IT Supplier Management Toolkit
From principles to activities : How to manage your IT supplier
Number of words/number of pages (approximate)
3000 words / 40 pages, and 40 slides Training Documentation
The Text Type
Implementation and training guide
The management of suppliers is a critical success factor for IT Service Delivery. Often it’s one of the weakest links in the value delivery chain. Organizations should be aware of best practices to manage suppliers by ensuring value for money and seamless quality of IT Services to the business while minimizing associated risks.
Managing suppliers covers the whole lifecycle of the supplier relationship; starting from the need to contract conclusion including implementation and enforcement of supplier policy, development and agreement of various types contracts, supplier and contract categorization, risk management, contract review and renewal/termination, management of suppliers and supplier performance, maintenance of standard contracts and improving suppliers.
The toolkit will provide easy to use templates to design, document and apply practices of IT supplier management. The toolkit is based on several good practices such as ITIL, COBIT, ISO27001, ISO20000 and is also reflecting our hands on experiences we have gathered while working with our clients distributed in various industries. The toolkit will provide useful information for all kind of supplier services covering infrastructure/application support, project management and application development, outsourcing and contracted human resources. The toolkit also helps organizations for preparing related audits, also it may provide auditors an insight of the practice details. There is also a questionnaire for as self-assessment purposes to identify improvement areas.
The toolkit is supported by our consultants via unlimited e-mail and direct communication using skype. Our primary goal is to ensure a better understanding and usage of the toolkit. The direct communication support is limited to 30 minutes.
Almost all big companies work with IT suppliers that have a great impact to their business outcomes. Not only outsourcing and support services, high budget projects rely on effective IT Supplier Management.
While working with our clients we have observed many weaknesses and risks mainly because the awareness and knowledge were missing. They usually do not assign the resources to manage this process properly and accountability is not defined.
Usually the roles dealing with the supplier on a daily basis is not aware of the content of the contract. Weak contract clauses also form significant risks.
We aim to provide tools and checklists to close the gaps we have observed.
• Professionals working in the procurement and contract management departments
• IT professionals such as project managers and service delivery specialists working in various levels who are contributing in the development of contracts, managing the day to day relations with the suppliers and also managing the services of the suppliers.
• Consultants who design or assess the IT Supplier management process
• IT Managers, CDOs, CIOs who see weaknesses and want to improve their capability
• Auditors planning to audit the process
• IT Governance Executive/Manager
• IT Audit Executives
• IT Quality Professionals
• IT Managers / Directors
• Contract Managers
• Procurement Specialists
• IT Line Managers and Specialists.
This toolkit will help readers to design, implement, improve, assess, audit the IT Supplier Management processes by using templates and checklists. There is also a presentation included for training purposes.
Any ITIL/IT Governance implementation toolkit may include some similar books/toolkits. We believe that we provide a much detailed approach covering hands on experiences with mail/verbal support to each purchaser. As a previous toolkit user, we believe that individual support is essential for the purchaser.
The toolkit is supported by answering and discussing questions via mail (un-limited) and / or skype communication (30 mins). This will improve the value of the toolkit
The toolkit will be reviewed and updated annually.
Template for supplier policy
IT Supplier Management Process Documentation template (purpose, input/output, activities, roles&responsibilities, integration with other processes, RACI, KPIs etc)
Template for Supplier and Contracts Catalogue
Example for a Supplier and Contract Management Information System
Sample Structure for Supplier and Contract Categorization
Checklist for various contract types (IT Outsourcing, Project, Application Development, Service Support Contracts, Contracted Human Resources)
Checklist for RFP (Request for Proposal)
Template for Supplier Risk Assessment
Supplier Risks Catalogue
Template for identification of business needs including business case
Template for new supplier evaluation
Example of Suppliers Improvement Plan
Template for monitoring supplier’s conformance to contractual terms
Template for formal reviews of supplier services
Example for Supplier Satisfaction Survey
Questionaire for process assessment and identifying improvement areas
Supplier Management Training Documentation
The toolkit can be ordered by sending an e-mail to firstname.lastname@example.org