Global SIAM Survey 2025: AI Use Is Now Mainstream, But Integration and Privacy Are Still in the Way
At the Scopism Service North Conference in Manchester, a new white paper from Stefanini Group and Scopism puts numbers behind what many leaders are seeing on the ground. AI is now embedded in core SIAM processes-especially incident management-yet integration friction, cost pressure, and data privacy risk are the biggest blockers to scale.
The survey gathered responses from 232 participants across 34 countries. It's the eighth year of the study, giving managers a solid benchmark for adoption, maturity, and the next set of moves to make SIAM deliver real outcomes.
Key findings managers should know
- AI adoption is high in specific SIAM areas: 85% report using AI in incident management and other key processes.
- Top constraints: integration challenges (74%), cost concerns (64%), and data privacy issues (50%).
- The research covers expected benefits, timelines, and lessons learned from organizations at different stages of SIAM adoption, plus insights from SIAM consultants and solution providers.
Why this matters for your operating model
Multi-supplier environments magnify handoffs, tooling sprawl, and accountability gaps. SIAM provides the structure to align suppliers, processes, and data. AI amplifies that value, but only if you tighten governance and standardize integration patterns.
The message is clear: won't be enough to "add AI." You'll need shared data models, crisp roles, and measurable outcomes across your supplier ecosystem. That's how you move from pilots to durable gains.
A practical action plan for the next 6-12 months
- Start where AI already pays: incident management. Target use cases like classification, triage, knowledge surfacing, and self-service. Track MTTR, FCR, ticket deflection, and experience scores.
- Fix integration first. Standardize APIs, events, and identity. Align CMDB/asset, knowledge, and telemetry models so AI has consistent inputs.
- Make ROI explicit. Tie AI spend to agreed outcomes across suppliers. Use shared scorecards and outcome-based incentives in your contracts.
- Tighten data privacy and model risk controls. Define data-sharing agreements, retention, redaction, and access boundaries before you scale.
- Strengthen SIAM governance. Clarify accountability (RACI), enforce change gates for new automations, and align SLOs/SLAs with business objectives.
- Upskill the team. Vendor managers, service owners, and SRE/ITSM leads need fluency in AI tooling, prompt design, and privacy-by-design.
- Assess "SIAM as a Service" options from MSPs. Look for outcome commitments, transparent metrics, and integration accelerators-not just tool resale.
What leaders in the community are saying
"SIAM is critical to delivering consistent, integrated services across complex supplier environments," noted Farlei Kothe, CEO at Stefanini North America, EMEA and Asia Pacific. He emphasized that AI and automation are changing how SIAM is adopted, but the winners pair technology with strong governance and collaboration.
Claire Agutter, founder and director of Scopism, highlighted the maturity curve: the community is moving fast, but the hard work is in adopting new tech responsibly. She expects a sharper focus on measurable value from AI investments across supplier ecosystems.
What to watch in 2026
- Experience management will be folded into SIAM practices, making user and service experience data part of day-to-day decisions.
- Boards will expect clear ROI on AI. Expect tighter business cases, baseline metrics, and ongoing value tracking.
- MSPs will expand SIAM-focused offerings, while adoption grows across regions-especially in North America.
How to pressure-test your SIAM and AI readiness
- Can you trace incident flow, handoffs, and automation impact across all suppliers?
- Do you have a single view of service data (incidents, assets, changes, knowledge) that AI can reliably use?
- Are privacy, data residency, and audit requirements baked into your integrations and AI workflows?
- Do contracts and operating rhythms support shared outcomes, not just ticket volumes?
- Are managers and service owners trained to steer AI-enabled processes, not just approve tools?
Download the white paper
Get the full analysis and benchmarks in the Global SIAM Survey 2025 White Paper. It includes detailed data cuts, adoption patterns, and practical guidance for clients and providers.
Download the Global SIAM Survey 2025 White Paper
Upskill your team for AI-enabled operations
If you're building capability across service, vendor, and operations teams, curated AI learning paths can shorten the ramp and reduce project risk.
Explore AI courses by job role
Event context
The report was launched at the Scopism Service North Conference in Manchester, UK, and sponsored by Stefanini Group. Respondents included a broad mix of industries and organization sizes across 34 countries.
Media contact
Vanessa Morais
+1 (248) 688-1121
vanessa.morais@stefanini.com
Your membership also unlocks:
