Category:Supplier Management

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The ITIL Map

Define a vision for your IT organisation that is aligned with the Business.Control your IT expenses!Ensure correct handling of future expectations and requirements.Provide assurance of IT services.Ensure agreement with your customer on services.Guarantee an up to date service menu.Ensure the correct capacity of your services.Ensure the correct avalability of your services.Plan for the unexpected.Ensure appropriate security for your services.Control who delivers to us.Reply to user requests in a service minded manner.Solve the unexpected in the daily operations!Detect and sort activities in your IT infrastructure.Ensure correct access to your services.Fix the unexpected in the daily operations.Reduce mistakes affecting Business.Control the changes to the IT infrastructure.Predicted performance vs. Actual performance.Change services without unexpected downtime.Assure that your service does what is intended.Keep the knowledge in your company!Keep track of how your services are interconnected.Know how to measure your services.Ensure correct analysis of your services.Standstill = Decline!Friendly and helpful single point of contact for your users.Contract between you and your customers.ITILv3 TheMap.png
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Contents

Introduction

A key process in the Service Design life cycle phase

Goals & Objectives

To ensure quality and cost effective services from third party suppliers. To create, review and update Underpinning Contracts.

Terminology

  • Underpinning Contract - A formal agreement on services deliverd by thrid parties. Agreed and negotiated by Supplier manager. Signed or approved by Service Level Manager
  • SCD - Supplier Contract Database

Roles

Supplier Manager - Responsible for maintaining SCD

Scope

The scope of Supplier Management takes into account all suppliers to the IT Organisation and their contracts in relation to services offered to the business.

Activities

  • Maintaining SCD
  • Reviewing and agreeing Underpinning Contracts.
  • Evaluate and select new suppliers
  • Measuring performance of suppliers in relation to services offered from IT Organisation
  • Renewing contracts

Interfaces

  • Supplier Management may be triggered by changing third part suppliers prices, strategies, services
  • Supplier management may be also be triggered by changes in SLAs

Inputs/Outputs

Inputs

  • Contract needs
  • Supplier managing
  • Supplier reviewals
  • Changes in SLAs

Outputs

  • SCD
  • Updated Underpinning Contracts
  • Updated information > knowledge presentation
  • Supplier expert advice

Value to the Business

To make sure the business gets what it is paying for. Supplier Management agrees on services to be delivered and measures these services as necessary.

This should result in optimal service to agreed costs.

Implementation

  • Supplier Management is more often than not introduced to manage old existing contracts or problems/issues with suppliers.
  • A well implemented Supplier Management will ensure good services with good communication and well documented expectations.
  • A well managed Supplier Management has good information on the future strategy of the business.

Challenges to implementation

Flow Chart Model

Tips for exam

  • Questions may arise on who is responsible for agreeing on Underpinning Contracts.
  • Supplier & Contract Database

References and resources

Service Design, OGC

Pages in category "Supplier Management"

The following 2 pages are in this category, out of 2 total.

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