You're juggling various IT service vendors. How do you ensure their seamless coordination?

One thing I have found helpful in my experience is to ensure the communication about the deliverables is very clear across different vendors and vendors should be clear on what they are delivering. Ensuring that all vendors feel responsible for the delivery is another key aspect that is sometimes ignored. Finally, appreciating the better performers and helping the low performers improve will ensure that services will be delivered with quality.

Consider your vendor productivity. Are they efficiently onboarded? Do they share the same collaboration tools? If not time-zone aligned, what are you doing to ensure tasks are seamlessly assigned across dependencies and locations? Also, how do you measure vendor output, and is this consistent with internal metrics?

Além do mapeamento dos fornecedores e suas interdependências com suas respectivas competências o importante é ter KPIs que permitam ver a performance de cada para cobrar melhor as entregas pertinentes ou substituir se necessário.

Identifying the key contributions is very important in prioritising what is expected of the vendors. Setting correct expectations and holding them responsible for set SLAs/KPis is key in making sure the expected services are being delivered without any show stoppers.

O mapeamento de fornecedores é uma prática essencial para garantir que as organiza??es possam escolher e gerenciar adequadamente seus fornecedores de servi?os. As boas práticas baseadas nas frameworks ITIL, COBIT e ISO 20K contribuam para o sucesso organizacional. Destaco: ITIL 1. Identifica??o de Requisitos de Servi?o 2. Gest?o de Relacionamento com Fornecedores 3. Avalia??o de Fornecedores 4. Gest?o de Contratos 5. Monitoramento e Revis?o de Desempenho COBIT 1. Governan?a e Gest?o de Fornecedores 2. Gest?o de Riscos 3. Medi??o de Desempenho 4. Conformidade e Auditoria ISO 20k 1. Processos de Gest?o de Fornecedores 2. SLAs e Contratos 3. Avalia??o e Melhoria Contínua 4. Gest?o de Problemas e Incidentes

Clearly communicate your expectations to each vendor and ensure they understand the importance of seamless coordination with other vendors. Set specific goals and timelines for each vendor to work towards.

Expectations are communicated during the sourcing process. Alignment in vendor capability to meet requirements, and cultural fit is important when selecting the right partner. Important to have your own agreements rather than signing the other parties agreements. It helps with ensuring consistency in clauses and their application across your vendor base. Once you have selected a vendor, have the tough discussions during contract negotiations to set and mutually agree your expectations. Once the contract is signed it’s harder to agree a position if they tow a hard line set by the contract. During the relationship the exceptions need to be monitored as agreed in the contract and reinforced.

One thing that helped was the application of Service Integration and Management. It provides a structured framework where multi-service providers can be integrated and managed. This resolves issues like communications gaps, lack of coordination, complex governance, and low transparency.

Estabele?a expectativas claras e mensuráveis com cada fornecedor, incluindo SLAs (Acordos de Nível de Servi?o), KPIs (Indicadores Chave de Desempenho) e critérios de desempenho. Documente esses acordos para evitar mal-entendidos e garantir a presta??o de servi?os de alta qualidade.

Setting clear expectations upfront minimizes confusion and ensures everyone is working towards the same goals. A quick chat up front will save you hours down the line ? Service Level Agreements (SLAs): Establish clear SLAs with each vendor, outlining performance metrics, communication protocols, and escalation procedures. ? Communication Channels: Define clear communication channels between your organization, each vendor, and other vendors they interact with. ? Roles and Responsibilities: Clearly delineate roles and responsibilities for all parties involved in each project.

Consider using project management tools or software to help streamline communication, track progress, and share important documents or updates with all vendors. Technology can help keep everyone on the same page and ensure efficient coordination.

Utilize ferramentas de integra??o e gest?o de fornecedores para centralizar a comunica??o, monitorar o desempenho e rastrear o progresso dos projetos. Softwares como ERP (Planejamento de Recursos Empresariais) ou sistemas de gest?o de fornecedores podem melhorar a eficiência e a coordena??o.

Keeping things simple and consistent is the name of the game, here's how to achieve that with your integration tools: ? Standardization: As much as possible, consider standardizing on common integration tools that facilitate seamless data exchange between different vendors' platforms. ? API Management: Leverage API management tools to streamline communication and data exchange between disparate systems. ? Single Sign-On (SSO): Implementing SSO allows users to access multiple vendor platforms with a single set of credentials, improving efficiency. These tools can bridge communication gaps and create a more unified IT environment.

Solche Bewertungen sind im Interesse beider Parteien. Meist werden Sie dann zugunsten brennender Alltagsprobleme verschoben oder gar abgesagt. Das ist schade. Eine gute Beziehung ist wichtig. Gegenseitig sollten Ziele und Bedingungen immer wieder neu definiert werden.

Depending on the vendor, weekly operational to track general progress of work, monthly to report performance and executed activity. For your strategic vendors a quarterly to discuss matters at an executive levels on aligning the important issues that matter to both organizations. Creating a vendor score card and presenting it at engagement review time would help to facilitate the discussion on how the supplier is tracking. Performance, compliance, commercials, NPS (satisfaction)

Realize revis?es periódicas com os fornecedores para avaliar o desempenho, discutir desafios e ajustar as expectativas conforme necessário. Reuni?es regulares ajudam a manter todos na mesma página e a resolver problemas antes que se tornem críticos.

Regular touch points are the key to maintaining harmony - addressing a mistake early is easier than terminating a relationship! ? Performance Reviews: Conduct regular performance reviews with each vendor to assess their adherence to SLAs and identify areas for improvement. ? Joint Meetings: Schedule periodic meetings with multiple vendors to discuss project progress, address interdependencies, and foster collaboration. ? Post-Project Reviews: Conduct post-project reviews to analyze successes, identify challenges, and refine your vendor coordination strategy. Regular reviews allow you to identify and address any issues before they disrupt operations.

Regular reviews with your key vendors are key. Also ensuring that you are having a productive review. How are the service levels, what is the latest roadmap. Having unproductive vendor reviews can be a red flag. There have been times when I have had to project manage a vendor because of this. They were too key to our business to fail.

Conflict resolution process can be an impactful tool to get the intime resolution without any major escalations. There could be numerous steps to get the concrete results- 1) Rulebook for Vendors to avoid confusion. 2) Clear communication in all situations. Avoid grapewine communication method. 3) Proactice approach to do work around in order to prevent breach of SLA/KPIs in a critical situation.

Estabele?a um processo claro para a resolu??o de conflitos, abordando problemas de forma rápida e eficaz. Mantenha a comunica??o aberta e transparente, focando em solu??es colaborativas que beneficiem todas as partes envolvidas.

Effective conflict resolution minimizes downtime and fosters a more collaborative vendor ecosystem. ? Early Intervention: Address potential conflicts promptly and proactively before they escalate. Leading by example also gives your partners a chance to address issues early. ? Clear Communication: Maintain clear communication channels during conflict resolution to ensure all parties are heard and understood. ? Focus on Solutions: Shift the focus from assigning blame to collaboratively identifying solutions that benefit all parties involved. This set you on the same side against the problem rather than each other.

Develop a clear conflict resolution process for handling vendor disputes or performance issues. This should be detailed in contracts or SLAs and include a step-by-step approach for fair and transparent resolution. Such procedures help prevent escalation of minor issues and ensure all parties understand how disputes will be managed, fostering positive working relationships.

As an organization you may not have the capability or capacity to do everything. Your vendors are there to supplement your team and provide additional knowledge and insight to help expedite or grow your business. Make good use of it. Be creative on how you engage and partner with them.

In unserem Bereich kenne wir es so: Da gibt es die "L?sung nach Schulbuch". Diese ist meist nur in einem erstaunlich kleinen Teil der F?lle anwendbar. Bei allen anderen k?nnten wir als Berater es uns einfach machen und zurückmelden, dass es falsch gemacht wurde. Ein guter Berater fragt aber immer: Warum machen Sie das so? Jetzt braucht es wiederum das Know How verschiedener involvierter Parteien (ausser es ist sauber dokumentiert :-), um den Grund zu verstehen. Erst wenn der Berater das verstanden hat, kann er die Massnahme beurteilen und gegebenenfalls eine Verbesserung vorschlagen.

Promova o compartilhamento de conhecimento entre os fornecedores e sua equipe interna. Realize workshops, reuni?es e sess?es de treinamento para garantir que todos estejam atualizados com as melhores práticas e inova??es do setor.

As IT services become more and more specific, vendors need to invest in ensuring their services can be integrated with other services. When we need to integrate vendors, we always try to determine in advance if they are willing to share their knowledge horizontally to ensure their solution fits seamlessly. Those who can and are willing to participate will gain access to extra documentation, meetings, and seminars, and they will know that they are more likely to be selected in the future This is a win-win strategy. Vendors gain access to other products compatible with theirs, and we receive a better service. We try to reward this by being more likely to hire participating vendors in the future. This is a growing trend I see in the IT market

Knowledge sharing fosters collaboration and problem-solving, ultimately leading to a more efficient IT environment: ? Vendor Communication: Encourage open communication and knowledge sharing between vendors. The goal is to improve as a team. ? Best Practices: Facilitate a platform where vendors can share best practices and learn from each other's experiences. Make sure you own the platform and data so you don't lose it if you do need to sever a relationship. ? Joint Training: Consider organizing joint training sessions for vendors to improve their understanding of each other's solutions and integration points.

Mantenha um relacionamento positivo e profissional com todos os fornecedores, baseado em confian?a e respeito mútuos. Esteja aberto a feedback e disposto a ajustar processos para melhorar continuamente a colabora??o e a eficiência.

Here are some strategies to help you transform your vendor ecosystem from a jumbled orchestra into a well-coordinated team, delivering beautiful results for your organization: ? Vendor Consolidation: Evaluate opportunities to consolidate the number of vendors you work with to simplify communication and management. The more vendors, the more management you have to do. ? Internal Collaboration: Ensure strong communication and collaboration within your own IT team to effectively manage vendor relationships. ? Performance Incentives: Consider incorporating performance-based incentives in vendor contracts to encourage service excellence. You will always get more flies with honey than vinegar.

Retention and ease of accessibility of vendor’s transactional data via database management, will enhance future vendor accountability and better business insight, which could positively assist with critical business decisions.