful outcomes, but commercial and process challenges may still occur if not properly addressed.

1. © 2013 3gamma & Knowledge Bird www.3gamma.com www.knowledgebird.com
© 2013 3gamma & Knowledge Bird
Are you getting stuck in the blame game?
SERVICE INTEGRATION IN A MULTI-SOURCING ENVIRONMENT

2. COPYRIGHT NOTICE:
No part of this document may be reproduced, distributed, stored in a retrieval system or translated into any language, including but not limited to electronic, mechani-
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3. ARE YOU GETTING STUCK IN THE BLAME GAME?
SERVICE INTEGRATION IN A MULTI-SOURCING ENVIRONMENT
Peter Wahlgren, PhD, CEO, 3gamma Aprill Allen, Consultant, Knowledge Bird
of suppliers delivering services, or components of a service,
suggest the pendulum has swung and that we are returning
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had increased by nearly 37% year-over-year (Computer Eco-
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nents and supplier teams together to provide services to
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Success is focused on outcomes, and service level agree-
but you can never outsource accountability.”
– Lt. Colonel (Ret.) Rob Waldman

4. OUTSOURCING IS ON ThE RISE!
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PITfALLS
ThE SERVICE INTEGRATION MODELS
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Type 1 - Retained
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5. Type 2 - Third party
not have a component delivery responsibility, to manage
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Type 3 - Guardian
and this arrangement is appealing to those organisa-
How will your guardian vendor manage its own delivery
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ary approach may introduce debates when each
The commercial ownership and management could
Type 4 - Prime
service delivery, thereby becoming the prime
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ship introduces a commercial challenge, but
teams can focus on providing good service to
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from the management and governance

6. RESPONSIBILITIES Of ThE SIAM
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It must understand demand and supply to be able to forecast and co-ordinate
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AChIEVING SUCCESSfUL SERVICE INTEGRATION
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CONCLUSION
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tractual security and process maturity in place to allow a guardian or prime vendor

7. Authors
Peter Wahlgren -
Aprill Allen
Bibliography

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