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Wednesday, March 7, 2012

Relationships with Other Service Management Processes

The following are the processes with which Supplier Management is related to/interacts:

Service Level Management

SLM in relation to the alignment of UCs with SLA and SLR targets, includes the renegotiation of UCs, where possible, to improve performance or reduce service costs and the investigation of breaches and near breaches of SLR and SLA targets because of unsatisfactory performance. Supplier Management will also advise or liaise with SLM in relation to planned contract terminations and key supplier events such as failure, mergers and takeovers. Supplier Management is also a source of information on third-party service costs, which will feed through into IT charges if relevant.

Other Service Management Processes

Relationships between Supplier Management and other Service Management processes include:
• Information Security Management (ISM) to ensure suppliers understand and comply with IT security policy and specific security requirements in their dealings with the organization
• Service Portfolio Management and Service Catalogue Management to ensure that all details of suppliers, contracts and third-party services are accurately recorded and kept up to date. If these details are held with the CMDB, there will be a similar interface with CMS
• IT Service Continuity Management (ITSCM) in relation to contracts held for business continuity services. ITSCM may also contribute to the risk assessment of suppliers by sharing the outcome of Business Impact Analysis (BIA)
• Financial Management to ensure there are adequate finances to cover contractual commitments and for Supplier Management to feed information into Financial Management for budget development
• CSI functions in relation to Supplier Service Improvement Plans, which may underpin the achievement of service improvement targets
• Service Strategy processes in relation to Supplier Policy and Strategy development and the more general formulation of IT strategy
• Service Design in relation to the options for using third-party suppliers to deliver proposed services or to underpin their delivery.
In practice, it is also important for Supplier Management to work closely with business management, finance, procurement and legal services to ensure contracts are managed effectively throughout their lifecycle.

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