A new global survey from Stefanini Group and Scopism reveals that artificial intelligence (AI) is being rapidly adopted within Service Integration and Management (SIAM) frameworks. The 2025 report, launched at the Scopism Service North Conference, finds that 85% of organizations are now using AI in key SIAM processes like incident management, though challenges around integration and data privacy remain significant roadblocks.
85% of organizations now use AI in key SIAM processes like incident management.
The 8th annual Global SIAM Survey gathered data from 232 participants across 34 countries.
Top challenges include integration (74%), cost (64%), and data privacy (50%).
The survey tracks SIAM adoption journeys, benefits, and lessons learned.
SIAM is evolving to incorporate experience management and measure AI ROI.
North America is expected to see rapid growth in SIAM adoption in 2026.
The survey results indicate a significant shift, with AI adoption within specific SIAM areas seeing a notable increase. While the overall use of AI in SIAM models has remained stable, its application in critical functions like incident management has become widespread. However, this technological advancement is not without its hurdles. The report identifies that integration complexities remain the primary challenge for 74% of respondents, followed by cost concerns (64%) and data privacy issues (50%), underscoring the need for careful implementation.
The white paper provides a comprehensive view of the SIAM sector's maturation, detailing adoption journeys, realized benefits, and the skills required for successful delivery. Looking ahead, the survey predicts that SIAM practices will continue to evolve in 2026, with a greater focus on incorporating experience management and a tighter scrutiny of the return on investment from AI spend. The trend is also expected to lead to a rise in "SIAM as a service" offerings from managed service providers.
The collaboration between a global tech provider and a SIAM thought leader brings unique credibility to the findings. “The 2025 survey highlights how AI and automation are reshaping SIAM adoption, but also reminds us that success requires strong governance and collaboration,” said Farlei Kothe, CEO at Stefanini North America, EMEA and Asia Pacific. These insights provide a critical roadmap for organizations worldwide to navigate the convergence of AI and multi-supplier service management effectively.
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.
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.
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