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Representative POMs are described for Provider Integration and Governance at each level of maturity.

1Initial

• Practice

  Rely on the best endeavours of available personnel.

2Basic

• Practice

  Define and document the most important interfaces between the IT function and the provider(s).

  Outcome

  IT managers have some oversight over the performance of providers.

  Metric

  % of provider partnerships with documented interface.

• Practice

  Agree some regular monitoring based on the most important KPIs.

  Outcome

  A basic governance process begins to emerge.

  Metric

  % of providers having governance KPIs in place.

• Practice

  Agree some basic level of provider integration and governance.

  Outcome

  Providers are individually managed albeit from a distance, by the appropriate IT manager(s).

  Metric

  % of providers with agreed governance model.

3Intermediate

• Practice

  Establish a governance model for the provider partnership.

  Outcome

  Clear roles and responsibilities can be derived from the governance model.

  Metric

  % of decisions adhering to the governance model.

• Practice

  Establish a set of monitoring KPIs (including provider performance measures).

  Outcome

  A consistent governance system is established

  Metric

  % of providers having governance KPIs in place.

• Practice

  Furnish providers with information on IT's business processes.

  Outcome

  Providers have a general understanding of their responsibilities for inputs to/outputs from the business processes.

  Metric

  % of providers with agreed governance model.

4Advanced

• Practice

  Ensure a governance model is widely adopted across the organization which recognizes that provider interrelationships need to be managed.

  Outcome

  The interrelationship of providers is reflected in the governance model.

  Metric

  % of providers integrated in a multiple provider governance model.

• Practice

  Establish and consistently agree with provider(s) a comprehensive set of KPIs.

  Outcome

  There is a comprehensive monitoring and management structure established for provider governance.

  Metric

  % of providers having governance KPIs in place.

• Practice

  Consider service integration issues and inter-provider relationships in multi-Sourcing situations.

  Outcome

  Providers co-operate with one another within the framework of the IT governance model and business processes.

  Metrics

  • % of providers signed up to multi-provider agreements.
  • % of providers fully integrated with the organization governance model.

5Optimized

• Practice

  Review and update the IT governance model and business processes in light of its experience with providers.

  Outcome

  The governance model for the provider relationship considers the existing provider network.

  Metrics

  • # of reviews conducted yearly.
  • % of actions completed arising from a review of the Sourcing governance model.

• Practice

  Continually review and adapt governance KPIs to documented objectives and expectations for Sourcing.

  Outcome

  Reviews are carried out against the Sourcing objectives, the scope of services/processes being evaluated, and the Sourcing decision integration and governance alignment.

  Metric

  % of providers with fully integrated KPIs that allow evaluation of achieved benefits, impact, and business relationship status specified in contract.

• Practice

  Pay particular attention to service integration and to inter-provider governance and processes.

  Outcome

  When the IT function contracts new providers or ends a provider contract, this happens without disruption or risk to the IT function or to the delivery of the IT function's service to the organization.

  Metrics

  • # of issues that relate to the disruption of a process between providers.
  • % of services that are delayed due to integrating a new provider.
  • % completion of actions arising from review of the effectiveness of Sourcing execution.