Service portfolio management Service level management
A discipline that enables organisations to control costs, drive service excellence and mitigate risks to gain increased value from their suppliers throughout the deal/contract life cycle.
Definition
Change management Information security management
Interface with other processes
Financial management for IT services IT service continuity management
Ensuring that the suppliers and their services are managed to support IT service targets and the supplier meets their contractual commitments
Purpose
Obtain value for money from suppliers, ensuring contracts are aligned with business needs, relationship management, managing supplier performance
Objective
Increase in the number of supplier meetings Increase in the number of supplier contracts aligned to business SLA/SLR
KPI
Obtaining value for money from the suppliers and contracts, ensuring seamless quality of IT services by the suppliers, integrate with information security and IT service continuity
Benefits Reduction in the number of service breaches by the suppliers
Formal supplier management process, clear method of communication with supplier, clear demarcation point of the supplier, roles and responsibilities, proper agreement with clear terms and conditions, SLAs satisfying business needs
Policies
Supplier and contract management information system (SCMIS) Supplier and contract performance reports
Output
ITIL 2011 Supplier Management Underpinning contracts
New or change supplier New or updated contracts
A formal contract between an IT service provider and a third party eg. SLA
Basic concept
Supplier and contract management information system (SCMIS)
Integral part of CMS recording all supplier and contract details
Defining new or utilising existing supplier and contract requirement
Evaluation of new suppliers and contracts
Supplier and contract categorisation and maintenance
Establishment of new suppliers and contracts
Change in business needs and strategies New or changed requirements within agreements - SLA, OLA or contracts
Trigger Input
Management of supplier and contract performance
Process Contract renewal or termination
Periodic supplier performance review Change in financial strategy
Maintaining supplier and contract management information system - SCMIS
ITILÂŽ is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Prepared by Processus Pty Ltd. Š All rights reserved
www.processus.com.au