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Managing sourcing relationships for both clients and vendors can be straight forward and functional or tricky
and sometimes very painful after the contract is signed. Many times what was in the contract gets misinterpreted
by the vendor or the client and causes ongoing grief and ineffectiveness of the arrangement for both parties.
The SourceX™ Service Management Module looks to mitigate the risks in the management of the relationship between
the parties involved.
The SourceX™ Service Management Module provides:
- Integrated Relationship and Service Provision Information Management System
- Supports the end-to-end process - from idea to outcome!
- Real-time Benefits, Service and Risks Management
- Executive Dashboard - know how your relationship is doing
- Enables compliancy with service levels, deliverables, standards, terms & conditions
- Facilitates alignment of service provision, business requirements / corporate objectives, and best practices
Information Management System Functions
Governance Definition and Management - The system allows for the creation of appropriate governance structures to
perform the management and service delivery oversight and alignment functions. The system can use eight (8)
default structures that are core to alignment and integrated risk management methodology or can be configured to
use client specific structures.
Base Deliverables & Service Levels Definitions - The term "base" implies that the service and service levels
are subject to change at any time by the management structures in place and therefore must be tracked and kept up
to-date. The system allows for the creation and management of "base" deliverables as these are amended and changed
throughout the lifecycle of the contract or agreement.
Actual Levels Management - Similarly the system allows for the management of actual performance or results. These
are usually reported by the delivery organization and audited via an independent verification and validation process
(IV&V).
Best Practices Information Management - The system allows for the management of pertinent best practices or industry
norms information relating to areas of service provision and service levels.
Assets Management - The system allows for tracking of all human resources and non human resources assets involved in
the relationship or service provision.
Agreement Documentation - The system allows for the management of the agreement documents and amendments.
Outcome & Benefits Management - The system allows for the management of outcome information and the associated
Benefits Realization Factors (BRF®). BRF® are factors without which benefits cannot be harvested.
Risk Management - The system provides for enhanced and continuous risk management function.
Oversight and IV&V Management - The system allows for oversight submissions and reporting as well as independent
verification or validation information to be stored, managed, and reported on as required.
Executive Dashboard
The System is configured with a standard dashboard that describes the health of a relationship, a group of similar or
non-similar relationships. The system is cascade-able so that Outcomes can be related to a specific contract (or service
level agreement), or a project (or organization) with several relationships, or even a program or initiative that has
multiple projects with multiple contracts or Service Level Agreements for each.
The system Executive Dashboard displays real time information about the following:
Benefits Realization Factors - How well the benefits realization factors are being managed, enabled or otherwise at risk.
Service Performance - How well the service provider is performing against agreed to service provision and
service levels. The system allows the flexibility to monitor performance based on user defined categories of
performance (i.e. meet or exceed, under perform, not acceptable, etc.).
Risk Management - How well the risks are being managed. The system allows the flexibility to monitor performance based on user defined categories of performance (fully managed, being managed, at risk, not being mitigated, etc.).
The executive dashboard has a "drill down" capability that allows "onscreen" summary reporting relating to any group of
information visible on the screen.
Reporting
The system has a series of standard reports that can be configured and customized to address any unique requirements. Standard reports include:
- Governance Structures Management Reports
- Service Level Management reports showing performance against "contracted" and against best practices
- Risk Management Report
- Benefits Realization Reports
- Assets reporting relating to current state, initial "as is" state, base case, baseline case
Service Management Module -- On-Demand Version Releasing 2009
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SilenceIT Inc.