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IT Service IntegrationAs IT outsourcing has moved from monolithic contracts with a single supplier to multi-vendor solutions, IT Service Integration decisions are increasingly complex. Whether retained in-house or outsourced to a supplier, determining the right organization to perform a function, the source of tools to manage it, and the process demarcation between Service Integration and Delivery becomes absolutely critical to long-term operational success.
Pillsbury Global Sourcing recognized that the key to achieving service delivery quality in a complex, multi-delivery setting is having an IT organization's service delivery architecture compliment its technology and application architectures. A service delivery architecture describes, within the context of the operating model strategy, which organization is going to be responsible for what processes performed on what services and assets.
Pillsbury has made significant investment in tools and processes that improve our clients' abilities to make Service Integration decisions. Our patented ValueChain methodology, for instance, provides an efficient and effective way to simplify the complexity of a multi-supplier delivery strategy by clearly delineating the allocation of roles between client and supplier(s). The advantages of speed, simplicity and consistency across the enterprise mean that parties spend less time during the contracting process understanding what each party is going to do and more time planning how the parties will interact with each other during the relationship. In our experience, this upfront investment improves not only the transition process but also future operations—and the ultimate success of the deal.