As businesses increasingly turn to IT outsourcing to deliver cost and service advantages, the IT landscape has grown in complexity. Such advantages are often derived from multi-sourced IT service contracts, frequently delivered from around the globe.

However, these complex IT supplier arrangements bring with them challenges and risks which need to be effectively managed. Service Management Integration (SMI) can play a key role in resolving these complex workforce challenges by managing the work environment and by supplying the processes, tools and operations which coordinate the supplier base, provide the information necessary to enable the client to make the right decisions and at the right times in order to meet continually evolving market requirements.