Effective vendor management. Darren Bourke Service Delivery Manager Monash University

Transcription

1 Effective vendor management Darren Bourke Service Delivery Manager Monash University

2 What are the current challenges with Vendor Management? Communication Performance Availability / Reliability (SLAs) Change management Relationship management / Partnership

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4 What does an SDM do at Monash? Deliver end-to-end services to support Monash University staff and students, Involved in management of high priority incidents when required, Work with relevant capability teams and vendors to manage services, Manage availability of services and associated SLAs, build and maintain relationships with customers, esolutions and 3rd party vendors, Trusted advisor and point of escalation as required.

5 What are the current challenges with Vendor Management? Does the vendor understand your business? Does the vendor understand how their product/service supports your business?

6 Incident Management Service status Contacts procedure Response time Resolution time

7 Problem Management Does the vendor have Problem Management? How does the vendor communicate progress on problems? Does the urgency match the businesses?

8 Change Management Communications Alignment with business change process Testing Risk and impact

9 Capacity Management Demand Storage Performance

10 Business continuity Disaster recover Recovery Point Objective (RPO) Recovery Time Objective (RTO) Yearly test and published results Response time Resolution time

11 Vendor reporting

12 Contracts Service owners and Business owners rely on: Legal Counsel IT Commercial Management Security Privacy

13 Contracts Matching vendor offering to business requirements

14 Regular Vendor Meetings It is important to have scheduled meetings All levels of the business should meet with the vendor Monash has separate meetings for: Account management Service Delivery / Customer Success Operations

15 Maintaining the relationship It is important to have scheduled meetings All levels of IT and the business should meet with the vendor Monash has separate meetings for: Account management Service Delivery / Customer Success Operations The value of a site visit

16 Peer networking with other customers Reach out to other customers Start a community to share experiences Meet regularly

17 How did Monash manage vendors?

18 Monash Use Case - Introduction Monash tendered for an enterprise software as a service product. A vendor was chosen and a 3 phase deployment was implemented. Service availability and reliability became unsatisfactory during phase 2 during a business criterial period.

19 Monash Use Case - Performance Performance did not meet the SLA The service was unavailable or degraded frequently per month Meetings between Senior University Business Owners and Office of the CIO were held. CIO and 3 key IT delegates visited the vendor interstate

20 Monash Use Case Vendor Improvement IT worked closely with the vendor to: Communicate impact of Service performance Prioritise stabilization activities Improved vendor change management Increased vendor meetings

21 Monash Use Case Business Engagement Meeting with each Business Unit were held frequently: Status reports were provided Feedback captured and added to the issues list Service Improvement was divided into three key categories: Design Performance Use

22 Monash Use Case Meeting the SLA Performance improved slowly over 8 months Business confidence significantly impacted Contract review started 12 months before due date

23 Monash Use Case Lessons Stronger SLA required Better alignment with ITSM processes Better vendor understanding of our key business requirements More vendor meetings Stronger collaboration with other customers

24 How to apply some quick wins in your organisation 1. Review your vendor meetings Frequency and membership 2. Meet with other customers 3. Review your current contract Does the SLA match the business requirements? 4. Review your vendor and customer reports Is the vendor accurately reporting to you? Are you accurately reporting to the business?

25 MONASH esolutions Questions? Darren Bourke (Service Delivery Manager Monash University Twitter: darrenbourkesdm