Managing I.T. Suppliers

As businesses continue to rely more and more on technology, IT suppliers play an increasingly crucial role in their success. Therefore, measuring and monitoring the performance of IT suppliers is essential to ensure that they are delivering the expected level of service. In this article, we will discuss when and how to measure IT supplier performance, how to compare that with SLAs, and how to compare the performance of multiple vendors.

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When to measure IT supplier performance

?Measuring IT supplier performance should be done regularly, typically quarterly or annually. However, it's also essential to measure performance during specific events, such as implementing new technology or changes to existing systems. Additionally, you should measure performance if you notice a decline in service quality, receive complaints from employees or customers, or when you suspect the supplier is not meeting their SLAs.

?How to measure IT supplier performance

There are various ways to measure IT supplier performance, but the most effective method is to use a set of key performance indicators (KPIs) that are relevant to your business goals and objectives. These KPIs should be based on the supplier's contract and SLAs, and you should review them regularly to ensure they are still relevant.

?Some common KPIs for measuring IT supplier performance include:

• ?Response time for resolving issues
• System uptime
• Mean time to repair (MTTR)
• Number of incidents or tickets raised
• User satisfaction ratings
• Compliance with security standards

?You can also use surveys or feedback forms to gather feedback from employees and customers about the supplier's service quality. This feedback can help you identify areas for improvement and provide insights into the supplier's performance.

?Comparing IT supplier performance to SLAs

?SLAs (service level agreements) are agreements between the customer and the supplier that specify the level of service that the supplier is expected to deliver. SLAs typically include KPIs, such as system uptime, response time, and MTTR, which the supplier must meet or face penalties.

To compare IT supplier performance to SLAs, you should track the supplier's performance against the KPIs specified in the SLA. If the supplier fails to meet the agreed KPIs, you can use the SLA as a basis for holding the supplier accountable and negotiating penalties or compensation.

?Comparing the performance of multiple vendors

If you work with multiple IT suppliers, comparing their performance can help you identify the best-performing suppliers and make informed decisions about which suppliers to continue working with. To compare the performance of multiple vendors, you should establish a standardized set of KPIs relevant to your business goals and objectives.

You can use a vendor scorecard to track the performance of each supplier and compare their performance against each other. A vendor scorecard typically includes KPIs, a weighting system, and a scoring system that allows you to rank vendors based on their performance.

Conclusion

Measuring the performance of IT suppliers is crucial to ensure that they are delivering the expected level of service. You should measure supplier performance regularly using relevant KPIs, compare their performance to SLAs, and compare the performance of multiple vendors to identify the best-performing suppliers. By doing so, you can ensure that your IT suppliers are meeting your business needs and delivering value to your organization.