Supplier Assessment

It is common for IT departments to be supplemented by a portfolio of Suppliers (or Service Providers). It is also common for these suppliers to have vastly different contracts and service agreements, which leads to a mismatch in customer expectations.

Our Supplier Assessment provides you with an objective, independent assessment on your suppliers capability.

The Supplier Assessment consists of a comprehensive set of questions that touch on several key areas. These areas include:

  • Process
  • Technology and automation
  • Culture
  • Measurement
  • Outcomes
  • Compliance

The Supplier Assessment aims to uncover whether these areas are in balance. Often there is a heavy focus in one area (ie. tools and automation) and insufficient focus in another (ie. culture). This imbalance leads to suboptimal performance.

The Supplier Assessment may be used before contracting with a new supplier, or when you want to evaluate the performance of an existing supplier.

How it works

  • Step 1. Initial free interview to understand your requirements
  • Step 2. Proposal and pricing
  • Step 3. Initiation Workshop with key stakeholders
  • Step 4. Assessment Interviews
  • Step 5. Assessment Surveys
  • Step 6. Analysis and Report
  • Step 7. Presentation of Assessment Report
  • Step 8. Development of prioritised Improvement Plan
  • Step 9. Presentation of Improvement Plan

Step 1. Initial FREE Interview to understand your requirements

Contact us to set up a 1-2 hour appointment so that we can discuss your requirements and expectations. You will get a sense of our ability to understand your challenges.

Step 2. Proposal and pricing

We will provide you with a proposal and quote for your consideration.

Step 3. Initiation Workshop with key stakeholders

We will host an online workshop with key stakeholders, to introduce ourselves and explain the methodology in detail.

Step 4. Assessment Interviews

We will schedule and host interviews with the key stakeholders to work through a series of questions. These interviews will typically be 1-2 hours per stakeholder.

Step 5. Assessment Surveys

We will customise questions on the web-based questionnaire, and send email invitations and reminders to all participants to ensure broad coverage. These questionnaires are binary choice, and are written in unambiguous language.

Step 6. Analysis and Report

Once we have interviewed all stakeholders, collected all the results from the surveys, and reviewed process documentation, we will analyse the data to make sense of what the core issues are. Further interviews may be scheduled to clarify and understand the underlying complexity.

Step 7. Presentation of ITSM Process Assessment Report

Once the ITSM Process Assessment Report has been completed, we will schedule a meeting to discuss our observations, findings and recommendations. This meeting may include all relevant key stakeholders, executives and senior managers, and will be an opportunity for you to challenge the report.

Step 8. Development of prioritised Improvement Plan

Once the ITSM Process Assessment Report has been accepted, we will run another workshop to uncover potential improvements from key stakeholders, and present our own proposed improvements for prioritisation and assigning ownership.

Step 9. Presentation of prioritised Improvement Plan

In this closing workshop, we will present the prioritised Improvement Plan, which describes two streams:

  • Quick Win Improvements, for implementation within 30 days
  • Systemic Improvements, as part of a structured, prioritised Improvement Plan