IVI Framework Viewer

Representative POMs are described for Contract Compliance at each level of maturity.

1Initial

• Practice

  Rely on the best endeavours of available personnel

  Outcome

  There is poor availability and no basis for identifying potential improvements in IT supplier performance.

  Metric

  Historical analysis: stockouts (if data exists).

2Basic

• Practice

  Manage contracts primarily based on price and delivery, with penalties imposed for non-compliance.

  Outcome

  A focus on price and delivery may impact on quality of product/service, and prevents relationships maturing.

  Metric

  % contracts managed vs price and delivery, historical analysis: quality incidents.

• Practice

  Manage all key contracts against limits defined by IT.

  Outcomes

  • There is emerging visibility of IT supplier performance.
  • The business is not involved in defining limits so they may not match business expectations.

  Metric

  % limits defined solely within IT, historical analysis: business satisfaction with IT suppliers.

3Intermediate

• Practice

  Incentivize IT suppliers for good performance and quality against agreed SLAs.

  Outcome

  There is improved IT supplier performance and quality.

  Metric

  % contracts managed vs SLAs, historical analysis: quality incidents, availability.

• Practice

  Define SLAs jointly by the IT function and the IT suppliers.

  Outcome

  There is greater focus from IT suppliers and internal staff on achieving performance targets and reduced dependency on individuals' perceptions of performance levels.

  Metric

  % contracts managed vs SLAs agreed by IT and IT suppliers.

4Advanced

• Practice

  Incentivize key IT suppliers for effective communication and alignment with internal processes.

  Outcome

  There is an improved alignment between IT suppliers and internal processes; improved information flow between the IT function, the rest of the business and IT suppliers.

  Metric

  % key suppliers aligned with internal processes, historical analysis: number incidents relating to ineffective communication.

• Practice

  Manage all key contracts against SLAs agreed jointly by IT and the rest of the business with the IT suppliers.

  Outcome

  There is a reduced dependency on individual or departmental perception of IT supplier performance amd improved relationships with IT suppliers and the rest of the business.

  Metric

  % contracts managed vs SLAs, historical analysis: quality incidents, availability.

5Optimized

• Practice

  Incentivize key IT suppliers for innovation and collaboration with other suppliers.

  Outcome

  There is an improved level of collaboration between suppliers as well as innovative products/services.

  Metric

  Historical analysis: product/service innovations, availability of products/services via complex supply chain.

• Practice

  Introduce inter-supplier Operational Level Agreements (OLAs) across IT supply chain where appropriate.

  Outcome

  There is an improved ability to identify process bottlenecks.

  Metric

  Historical analysis: availability bottlenecks.