Backlog

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Service innovation
Online directory website
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Overview

TBD…

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Form structure
Job1: Visitor job form

Primary

What’s the visitors’ organization’s primary job to be done?

Define

What’s the visitors’ organization’s ‘Define’ job to be done?

Locate

What’s the visitors’ organization’s ‘Locate‘ job to be done?

Prepare

What’s the visitors’ organization’s ‘Prepare‘ job to be done?

Confirm

What’s the visitors’ organization’s ‘Confirm‘ job to be done?

Execute

What’s the visitors’ organization’s ‘Execute‘ job to be done?

Monitor

What’s the visitors’ organization’s ‘Monitor‘ job to be done?

Modify

What’s the visitors’ organization’s ‘Modify‘ job to be done?

Conclude

What’s the visitors’ organization’s ‘Conclude‘ job to be done?

  1. Job2: Vendor job form
  2. Outcomes1: Visitor outcomes form
  3. Outcomes2: Vendor outcomes form
  4. Problem1: Visitor problem form
  5. Problem2: Vendor problem form
  6. Needs
  7. Stakeholders
  8. Market
  9. Information
  10. Interaction
  11. Transaction
  12. Architecture
  13. Design
  14. Model
  15. Pricing
  16. Plans
Acquisition1: Visitor acquisition form

Stage

What’s the corresponding stage?

1. Awareness
2. Understanding
3. Interest
4. Respect
5. Trust
6. Ability
7. Readiness

Symptoms

What are the visitor's symptoms to entering this stage?

Support

What’s your support to enter this stage?

Message

What’s this stage’s message?

  1. Acquisition2: Vendor acquisition form
  • Community participation website
  • Good practice education nonprofit
  • Innovation lab setup
  • Market/Industry news website
  • Micro news website
  • Pro bono consulting project directory website
  • Procurement cooperative
  • Public feedback website
  • Public sector immigration marketing website
  • Public sector private cooperative
  • Public sector public cooperative
  • Regional job board website
  • Reporting website
  • Standard working group website
  • Student education website
  • Student thesis support website

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Higher education innovation
  • International job placement
  • Higher education improvement
  • Higher education innovation

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Work management
  • Baldrige excellence quality improvement
  • Capability maturity assessment
  • Communication & collaboration software tool adoption
  • Inter-organizational communities facilitation
  • Simple information technology management
  • Workflow design facilitation

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Information technology management
Asset & configuration management
Task List (decisions)
  1. Strategy: How do we manage our assets and configurations?
  2. Inventory: How do we create our inventory?
  3. Planning: How do we plan for asset and configuration management?
  4. Configuration Identification: How do we identify configurations?
  5. Configuration Control: How do we control configurations?
  6. Reporting: How do we report on our assets and configurations?
  7. Audit: How do we audit our assets and configurations?
Inventory List (operations)
  1. What are the name, type, organizational affiliation, and location?
  2. What are the manufacturer, model, serial number, and ID/tag?
  3. Who are the owner, admin, and user?
  4. What are the MAC address and IP address?
  5. What are the operating status, system/OS, and OS version?
  6. What are the tech specs?
  7. What are additional notes?
Planning List (decisions)
  1. Objective: What is our objective?
  2. Requirements: What are our requirements?
  3. Policies: What are our policies?
  4. Roles and Responsibilities: What are our roles and responsibilities?
  5. Software Tool: What tool do we use for asset and configuration management?
  6. Implementation: How do we implement asset and configuration management?
  7. Integrations: What are necessary process and software integrations?
  8. Metrics: How do we measure asset and configuration management?
  9. Communication: How do we communicate on asset and config. man?
Generic Configuration Identification List (decisions)
  1. What are the asset categories?
  2. What are the configuration categories?
  3. What are the standard attributes?
  4. How do we (automatically) update the database entries?
Category Configuration Identification List (decisions)
  1. What is the category?
  2. What are attributes to increase the service quality?
  3. What are attributes to make the life of the admins easier?
  4. What are the attributes to make the life of the service / process owners easier?
  5. What are the relations between assets and configurations?
Configuration control List (decisions)
  1. Add: What do we have to be aware of to add a configuration item?
  2. Change: What do we have to be aware of to change a configuration item?
  3. Remove: What do we have to be aware of to remove a configuration item?
Reporting List (decisions)
  1. List of CIs: What are our configuration items?
  2. List of IMACRD: install, move, add, change, remove, dispose
  3. List of Issues: What are current issues with asset & configuration management?
  4. List of Unauthorized Changes: What are past unauthorized changes?
  5. List of Process Changes: How did we change the process of asset & configuration management?
Audit List (operations)
  1. What are the Cis that do not match CMDB record?
  2. What is the status of the documentation of the change, release, configuration ractices?
  3. How do we diverge in daily work from the documented practices?
  4. What time do we need to reflect IMACRDs in the CMDB?
Availability management
Task List (decisions)
  1. Measure, Monitor, Analyze Availability Data
  2. Assessment and Diagnosis of Failures
  3. Reliability and Resiliency Plans
  4. Availability Plan Cost Analysis
  5. Failure Impact Plans
  6. Risk in Change and Release Plans Evaluation
  7. Availability Test and Recovery Plans
  8. Availability and Investment Plan
Measure, Monitor, Analyze Availability Data List (decisions)
  1. What is our data?
  2. Where do we get our data from?
  3. How do we collect our data?
  4. How do we analyze our data?
  5. How do we ensure availability of data?
  6. How do we ensure reliability of data?
  7. How do we ensure resilience of data?
  8. How do we ensure maintainability of data?
Assessment and Diagnosis of Failures List (operations)
  • How do we reduce the time to detect?
  • How do we reduce the time to diagnose?
  • How do we reduce the time to repair?
  • How do we reduce the time to restore?
Reliability and Resiliency Plans List (decisions)
  • What is the target MTBF?
  • How do we reduce the mean time between failures (MTBF)?
  • What is the target MTRS?
  • How do we reduce the mean time to restore service (MTRS)?
Availability Plan Cost Analysis List (decisions)
  • What are the required service assets?
  • What are the available support personnel and skill sets?
  • What are the required components?
  • What is the target mean time between failures (MTBF)?
  • What is the target mean time to restore service (MTRS)?
  • How do we ensure redundancy?
  • What are the key procedures and policies?
  • What is the maintenance plan?
Failure Impact List (decisions)
  • What are our assumptions on availability?
  • What are our assumptions on failure duration?
  • What are our assumptions on the agreed service levels?
  • What are our assumptions on failure scope?
  • What are our assumptions on failure costs (money, time, other resources)?
  • What are our assumptions on the user productivity?
  • What are our assumptions on the impact to satisfaction of our users?
  • What are our assumptions on lost revenue / performance?
  • What are other impacts in case of a failure?
Risks in Change and Release Plans List (decisions)
  • What is the availability planning?
  • What is the release planning?
  • What are the challenge areas?
  • What is the availability risk?
New Service Plan and Design List (decisions)
  • How do we conduct new services planning?
  • What do we plan for new services?
  • What availability requirements do we have for the planned services?
  • What financial requirements do we have for the planned services?
Basic Availability Test and Recovery Plans List (decisions)
  • What service / release do we test?
  • How do we test the most common failure cases?
  • What are the common failure cases?
  • How do we simulate recovery from failures?
  • How do we handle high risk failure cases?
  • What are high risk failure cases?
  • How do we conduct training für recovery procedure?
  • How do we identify high risk components?
  • What are high risk components?
Advanced Availability Test and Recovery Plans List (decisions)
  • How do we create the availability test schedule?
  • How do we publish and communicate the availability test schedule?
  • How do we test the targeted MBTF?
  • How do we test the targeted MTRS including the recovery procedure?
  • How do we train the repair process?
  • How do we prevent failures through preemptive maintenance?
Availability Test and Recovery Situation List (decisions)
  • How do we create a high volume of test cases?
  • How do we create ad-hoc tests to identify new risks?
  • How do we log and track test failures?
  • How do we evaluate test failures?
  • How do we simulate the testing and recovery procedure?
  • How do we continually improve the test and recovery procedure?
Availability and Investment Plan (decisions)
  • What is the required level of services for our business / our users?
  • What are the IT assets that enable the delivery of our services?
  • How do we meet and exceed the needs of the business and the users?
  • What amount of investment do we need to maintain the services on their current level?
  • What amount of investment do we need to improve the services from their current level?
Change management
Task List (decisions)
  1. Request for Change Creation: How do we create requests for changes?
  2. RFC Review: How do we review request for changes?
  3. Emergency Change: How do we handle emergency changes?
  4. RFC Pre-Approval: How do we pre-approve changes?
  5. Change Evaluation: How do we evaluate changes?
  6. Change Approval: How do we confirm / deny changes?
  7. Record Update: How do we update records?
  8. Implementation Facilitation: How do we facilitate the implementation?
  9. Change documentation: How do we document changes?
Request for Change List (operations)
  1. Basics: Who is the requester, what is the change ID, date?
  2. Services: What are the affected services?
  3. CIs: What are the affected configuration items?
  4. Summary: What do we want to change?
  5. Resources: What are the required resources?
  6. Categorization: How do we categorize this change?
  7. Risks: What are the (known) risks?
  8. Benefits: What are the benefits of the change?
  9. CAB Date: When does the change advisory board meet?
Review List (operations)
  1. What is the proposed change?
  2. What is the status of the request for change document?
  3. What additional details do we need?
  4. What is the scope of the change regarding the scope of change management?
  5. What are related other change requests?
  6. What is the outlook of the change request?
Pre-approval List (decisions)
  1. Pre-approval: How do we pre-approve changes?
  2. Manager Approval: How do we include an additional management approval?
  3. Communication: How do communicate the change early?
  4. Collaboration: How do we include the stakeholders into the change procedure?
Emergency Change List (decisions)
  1. What are the cases we use our emergency change procedure for?
  2. Who are the roles to be informed immediately?
  3. What is the structure of the emergency change approval board?
  4. How do we document an emergency change?
  5. How do we learn from an emergency change?
Evaluation List (operations)
  1. Change: What is the proposed change?
  2. Change Value: What is the value of the change?
  3. Implementation Cost: What is the cost of the implementation?
  4. Key Resources: What are required key resources?
  5. Side Effects: What are negative side effects of the change?
  6. Urgency: What is the urgency of this change?
  7. Success Probability: What is the probability of success?
  8. Failure Impact: What is the impact of a failure of this change?
  9. Alternatives: What are the alternatives to this change?
CAB Members List (decisions)
  1. Audit/Governance: What is the role of the audit manager?
  2. Business Owner: What is the role of the business owner?
  3. Change Manager: What is the role of the change manager?
  4. Executive Sponsor: What is the role of the executive sponsor?
  5. Head of IT Infrastructure: What is the role of the head of IT infrastructure?
  6. Head of IT Operations: What is the role of the head of IT operations?
  7. Head of Service Desk: What is the role of the head of service desk?
  8. Other process owners (e.g. problem manager): What is the role of other process owners?
  9. Security: What is the role of the security manager?
  10. Technical Experts (e.g. architects, admins): What is the role of technical experts?
CAB Meeting (operations)
  1. What are the unauthorized changes since the last CAB?
  2. What are the emergency changes since the last CAB?
  3. What are the approved changes not authorized by the CAB?
  4. What are the changes performed outside our change windows?
  5. What are the change requests for review at the current CAB?
  6. What are additional change management team actions?
  7. What are the today's special guest briefings?
  8. What are our current metrics?
Record Update List (decisions)
  1. What are the information resources we have to update for changes?
  2. How do we update the information resources?
  3. How do we collect the necessary information from stakeholders?
  4. How do we inform the affected users?
  5. How do we connect different applications and information resources?
Implementation Facilitation List (decisions)
  1. How do we test changes?
  2. How do we communicate changes?
  3. How do we remediate changes?
  4. How do we review changes?
Implementation Facilitation List (operations)
  1. What is the planned change?
  2. What is the testing procedure?
  3. What is the communication plan?
  4. What is the remediation approach?
  5. What is the review approach?
Documentation List (decisions)
  1. How do we document changes?
  2. How do we document procedures?
  3. How do we document best practices?
  4. How do we document the architectural changes?
  5. How do we ensure access to the documentation by our people?
  6. How do we align our change documentation with our knowledge practices?
Financial management
Task List (decisions)
  1. Business Case Preparation: How do we prepare our business cases?
  2. Business Case Review and Approval: How do we review and approve our business cases?
  3. Budgeting and Cost Controls: How do we control our budget and our costs?
  4. Value and Investment Analysis: How do we analyze the value and the needed investments?
Business Case Preparation List (operations)
  1. Overview: What is the overall case of the new investment?
  2. Function: What is the function of the new investment?
  3. Benefits: What are the benefits of the new investment?
  4. Costs: What are the costs of the new investment?
  5. Risks: What are the risks of the new investment?Recommendation: What is the recommendation for the next steps?
  6. Recommendation: What is the recommendation for the next steps?
Business Case Review (operations)
  1. What is the new investment?
  2. How does the investment support our higher organizational goals?
  3. How do we align the new investment with our long-term investment strategy?
  4. How do we align the new investment with our short-term budget planning?
  5. What are alternatives to the proposed new investment?
  6. How long / good can we proceed without this new investment?
  7. What is the final assessment of the new investment?
  8. What is the final decision regarding the proposed new investment?
Budgeting and Cost Control List (decisions)
  1. How do we communicate our budget?
  2. How do we evaluate our budget?
  3. How do we control our costs?
  4. What do we discuss on on our cost control meetings?
  5. What is the cadence for the cost control meeting?
  6. Who participates at the cost control meetings?
Value and Investment Analysis List (decisions)
  1. How do we evaluate the value we produce?
  2. How do we control the value we produce?
  3. How do we quantify the value we deliver?
  4. How do we compare the projected investment with the delivered?
  5. How do we create best practices to control investments in the future?
  6. How do we inform the stakeholders on our investments?
  7. How do we inform the users on our investments?
  8. How do we communicate externals on our investments?
Incident management
Task List (decisions)
  1. What is the required information to create an incident?
  2. How do we receive and log an incident?
  3. How do we categorize and prioritize an incident?
  4. How do we check for a major incident?
  5. How do we investigate the incident?
  6. How do we escalate incidents?
  7. How do we resolve incidents?
  8. How do we document incidents?
  9. How do we close incidents?
Information Gathering List (operations)
  1. Incident ID: What is the incident ID?
  2. Person Logging the Incident: Who reports the incident?
  3. Brief Description: What is the issue?
  4. Incident Priority: What is the priority of this incident?
  5. Related CIs: What are related the configuration items?
  6. User Contact Information: How do we contact the issuer?
  7. User Location: Where is she located?
  8. Date and Time Created: When was the incident reported?
Best Practices List (decisions)
  1. How do we develop a mindset for service excellence?
  2. How do we increase the speed of incident resolution?
  3. What are possible self-service technologies?
  4. How do we measure our incident resolution?
  5. How do we hustle for major/P1 incident resolving?
  6. How do we escalate incidents?
Knowledge management
Strategy List (decisions)
  1. What is the goal of knowledge management in our organization?
  2. What are the people roles and responsibilities?
  3. How do we define guidelines, policies, and practices to govern our knowledge?
  4. What are possible performance metrics?
  5. What are possible timelines and milestones?
  6. What technology solutions do we need to support the strategy?
Information Management List (operations)
  1. What is the valuable information?
  2. Where does the information resides?
  3. Who is the subject matter expert/knowledge owner?
  4. Who needs this knowledge?
  5. How do we use this knowledge?
  6. What is the best method to transfer knowledge?
Knowledge Article Structure List (operations)
  1. Category: What is the category?
  2. Content: What is the content?
  3. Status: What is the status?
  4. Version: What is the version?
  5. Owner: Who is the owner?
  6. Date of Publication: What is the date of the publication?
  7. Date of Last Change: What is the date of the last change?
Portfolio management
Task List (decisions)
  1. Business Service Catalog: How do we maintain the business service catalog?
  2. Technical Service Catalog: How do we maintain the technical service catalog?
  3. Service Pipeline: How do we maintain the service pipeline?
Business Service Catalog List (decisions)
  1. How do we maintain the business service catalog?
  2. What are the services we include?
  3. What is the methodology to cut systems and technologies into services?
  4. How do we collect feedback from the users?
  5. How do we collect feedback from the stakeholders?
  6. How do we offer an ordering process for the users?
Technical Service Catalog List (decisions)
  1. How do we maintain the technical service catalog?
  2. What are the services we include?
  3. What is the methodology to cut systems and technologies into services?
  4. How do we integrate the technical service catalog with architecture planning?
  5. How do we integrate the technical service catalog with the sourcing of IT services and systems?
  6. How do we integrate the technical service catalog with the supplier management?
  7. How do we collect feedback?
Service Pipeline List (decisions)

What is the planning period for service updates and new services?

How do we design service updates and new services?

Who designs service updates and new services?

How do we analyze the demand from the business units and users?

How do we integrate innovative technology solutions?

How do we test newly designed services and collect feedback?

How do we launch new services?

Problem management
Task List (decisions)
  1. Detection: How do we detect problems?
  2. Revisitation: How do we revisit problems?
  3. Prioritization: How do we prioritize problems?
  4. Investigation: How do we investigate problems?
  5. Workaround: How do we create workarounds?
  6. Known Error: How do we create a known error entry?
  7. Change Review: How do we review a proposed change?
  8. Resolution: How do we resolve problems?
  9. Close: How do we close problems?
  10. Problem Review Board: How do we review open and closed problems together?
Registration List (operations)
  1. Problem: What is the problem?
  2. Problem Owner: Who is the owner of the problem?
  3. Solution Owner: Who is the owner of the solution?
  4. Priority: What is the priority?
  5. Status: What is the status?
  6. Date Registered: What is the problem registration date and time?
  7. Category: What is the problem category?
  8. Source of Report: What is the problem report source?
  9. Manifestation: What is the problem manifestation?
  10. Root Cause: What is the problem root cause?
  11. Error Message: What are the related error messages?
  12. Workarounds: What are possible workarounds?
Benefits List (decisions)
  1. How do we prevent future incidents and problems?
  2. How do we eliminate recurring incidents?
  3. How do we reduce disruptions to the business?
  4. How we foster collaboration between incident and change management?
  5. How do we accelerate the resolution of incidents?
  6. How do we reduce the volume of incidents?
  7. How do we understand the risks to service delivery?
  8. How do we develop workarounds for reducing incident impact?
  9. How do we create and maintain the known error database?
  10. How do we create a culture of investigation and root cause analysis?
Practices List (decisions)
  1. Priority: How do we prioritize problem management in our daily work?
  2. People: How do we staff the right people for problem management?
  3. Measurement: How do we define, track, and publish problem management metrics?
  4. Culture: How do we develop a culture of registering and resolving problems?
Prioritization List (operations)
  1. Problem: What is the problem?
  2. Impact: What is the impact to the business?
  3. Cost of Solution: What are the costs to develop a solution?
  4. People Required for Solution: Who are the people required for a solution?
  5. Risks of Solution: What are the risks of solving the problem? (e.g. add. Incidents)
  6. Known Solutions: What are possible known solutions?
  7. Time for Solution: What is the expected time needed to solve the problem?
Investigation & Workaround List (operations)
  1. Problem: What is the problem?
  2. Problem Investigation: What is the cause of the problem?
  3. Workaround: What are possible workarounds?
  4. Implementation: How do we implement the selected workaround?
  5. Problem Record Update: What is the update to the problem record?
  6. Longevity: How long do we use the workaround?
Root Cause Analysis List (operations)
  1. Issue: What is the issue?
  2. Why?
  3. Why?
  4. Why?
  5. Why?
  6. Why?
  7. Conclusion: What is the conclusion?
  8. Next Steps: What are the next steps?
Ishikawa List A (operations)
  1. Challenge: What is the challenge?
  2. Man: What are people-related issues?
  3. Machine: What are machine (equipment, information) related issues?
  4. Material: What are material (material, information) related issues?
  5. Method: What are method (process, procedure, system) related issue?
  6. Measurement: What are measurement (inspection, overview) related issues?
Ishikawa List B (operations)
  1. Challenge: What is the challenge?
  2. Surroundings: What are the surrounding issues?
  3. Suppliers: What are the supplier issues?
  4. Systems: What are the systems issues?
  5. Skills: What are the skills issues?
Ishikawa List C (operations)
  1. Challenge: What is the challenge?
  2. People: What are the people issues?
  3. Process: What are the process issues?
  4. Technology: What are the technology issues?
  5. Information: What are the information issues?
  6. Externals: What are the external issues?
Change Procedure List (decisions)
  1. Request for Change: How do we create request for changes?
  2. Change Workflow: How do we handle standard changes?
  3. Emergency Change: How do we handle emergency changes?
  4. Implementation: How do we implement changes to resolve problems?
Change Review List (operations)
  1. Request for Change: What is the request for change?
  2. Change Workflow: How do we handle this change?
  3. Implementation: How do we implement this change?
Resolution List (operations)
  1. Problem: What is the problem?
  2. Resolution: What is the resolution?
  3. Well Understood: How do we ensure the resolution is well understood?
  4. Acceptable Risk: How do we ensure there is an acceptable risk?
  5. Affordable: How do we ensure the resolution is affordable?
  6. Time: How do we ensure the resolution can be achieved in time?
  7. Available skills: What are the needed skills?
  8. Better than Workaround: What are the alternatives?
Problem Review List (operations)
  1. What was the problem?
  2. What was the final resolution?
  3. How long did we need to resolve the problem?
  4. What were the challenges during the resolution process?
  5. How can we mitigate these challenges in the future?
  6. What are additional follow-up actions?
  7. What are additional remarks on this problem?
Integrations List (decisions)
  1. How do we define the relationships of problem management with other practices?
  2. How do we assign owners to every problem?
  3. How do we measure and publish resolution metrics for incidents and problems?
  4. How do we use proactive problem management to avoid future problems?
  5. How do we escalate problems und who will be when involved for that?
  6. How do we use incentives for creative and fast problem resolution?
  7. How do we motivate our team by celebrating success in finding solutions to problems?
Release management
Task List (decisions)
  1. Release Planning: How do we plan releases?
  2. Build and Test: How do we build and test releases?
  3. Deployment Preparation: How do we prepare the release deployment?
  4. Deployment: How do we deploy the release?
  5. Support: How do we support new releases?
  6. Close: How do we close releases?
Planning List (operations)
  1. What is the related system?: (e.g. software, device)
  2. What is the scope of the release?
  3. How do we define the working state of this system?
  4. Who is the release owner?
  5. How do we test the release?
  6. How do we train our people for this release?
Build and Test List (operations)
  1. Who builds the release?
  2. How do we build the release?
  3. What are relevant guidelines to follow to build the release?
  4. Who tests the release?
  5. How do we test the release?
  6. What are relevant guidelines to follow to test the release?
Deployment Preparation (decisions)
  1. How do we prepare our deployments?
  2. How do we assure to incorporate all feedback?
  3. How do we involve release-specific information?
  4. How do we collaborate with our stakeholders?
  5. How do we use checklists to ensure high-quality deployments?
  6. How do we include vendor information into our release process?
Deployment List (operations)
  1. How do we deploy this release?
  2. How do we communicate this release?
  3. How do we deliver the documentation of this release?
  4. How do we train the users on this release?
  5. What are redundant services to be decommissioned?
  6. What are redundant assets to be decommissioned?
  7. What are the requirements the service has to meet?
  8. How do we ensure all data/information is transferred?
  9. How do we collect feedback on the release?
  10. What is the feedback on the release?
Support List (operations)
  1. How do we adapt our service levels to this release?
  2. How do we gather feedback from our users about this new release?
  3. How do we communicate to our users after this rollout?
  4. How do we train our users after this rollout?
  5. How do we log, report, and resolve initial issues with this release?
  6. How do we debrief our process and service owners and stakeholders?
  7. How do we ensure service performance and ist monitoring after this release?
Closure List (operations)
  1. What are the final checklist points specifically for this release?
  2. How do we conduct a review for this release?
  3. What are known issues and errors for this release/service?
  4. What are the audit requirements to verify the completion of this release?
  5. What are the documents to be updated for this release?
  6. What are possible improvements for release management?
  7. What are possible improvements for the next release of this service?
Request management
Task List (decisions)
  1. How do we submit requests?
  2. How do we evaluate and log requests?
  3. How do we approve requests?
  4. How do we fulfill requests?
  5. How do we confirm fulfillment?
  6. How do we close requests?
Preparation List (decisions)
  1. What is the overall goal?
  2. How do we plan for growth?
  3. How do collect approvals for requests?
  4. How do we automate the service requests?
  5. How do we collect user feedback?
Service level management
Task List (decisions)
  1. Requirements: How do we design the service level requirements?
  2. Design: How do we design and document the service level agreement?
  3. Operational Level Agreement: How do we design the operational level agreements?
  4. Underpinning Contract: How do we design the underpinning contracts?
  5. Performance Evaluation: How do we measure the SLA's, UC's and OLA's?
  6. Customer Satisfaction: How do we evaluate the customer satisfaction?
  7. Service Improvement: How do we develop service improvements?
  8. Contract Evolution: How do we further develop the contracts?
Requirements List (decisions)
  1. Business Needs: What are our business needs for this service?
  2. Storyboard: How does the storyboard for this service looks like?
  3. Use Case: What is the use case for this service?
  4. Requirements: What are the service level requirements?
Design and Documentation List (decisions)
  1. What is the desired service by the customer?
  2. What is the level of service IT is capable to deliver?
  3. What are the performance elements to be measured?
  4. What are the metrics for each performance elements?
  5. What are costs associated with delivering the desired level of service?
Performance Evaluation List (operations)
  1. What service level do we evaluate here?
  2. How did the service provider performed?
  3. What can we do to increase the quality of the service?
Customer Satisfaction List (decisions)
  1. How do we conduct regular surveys?
  2. How do we conduct regular service reviews?
  3. How do we conduct unscheduled phone calls with users to get feedback?
  4. How do we conduct meetups to collect customer feedback?
  5. How do we follow-up phone calls and meetings?
  6. How do we conduct user customer conferences?
  7. How do we set up a customer reference program?
Service Improvement List (operations)
  1. What are the actions of the last meeting?
  2. How do the performance metrics compare to the SLA metrics?
  3. What are the breaches and exceptions?
  4. What are already planned service improvements?
  5. What is the customer feedback on service experience?
  6. What are necessary additional changes?
  7. What are the action items and who are they assigned to?
Contract and Agreement List (operations)
  1. What are necessary contract changes?
  2. What are necessary investments?
  3. How do we implement the necessary changes?
  4. How do we update the necessary metrics?
Service procurement questions
Service strategy, catalog, and design
  1. How do we determine our organizational capabilities?
  2. How do we create a service strategy?
  3. How do we create a service catalog?
  4. How do we design a service?
  5. How do we align different departments on one design?
  6. How do we design other relevant service management processes?
  7. How do we manage service provider relationships?
  8. How do we learn from service providers?
Procurement project planning
  1. How do we structure the procurement process?
  2. How do we internally sell our project?
  3. How do we communicate and collaborate in the project?
  4. How do we include organizational stakeholders in our decision-making?
  5. How do we determine accountabilities of project roles?
  6. How do we decide for a type of service provider request?
  7. How do we determine our operational decisions?
  8. How do we gather valuable knowledge for the next service procurement project?
  9. How do we ensure organizational learning throughout the project?
  10. How do we communicate and collaborate with the service providers?
Request document creation
  1. How do we define the service to procure?
  2. How do we gather our service requirements?
  3. How do we structure our request document?
  4. How do we conduct stakeholder interviews to gather our requirement?
  5. How do we structure a request for information?
  6. How do we structure a request for quote?
  7. How do we structure a request for proposal?
  8. How do we structure a request for solution?
  9. How do we distribute our request documents?
Service provider research & inquiry
  1. How do we research potential service providers?
  2. How do we collect potential service provider information?
  3. How do we inquire about contact information?
  4. How do we make a selection to distribute our request document?
  5. How do we answer questions about our request document?
  6. How do we ensure service providers are interested to work with us?
  7. How do we build a directory of potential service providers?
Request answer evaluation & comparison
  1. How do we determine our evaluation approach?
  2. How do we determine our evaluation criteria?
  3. How do we reduce bias in our evaluation?
  4. How do we determine our selection criteria?
  5. How do we internally communicate our evaluation & selection?
  6. How do we inform service providers about our selection & decision?
  7. How do we proceed with the successful service providers?
  8. How do we abort the process with the outvoted service providers?
Contract negotiation & project closure
  1. How do we get templates for our service contract?
  2. How do we structure our service contract?
  3. How do we write our service contract?
  4. How do we decide on content?
  5. How do we include good practice content?
  6. How do we include legal content?
  7. How do we negotiate the contract with the service providers?
  8. How do we inform the remaining service providers about the winners/losers?
  9. How do we sign our service contract?
  10. How do we initialize our work relationship with the new service provider?
Scrum
Roles: Definition List
  1. What is the standard team size?
  2. How do we reduce hierarchical structures?
  3. How do we self-organize / work autonomously?
  4. How do we reduce interruption by stakeholders and additional tasks?
  5. Who is the Product Owner?
  6. Who is the Scrum Master?
  7. Who is the Development Team?
Roles: Scrum Master List
  1. What is the knowledge proficiency of the Scrum approach?
  2. What is the need for certifications?
  3. What is the level of involvement in team operations?
  4. What is the need for coaching skills?
  5. What is the need for leadership skills?
  6. What is the need for technical knowledge?
  7. How do we define the ability to act as the servant leader for the Scrum Team?
Roles: Product Owner List
  1. What is the need for leadership skills?
  2. What is the need for technical knowledge?
  3. What are the needed skills?
  4. What is the level of involvement of the Product Owner?
  5. How do we make decisions to maintain the product backlog?
  6. How do we distribute authorities to maintain the product backlog?
  7. What is the level of knowledge on Agile and Scrum?
Roles: Development Team List
  1. What is the needed involvement/commitment level?
  2. What is the appropriate degree of specialization?
  3. What are the roles of the Development Team?
  4. What is the right number of developers per role?
  5. What are the needed role-independent skills?
  6. What are the needed role-specific skills?
  7. How do we share the knowledge and skills?
Roles: People Development List
  1. How do we evaluate the knowledge and skills of the people?
  2. How do we develop the people?
  3. What framework do we use to systematize the knowledge and skills of the people?
  4. What skills do we want to develop?
  5. What knowledge do we want to develop?
  6. How do we lead and coach the people?
  7. how do we provide feedback to the people?
  8. How do we learn new things?
Events: Sprint Planning Meeting List
  1. What are the objectives?
  2. What is the location to meet?
  3. What is the expected duration?
  4. Who are the participants?
  5. What is the agenda?
  6. Who is the final decision-maker?
  7. What are the expected outcomes of the meeting?
Events: Scrum Sprint List
  1. What is the duration?
  2. How do we handle slack time?
  3. What are the duties of the Product Owner?
  4. What are the duties of the Scrum Master?
  5. What are the duties of the Development Team?
  6. Who are temporary team members?
  7. What visualization tools do we use?
Events: Daily Standup Meeting List
  1. What are the objectives?
  2. What is the location?
  3. What is the meeting interval?
  4. What is the duration?
  5. Who are the participants?
  6. What is the agenda?
  7. What is the expected output?
Events: Product Backlog Refinement Meeting List
  1. What are the objectives?
  2. What is the location?
  3. What is the meeting interval?
  4. What is the duration?
  5. Who are the participants?
  6. What is the agenda?
  7. What is the expected output?
Events: Sprint Review List
  1. What are the objectives?
  2. What is the location?
  3. What is the meeting interval?
  4. What is the duration?
  5. Who are the participants?
  6. What is the agenda?
  7. What is the expected output?
Events: Sprint Retrospective List
  1. What are the objectives?
  2. What is the location?
  3. What is the meeting interval?
  4. What is the duration?
  5. Who are the participants?
  6. What is the agenda?
  7. What is the expected output?
Events: Virtual Meeting List
  1. How do we schedule the meetings?
  2. What is the web conference software solution?
  3. What is the spreadsheet/database tool?
  4. What is the synchronous writing tool?
  5. What is the asynchronous writing tool?
  6. Who invites virtual meetings?
Artifacts: Product Backlog List
  1. What is the Product Backlog software solution?
  2. Who maintains the Product Backlog?
  3. What is the update interval?
  4. How do we separate the Product Backlog Team and Scrum Team?
  5. How do we structure Product Backlog Items?
  6. How do we order the items?
  7. How do we estimate the amount of work of items?
Artifacts: Sprint Backlog List
  1. What is the Sprint Backlog software solution?
  2. Who maintains the Sprint Backlog?
  3. How do we split tasks?
  4. How do we order items?
  5. How do we estimate the amount of work of items?
  6. How do we monitor the progress of the Sprint?
Artifacts: Impediments Backlog List
  1. What is the definition of an impediment?
  2. Who maintains our impediments?
  3. How do we track impediments?
  4. How do we handle impediments?
  5. How do we divide the focus between tasks and impediments?
  6. What is the event to discuss impediments?
Artifacts: Work Visualization List
  1. How do we report the progress?
  2. What are the metrics?
  3. What is the software to report progress?
  4. How do we communicate online?
  5. How do we communicate offline?
  6. How do we integrate our online and offline communication?
Artifacts: Scrum Board List
  1. What technology solution do we use?
  2. Who maintains the information?
  3. What format do we use?
  4. What columns do we use?
  5. What metrics do we show on the Scrum Board?
  6. How do we use additional Scrum Boards for sub-teams?
  7. How do we integrate our online and offline Scrum boards?
Enhancement: 'Done' Definition List
  1. How do we define 'done'?
  2. What are our minimum quality standards?
  3. What are our average minimum standards?
  4. What are additional task-related definitions of done?
Enhancement: Visualization List
  1. How do we visualize our tasks?
  2. How do visualize our team collaboration?
  3. How do we visualize our metrics?
Enhancement: Success Measurement List
  1. What are our expectations of success?
  2. How do we adopt Scrum?
  3. How do we improve our Scrum adoption?
  4. What are our primary outcomes using Scrum?
Enhancement: Scrum Sprint Communication List
  1. Who sends out regular information as part of the Scrum Sprint?
  2. Who receives the information?
  3. What media do we use?
  4. What format do we use?
  5. Who are the stakeholders of this information?
Enhancement: Feedback List
  1. What is your opinion on our Scrum adoption?
  2. What is well working on our Scrum adoption?
  3. What is not working on our Scrum adoption?
  4. What do you not understand about our Scrum adoption?
  5. Where do we create muda?
  6. What can we improve on our Scrum adoption?
  7. Who can support us on our Scrum adoption?
Enhancement: Office Environment List
  1. How do we support the team with a good working environment?
  2. How do we support the team with a working environment for web conferences and phone calls?
  3. How do we support the team with a working environment for pair-working?
  4. How do we support the team with a working environment for team meetings?
  5. How do we support the team with space and time for breaks?
  6. How do we support the Product Owner and her stakeholders with an appropriate working environment?
  7. How do we support the Scrum Master with an appropriate working environment when coaching the team members.
Enhancement: Success Communication List
  1. Who communicates our success?
  2. Who are the stakeholders we communicate to?
  3. Who are the Development Teams we communicate to?
  4. What other organizations do we communicate our success to?
  5. What is the message?
  6. What are the demands in exchange for our good work?

◼️
Procurement
Technology services framework contract
◼️
Overview

TBD...

◼️
Form structure
  1. Executive stakeholder requirements elicitation form
  2. Organizational speed challenges form
  3. Organizational culture challenges form
  4. Procurement challenges form
  5. Technology challenges form
  6. Procurement reduction form
  7. Framework agreement form
  8. Contract scope form
  9. Service description form
  10. Reseller requirements form
  11. Pricing system form
  12. Reseller evaluation form
  13. Multiple lots form
  14. Solution request process form
  • Technology sourcing strategy
  • Minimum viable product sourcing
  • Technology infrastructure architecture sourcing
  • Low-code application sourcing
  • Service integration and management setup
German public procurement project
◼️
Overview

TBD...

◼️
Form structure
  1. Formular zum Geschäftsfall
  2. Formular zur Projektplanung
  3. Formular zu internen Interessengruppen
  4. Formular zu bestehenden Verträgen
  5. Formular zu möglicher Inhouse-Vergabe
  6. Formular zur Markterkundung
  7. Formular für Marktteilnehmer (externes Formular)
  8. Formular zur Leistungsbeschreibung
  9. Formular zu Bewerbungsbedingungen
  10. Formular zu Eignungskriterien und Eignungsbewertungsmatrix
  11. Formular zu Leistungskriterien und Leistungsbewertungsmatrix
  12. Formular zum Preisblatt
  13. Formular zur Losbildung
  14. Formular zur Verfahrensart
  15. Formular zum Vertrag
  16. Formular zum Angebotsschreiben
  17. Formular zum Anschreiben
  18. Formular zu Formblättern
  19. Formular zur Auftragsbekanntmachung
  20. Formular zu sonstigen Vergabeunterlagen
  21. Formular zur Freigabe von Vergabeunterlagen
  22. Formular zur Behandlung von Bewerberfragen
  23. Formular zur Behandlung der Teilnahmeanträge
  24. Formular zur Öffnung der der Teilnahmeanträge
  25. Formular zur formalen Prüfung der Teilnahmeanträge
  26. Formular zur Eignungsprüfung
  27. Formular zur Auswahl der Bewerber
  28. Formular zur Aufforderung zur Angebotsabgabe
  29. Formular zur Behandlung von Bieterfragen
  30. Formular zur Behandlung der Angebote
  31. Formular zur Öffnung der Angebote
  32. Formular zur formalen Prüfung der Angebote
  33. Formular zur Leistungsbewertung
  34. Formular zur Zuschlagsentscheidung
  35. Formular zur Abfrage beim Gewerbezentralregister
  36. Formular zur Information der nicht berücksichtigten Bieter
  37. Formular zur Zuschlagserteilung
  38. Formular zum Vertragsschluss
  39. Formular zur Bekanntmachung
  40. Formular zum Verfahrensabschluss
  • Managed services sourcing
  • Simplified custom information technology sourcing
  • Technology solution selection

◼️
Technology implementation
  • Microsoft Teams adoption
  • Microsoft Power Automate adoption
  • Microsoft Power Pages adoption
  • Microsoft Power Apps adoption
  • Microsoft Power BI adoption

In progress

Template
◼️
Overview

TBD…

◼️
Form structure
Service catalog management (M)
◼️
Overview

The service catalog manages information about all technical and/or business services of an organization. This includes services the organization buys, develops, and sells. The service catalog manager ensures that the organization has an overview about all relevant services, their characteristics, and dependencies at any time. The service catalog process/capability builds on the organization’s general information management practices.

◼️
Project form
Home-All: Section selection section

Task

Which kind of task do you want to do?

Interviewer

Only answer this question if you know what you're doing.

Test

Is this a test form response?

General-Elicitation: Elicitation section
  1. What’s your current service catalog strategy?
  2. Who do you offer services to?
  3. What’s the software solution to maintain the service catalog?
  4. What’s the scope of the catalog?
  5. How did your organization set up the service catalog?
  6. What are the services your organization maintains in the service catalog?
  7. What’s your service request fulfillment process?
  8. What are existing business dependencies?
  9. What are the organizational units you support with the service catalog?
  10. What’s the general approval process to receive services?
  11. How do you define and describe your services?
  12. How do you charge for the offered services?
  13. What are the standard key metrics for your services?
  14. What’s your service catalog update model?
  15. What are possible future approaches to the service catalog?
General-Design: Process design section
  1. What’s the procedure to add, remove, and change IT services?
  2. What information should your organization have to include for each service?
  3. How would you apply changes to already existing services?
  4. How would you communicate updates of the service catalog?
  5. How would you describe services? (content, structure, format, style)
  6. How would you create a template for service descriptions?
  7. How would you align service catalog and service portfolio management?
  8. How would you calculate the prices of the services?
General-Launch: Service catalog launch section
  1. How would you run a pilot program to identify issues?
  2. How would you launch with a limited set of services?
  3. How would you validate the procedures for the service catalog and service requests?
  4. How would you collect feedback from users and make adjustments quickly?
  5. How would you verify the user experience with interviews and surveys?
General-Feedback: User feedback section
  1. How was your experience requesting a service?
  2. What did you like best about the experience?
  3. How can your organization improve the experience in the future?
  4. What services do you need you couldn’t find?
  5. What are your additional comments or suggestions?
◼️
Process form
Home-All: Section selection section

Task

Which kind of task do you want to do?

Interviewee

Only answer this question if you know what you're doing.

Test

Is this a test form response?

General-Field: Service/field add/remove request section

Field

Which field do you want to change?

Change

What do you want to change?

General-Service: Service change request section

Name

What’s the service name?

Identifier

What’s the service identifier?

Type

What’s the service type?

Status

What’s the service status?

Category

What’s the service category?

Owner

Who’s the service owner?

Responsibility

Who’s responsible for this service?

Description1

What’s the short service description?

Description2

What’s the detailed service description?

Target

Who’s the target customer/user?

Relevance

What’s the service’s relevance for your organization?

Usage

How intensely does your organization use this service?

Security

What’s the service security level?

Billing

What’s the billing model?

Variants

What are the service variants?

Start

What’s the service commencement date?

End

What’s the service decommission date?

Version

What’s the current service version?

History

What’s the service version history?

Architecture1

What’s the short service architecture?

Architecture2

What’s the detailed service architecture?

Related

Which are the related services?

Parent

Which are the parent services?

Childs

Which are the child services?

Price

What’s the service price?

List

Please link/upload the service pricing list!

Level

What are the agreed service levels?

Contracts

Which are the related service contracts?

Dependencies

What are other dependencies?

Costs

What’s the service cost model?

Cost driver

What are the most relevant cost drivers?

Cost center

What’s the corresponding cost center?

Other

What’s other relevant information?

Files1

Please enter related file links!

Files2

Please upload related files!

Framework website (M)
◼️
Overview

The framework website is an approach for useful information marketing. It includes a management framework to not only inform the website user partially but to describe a topic from A-Z with a specific level of detail. The management framework can never answer all questions but can contribute to the solution significantly. The advantage of the framework website compared to classical content marketing websites is that the website user will remember the website easier and will come back for further information.

◼️
Form structure
Home-All: Section selection section

Task

Which kind of task do you want to do?

Interviewee

— Copy question from sheet —

Test

Is this a test form response?

General-Market: User market section

Market

Which market is the website user’s organization in?

Related

What are related website user markets?

Nonmarket

Which market are the website users visitors not in?

General-Job: Visitor job section

Primary

What’s the website user’s primary job to be done?

Define

What’s the website user’s ‘Define’ job to be done?

Locate

What’s the website user’s ‘Locate‘ job to be done?

Prepare

What’s the website user’s ‘Prepare‘ job to be done?

Confirm

What’s the website user’s ‘Confirm‘ job to be done?

Execute

What’s the website user’s ‘Execute‘ job to be done?

Monitor

What’s the website user’s ‘Monitor‘ job to be done?

Modify

What’s the website user’s ‘Modify‘ job to be done?

Conclude

What’s the website user’s ‘Conclude‘ job to be done?

General-Outcomes: User outcomes section

Primary

What are the website user’s primary outcomes to be achieved?

Define

What’s the website user’s ‘Define’ job’s outcomes to be achieved?

Locate

What’s the website user’s ‘Locate‘ job’s outcomes to be achieved?

Prepare

What’s the website user’s ‘Prepare‘ job’s outcomes to be achieved?

Confirm

What’s the website user’s ‘Confirm‘ job’s outcomes to be achieved?

Execute

What’s the website user’s ‘Execute‘ job’s outcomes to be achieved?

Monitor

What’s the website user’s ‘Monitor‘ job’s outcomes to be achieved?

Modify

What’s the website user’s ‘Modify‘ job’s outcomes to be achieved?

Conclude

What’s the website user’s ‘Conclude‘ job’s outcomes to be achieved?

General-Problem: User problem section

Main

What’s the website user’s main challenge to get the job done?

Culture

What’s the website user’s cultural challenge to get the job done?

Process

What’s the website user’s process challenge to get the job done?

Technology

What’s the website user’s technical challenge to get the job done?

General-Needs: User needs section

Main

Which main advise does the website user need?

Culture

Which cultural advise does the website user need?

Process

Which process advise does the website user need?

Technology

Which technical advise does the website user need?

General-Stakeholders: User stakeholders section

Internal

Who are the website user’s organizational (internal) stakeholders?

Customers

Who are the website user’s customer stakeholders?

Suppliers

Who are the website user’s supplier stakeholders?

Competitors

Who are the website user’s competitor stakeholders?

General-Solution: Solution design section

Aim

What’s the overall aim of the to-be-developed framework?

Approach

How does the framework support the website user to get his/her job done?

Useful

How’s the framework applicable and useful instead of informative only?

Advise

How does the framework provide concrete advise to get the job done?

Process

How does the framework provide process guidance to lead the user?

Change

How does the framework provide organizational change guidance to influence the user stakeholders?

General-Information: Information structure design section

Advise

What’s the best structure to provide advise?

Process

What’s the best structure to provide process guidance?

Change

What’s the best structure to provide organizational change advise?

General-Diffusion: Framework diffusion section

Communication

How do you communicate your new framework website?

Users

How do you increase the number of website users?

Mouth

How do you support word of mouth communication about your new framework website?

Technology solution proof-of-concept (M)
◼️
Overview

The proof-of-concept is a lightweight approach to evaluating a technology solution and showing that it fulfills the requirements of the organization. The proof-of-concept is one of the earliest steps in the implementation and adoption process with the least amount of effort. It follows a structured process keeping effort and learning balanced. The proof-of-concept comes before the prototype and minimum viable product/solution/implementation.

◼️
Form structure
Home-All: Section selection section

Project

Which proof-of-concept project are you referring to?

Task

Which kind of task do you want to do?

Interviewee

— Copy question from sheet —

Test

Is this a test form response?

Goal: Goal section

Solution

What’s the aim of this technology solution?

Organization

What’s the aim of using this technology solution in your organization?

Replacement

What’s the aim of replacing another technology solution?

Winner

Why’s this technology solution better than its alternatives?

Alternatives

What are alternative technology solution’s if this one doesn’t work?

Nontechnology

What are alternative improvement approaches (e.g., culture, process) if no technology solution works as required?

Outcomes: Outcomes section

Improvement

What are the outcomes this new technology solution should improve?

Deterioration

What are the outcomes this new technology solution could deteriorate?

Upgrade

What are the advantages compared to an upgrade of the already implemented technology solution landscape?

Additional

What are the disadvantages of implementing an additional technology solution compared to using/upgrading the existing technology solution landscape?

Positive

What are possible positive side effects of this new technology solution?

Negative

What are possible negative side effects of this new technology solution?

Requirements: Requirements section

Theory

What are the minimum requirements this new technology solution should fulfill theoretically?

Concept

What are the minimum requirements this new technology solution should meet as part of the proof-of-concept?

Culture

What are the cultural change nice-to-have requirements?

Process

What are the process change nice-to-have requirements?

Other

What are the technical nice-to-have requirements not related to the evaluated technology solution?

Planning: Planning section

Prerequisites

What are the prerequisites before starting?

Requirements

What are the requirements to set up, configure, test, and use this technology solution?

Setup

What are the steps to set up this technology solution?

Configuration

What are the steps to configure this technology solution?

Test

What are the steps to test this technology solution?

Deconstruction

What are the steps to deconstruct this technology solution?

Implementation: Implementation section

Installation

How complicated is it to install this technology solution?

Risks

What are the installation risks of this technology solution?

Configuration

How complicated is it to configure this technology solution?

Risks1

What are the configuration risks of this technology solution?

Integration

How complicated is it to integrate this technology solution into the existing technology landscape?

Risks2

What are the integration risks of this technology solution?

Verification: Verification section

Compatibility

How does this technology solution meet your compatibility requirements?

Functionality

How does this technology solution meet your functional (feature) requirements?

Usability

How does this technology solution meet your usability requirements?

Process

How does this technology solution meet your process requirements?

Culture

How does this technology solution meet your cultural requirements?

Validation: Validation section

Compatibility

Is this technology solution compatible with your organization’s technology environment/landscape?

Utility

Is this technology solution useful?

Organization

Does your organization has a functional need for this technology solution?

Usability

Is this technology solution easy to use?

Process

Does this technology solution meet your organization’s processes?

Culture

Does this technology solution fit into your organization’s culture?

Affordability

Can your organization afford this technology solution?

Evaluation: Evaluation section

Utility

How useful is this technology solution?

Procurement

How much effort would it be to procure this technology solution?

Costs

How costly is this technology solution?

Implementation

How much time would take this technology solution to be implemented?

Alternatives

What are the alternatives to this technology solution?

Followup: Follow-up section

Results

What are the results of this technology proof-of-concept?

Next

What are the next steps after this technology proof-of-concept?

Responsibility

Who’s in charge of the next steps after this technology proof-of-concept?

Improvement: Continual improvement section

Learning

What did you learn from this technology solution proof-of-concept project?

Improvement

What can you do better with the next technology solution proof-of-concept project?

Distribution

How can you distribute your learnings throughout the organization?

Organization

What can the organization learn for future technology solution proof-of-concept projects?

Technology sourcing trends analysis
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Overview

TBD…

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Form structure
Home-All: Section selection section

Task

Which kind of task do you want to do?

Interviewee

— Copy question from sheet —

Test

Is this a test form response?

  1. General-Needs: Organizational sourcing needs section
  2. General-Best: Best of breed sourcing section
  3. General-Relational: Relational outsourcing section
  4. General-Integration: Insourcing service integration section
  5. General-Agile: Agile tendering section
  6. General-Hybrid: Hybrid sourcing models section
  7. General-Capacity: Managed agile capacity section
  8. General-Experience: Experience level agreements section
  9. General-Towers: Intelligent watch towers section
  10. General-Ecosystem: Digital ecosystem partner models section
  11. General-Open: Open-source-based sourcing section
  12. General-Blockchain: Blockchain-based contracting section
  13. General-Intelligence: AI-driven contract management section
  14. General-Prioritization: Prioritization section