AI and Service Integration: Insights from the Global SIAM Survey 2025

In today’s rapidly evolving technological landscape, service integration has become crucial for organizations navigating complex multi-supplier environments. A significant player in this realm, Stefanini Group, partnered with Scopism to release the Global SIAM Survey 2025 White Paper at the recent Scopism Service North Conference in Manchester, UK. This eighth annual report sheds new light on the adoption and maturity of Service Integration and Management (SIAM) practices across various industries.

Key Insights from the Survey

The survey gathered opinions from 232 respondents spanning 34 countries, providing a unique view of the challenges and opportunities in SIAM. Here are the most notable findings:

Growth in AI Adoption

While AI’s integration into SIAM models has remained consistent, specific areas such as incident management show an impressive uptick, with 85% of organizations now utilizing AI solutions. However, challenges persist regarding integration (74%), costs (64%), and data privacy (50%).

Expected Benefits and Challenges for Organizations

The white paper explores anticipated outcomes and obstacles for businesses aiming to adopt SIAM effectively. Among these insights:

• Adoption Journeys: It maps how organizations transition into SIAM practices.
• Client Expectations: It delves into what clients expect from SIAM providers and the essential skills required to meet these demands.

Evolving SIAM Practices

Claire Agutter, founder and director of Scopism, emphasizes that SIAM practices are advancing and needing to adapt to the growing incorporation of experience management. The upcoming years will focus heavily on the return on investment from AI technologies, aiming to assess the value AI delivers across the supply ecosystem.

Expert Opinions

Farlei Kothe, CEO of Stefanini North America, emphasizes the importance of SIAM in delivering seamless services, stating, “The 2025 survey highlights how AI and automation are reshaping SIAM adoption.” He advocates for strong governance and collaboration to ensure the successful implementation of these strategies.

Agutter adds, “The Global SIAM Survey continues to evolve, reflecting the maturity of SIAM practices and the real challenges organizations face in adopting cutting-edge technologies like AI.”

Future Trends in SIAM

Looking ahead, the 2026 landscape promises to see an exponential growth in SIAM adoption, particularly in North America. Managed Service Providers (MSPs) are expected to respond to these trends by offering more SIAM-related products and “SIAM as a Service” options.

Conclusion

The Global SIAM Survey 2025 White Paper is a valuable resource for businesses looking to understand the intricacies of SIAM adoption and the impact of AI. It serves as a guide for organizations planning to enhance their service delivery in today’s multifaceted market. Download your copy here to stay ahead in this evolving field.

In summary, the insights from this year’s survey underscore the critical role of AI and collaborative governance in empowering organizations to adapt to new service integration paradigms. As SIAM continues to mature, businesses must remain agile and informed to thrive in a competitive environment.