Accelerated AI Adoption in SIAM: Key Insights from the Global SIAM Survey 2025
Launched at the Scopism Service North Conference in Manchester, UK, the Global SIAM Survey 2025 White Paper reveals a surge in artificial intelligence (AI) adoption within Service Integration and Management (SIAM) processes. The report, sponsored by Stefanini Group—a global leader in digital transformation and AI solutions—and conducted by Scopism, a pioneer in SIAM best practices, provides unparalleled insights into the state of SIAM adoption, maturity, and emerging trends worldwide.
The survey, now in its eighth year, draws on responses from 232 participants across 34 countries, representing a diverse range of industries and organizational sizes. Among its key findings is the widespread integration of AI into SIAM models, with 85% of organizations reporting its use in critical processes like incident management. Despite this rapid adoption, the report highlights significant roadblocks, including integration challenges (74%), cost concerns (64%), and data privacy issues (50%).
AI’s Growing Role in SIAM
The study underscores how AI and automation are reshaping SIAM practices globally. While overall AI adoption in SIAM has remained stable, its deployment in specific areas has skyrocketed. For instance, AI is now a cornerstone of incident management, enabling faster resolution times and improving service delivery. This trend reflects organizations’ growing reliance on AI to enhance operational efficiency and deliver seamless, integrated services in complex multi-supplier environments.
However, the report also emphasizes that successful AI implementation requires more than just technology. Strong governance frameworks and cross-functional collaboration remain essential to overcoming integration hurdles and ensuring alignment between suppliers, clients, and stakeholders. As Farlei Kothe, CEO of Stefanini North America, EMEA, and Asia Pacific, noted, “At Stefanini, we believe SIAM is critical to enabling organizations to deliver consistent, integrated services. The 2025 survey highlights how AI and automation are reshaping SIAM adoption, but also reminds us that success requires strong governance and collaboration.”
Challenges and Opportunities
Despite the clear benefits of AI, organizations face significant challenges in its adoption. Integration difficulties top the list, with 74% of respondents citing this as a major obstacle. Cost considerations follow closely behind, with 64% expressing concerns about the financial investment required. Data privacy remains another pressing issue, with 50% of respondents identifying it as a barrier to broader AI implementation.
These challenges highlight the need for robust planning and strategic investments. Organizations must balance the potential of AI with practical considerations, ensuring they have the right infrastructure, skills, and governance structures in place. The report also explores the timelines and expected benefits for organizations planning to adopt SIAM, offering valuable lessons for those embarking on their SIAM journeys.
Insights for Practitioners and Providers
The 2025 survey delves into the experiences of organizations already using SIAM, providing actionable insights into their adoption journeys, structures, and achievements. It also examines client expectations and the skills required to deliver SIAM successfully, offering guidance for consultancy firms and solution providers. According to Claire Agutter, founder and director of Scopism, “The Global SIAM Survey continues to evolve alongside the community it represents. This year’s results show both the growing maturity of SIAM practices and the real challenges organizations face in adopting new technologies such as AI.”
Claire predicts that SIAM will continue to mature in 2026, with a heightened focus on experience management and return on investment (ROI) for AI spend. “We expect MSPs to respond to these trends with an increased focus on SIAM-related products and ‘SIAM as a service’ offerings,” she added. “SIAM adoption will continue to grow globally, with North America experiencing rapid increases.”
A Glimpse into the Future
The report paints a detailed picture of the evolving SIAM landscape, emphasizing the transformative impact of AI and automation. As organizations strive to navigate the complexities of multi-supplier environments, SIAM emerges as a critical enabler of consistency, efficiency, and innovation. By addressing integration, cost, and data privacy challenges, businesses can unlock the full potential of AI and drive meaningful progress in their SIAM initiatives.
Stefanini Group’s sponsorship of the survey underscores its commitment to advancing the global SIAM community. By providing actionable insights and fostering collaboration, Stefanini and Scopism aim to empower practitioners to overcome obstacles and achieve success in their SIAM journeys.
About Stefanini Group
Stefanini is a Global Tech Consulting Company that offers a wide range of solutions with a co-creative approach and a constant focus on delivering results. The company supports organizations in their digital transformation journeys and in achieving operational excellence. With a portfolio fully powered by AI, the Stefanini Group brings together its broad offering across seven business units: Technology, Cyber, Data & Analytics, Financial Tech, Operations, Marketing, and Manufacturing.
About Scopism
Scopism is the home of best practices for service integration and management (SIAM). We support the SIAM community with events, advisory services, and up-to-date resources, including the SIAM Foundation and Professional Body of Knowledge. Through the Scopism SIAM Community, practitioners worldwide can connect, share experiences, and shape the future of SIAM. Learn more: www.scopism.com
