Intrenion

Service Sourcing Framework

A practical method for sourcing, managing, improving, and replacing services.

Table of Contents

Introduction

Problem

Services are often managed differently by different people.

Framework

The Service Sourcing Framework provides a simple structure for managing services.

Use

The framework can be used for any externally delivered service.

Audio Discussions

TBD…

Phase 1: Strategy

Defines the future sourcing direction before engaging the provider market.

Artifact 1: Service Landscape (Sheet)

Provides a consolidated view of the current service environment.

  1. Service (Primary): Identifies the service that is being sourced.
  2. Provider: Shows who currently delivers the service.
  3. Contract: Connects the service to its governing agreement.
  4. Annual Cost: Shows the current yearly spend for the service.
  5. Risks: Captures concerns that may affect sourcing decisions.

Artifact 2: Stakeholder Register (Sheet)

Identifies the people who influence sourcing decisions and future service design.

  1. Stakeholder (Primary): Identifies people and groups that influence sourcing decisions.
  2. Role: Shows the stakeholder’s involvement in the sourcing lifecycle.
  3. Decision Authority: Defines which decisions the stakeholder can approve or reject.
  4. Requirements: Captures what the stakeholder expects from the future service.
  5. Concerns: Records risks, objections, and unresolved stakeholder issues.

Artifact 3: Current State Assessment (Text)

Evaluates the current service environment before defining the future state.

  1. Strengths: Describes capabilities and outcomes that should be preserved.
  2. Weaknesses: Identifies problems and limitations that require change.
  3. Opportunities: Highlights areas where sourcing can create additional value.
  4. Threats: Describes risks that could negatively affect future outcomes.
  5. Conclusions: Summarizes the most important findings from the assessment.

Artifact 4: Sourcing Decisions (Sheet)

Documents the key sourcing choices and their associated trade-offs.

  1. Decision (Primary): Records the sourcing choice that has been made.
  2. Benefit: Explains the main advantage of the selected option.
  3. Alternative Rejected: Documents the most relevant option that was not chosen.
  4. Accepted Downside: Records the disadvantage that is accepted as a trade-off.
  5. Area: Groups decisions by the affected topic or domain.

Artifact 5: Future Service Catalog (Sheet)

Defines the target service landscape that will be sourced.

  1. Service (Primary): Identifies a service in the future operating model.
  2. Service Description: Defines the scope and purpose of the service.
  3. Service Level: States the expected performance of the service.
  4. Service Volume: Describes the expected demand for the service.
  5. Service Criticality: Shows how important the service is to the business.

Artifact 6: Business Case (Text)

Explains why the sourcing initiative should be pursued.

  1. Business Drivers: Explains why the sourcing initiative is being considered.
  2. Expected Benefits: Describes the value that the initiative is expected to create.
  3. Financial Impact: Summarizes expected costs, savings, and investments.
  4. Key Risks: Identifies the main threats to achieving the expected benefits.
  5. Recommendation: States the proposed sourcing direction.

Artifact 7: Sourcing Timeline (Sheet)

Defines the major events and dependencies of the sourcing initiative.

  1. Milestone (Primary): Identifies a significant event or decision point in the sourcing process.
  2. Date: Defines when the milestone is expected to be completed.
  3. Owner: Assigns accountability for achieving the milestone.
  4. Dependency: Identifies activities that must be completed beforehand.
  5. Risks: Records factors that could delay the milestone.

Phase 2: Transaction

Selects the future provider through market learning, solution design, competition, and negotiation.

Sub-Phase 1: Transaction Planning

Defines how the transaction will be organized and executed.

Artifact 8: Transaction Decisions (Sheet)

Documents the key transaction choices and their associated trade-offs.

  1. Decision (Primary): Records the transaction choice that has been made.
  2. Benefit: Explains the main advantage of the selected option.
  3. Alternative Rejected: Documents the most relevant option that was not chosen.
  4. Accepted Downside: Records the disadvantage that is accepted as a trade-off.
  5. Area: Groups decisions by the affected topic or domain.

Artifact 9: Transaction Timeline (Sheet)

Defines the major events and dependencies of the transaction process.

  1. Milestone (Primary): Identifies a significant event or decision point in the transaction.
  2. Date: Defines when the milestone is expected to be completed.
  3. Owner: Assigns accountability for achieving the milestone.
  4. Dependency: Identifies activities that must be completed beforehand.
  5. Risks: Records factors that could delay the milestone.

Sub-Phase 2: Market Learning

Builds an initial understanding of market capabilities and provider options.

Artifact 10: Request for Information (RFI) (Text)

Collects structured market information from potential providers.

  1. Objectives: Defines what the organization wants to learn from the market.
  2. Current Environment: Describes the context providers need to understand.
  3. Information Requested: Specifies the information providers are expected to provide.
  4. Response Instructions: Defines how providers must structure and submit responses.
  5. Timeline: Defines the schedule and deadlines for the RFI process.

Artifact 11: RFI Provider Evaluation (Sheet)

Compares provider responses against predefined evaluation criteria.

  1. Criterion (Primary): Defines the evaluation criterion used for provider assessment.
  2. Description: Explains how the criterion should be interpreted.
  3. Providers: Records the provider result for the criterion.
  4. Decision Rule: Defines the condition for keeping or removing a provider.
  5. Risks: Captures uncertainty or concerns related to the evaluation.

Artifact 12: RFI Evaluation Report (Text)

Summarizes the findings and conclusions from the market learning phase.

  1. Market Findings: Summarizes observations about the market and available capabilities.
  2. Provider Findings: Summarizes observations about participating providers.
  3. Key Risks: Identifies the most important risks discovered during evaluation.
  4. Recommendations: States the recommended actions resulting from the evaluation.
  5. Conclusions: Summarizes the overall outcome of the RFI process.

Sub-Phase 3: Solution Learning

Explores how providers would deliver the future service model.

Artifact 13: Non-Disclosure Agreement (NDA) (Text)

Protects confidential information exchanged during the transaction.

  1. Confidential Information: Defines which information is subject to protection.
  2. Permitted Use: Defines how confidential information may be used.
  3. Restrictions: Defines prohibited disclosure or use of confidential information.
  4. Duration: Defines how long confidentiality obligations apply.
  5. Liability: Defines the consequences of violating the agreement.

Artifact 14: Request for Solution (RFS) (Text)

Collects provider proposals for delivering the future service model.

  1. Objectives: Defines what the organization wants to learn from provider solutions.
  2. Service Scope: Defines the services that providers must address.
  3. Solution Questions: Specifies the questions providers are expected to answer.
  4. Response Instructions: Defines how providers must structure and submit responses.
  5. Timeline: Defines the schedule and deadlines for the RFS process.

Artifact 15: RFS Provider Evaluation (Sheet)

Compares provider solutions against predefined evaluation criteria.

  1. Criterion (Primary): Defines the evaluation criterion used for provider assessment.
  2. Description: Explains how the criterion should be interpreted.
  3. Providers: Records the provider result for the criterion.
  4. Decision Rule: Defines the condition for keeping or removing a provider.
  5. Risks: Captures uncertainty or concerns related to the evaluation.

Artifact 16: RFS Evaluation Report (Text)

Summarizes the findings and conclusions from the solution learning phase.

  1. Solution Findings: Summarizes observations about proposed service solutions.
  2. Provider Findings: Summarizes observations about participating providers.
  3. Key Risks: Identifies the most important risks discovered during evaluation.
  4. Recommendations: States the recommended actions resulting from the evaluation.
  5. Conclusions: Summarizes the overall outcome of the RFS process.

Sub-Phase 4: Solution Workshops

Validates provider capabilities through direct interaction and discussion.

Artifact 17: Workshop Timeline (Sheet)

Organizes the scheduling and participation of provider workshops.

  1. Workshop (Primary): Identifies the workshop session.
  2. Date: Defines when the workshop will take place.
  3. Provider: Identifies the provider participating in the workshop.
  4. Participants: Records the required attendees for the workshop.
  5. Notes: Captures planning details relevant to the workshop.

Artifact 18: Workshop Agenda (Text)

Defines the structure and objectives of each workshop session.

  1. Objectives: Defines the outcomes the workshop should achieve.
  2. Structure: Describes how the workshop is organized.
  3. Discussion Topics: Identifies the topics that must be covered.
  4. Key Questions: Lists the questions that should be answered during the workshop.
  5. Schedule: Defines the timing of the workshop activities.

Artifact 19: Workshop Provider Evaluation (Sheet)

Compares workshop outcomes against predefined evaluation criteria.

  1. Criterion (Primary): Defines the evaluation criterion used for provider assessment.
  2. Description: Explains how the criterion should be interpreted.
  3. Providers: Records the provider result for the criterion.
  4. Decision Rule: Defines the condition for keeping or removing a provider.
  5. Risks: Captures uncertainty or concerns related to the evaluation.

Artifact 20: Workshop Evaluation Report (Text)

Summarizes the findings and conclusions from the workshop phase.

  1. Workshop Findings: Summarizes observations from workshop discussions.
  2. Provider Findings: Summarizes observations about participating providers.
  3. Key Risks: Identifies the most important risks discovered during evaluation.
  4. Recommendations: States the recommended actions resulting from the evaluation.
  5. Conclusions: Summarizes the overall outcome of the workshop phase.

Sub-Phase 5: Service Design

Defines the future service model, commercial structure, and contractual baseline.

Artifact 21: Service Catalog (Sheet)

Defines the services that will be included in the future operating model.

  1. Service (Primary): Identifies a service in the future operating model.
  2. Service Description: Defines the scope and purpose of the service.
  3. Service Level: States the expected performance of the service.
  4. Service Volume: Describes the expected demand for the service.
  5. Service Dependencies: Identifies dependencies that affect service delivery.

Artifact 22: Service Design Decisions (Sheet)

Documents the key service design choices and their associated trade-offs.

  1. Decision (Primary): Records the service design choice that has been made.
  2. Benefit: Explains the main advantage of the selected option.
  3. Alternative Rejected: Documents the most relevant option that was not chosen.
  4. Accepted Downside: Records the disadvantage that is accepted as a trade-off.
  5. Service: Connects the decision to a specific service.

Artifact 23: Service Management Process Decisions (Sheet)

Documents the key process design choices and their associated trade-offs.

  1. Decision (Primary): Records the process design choice that has been made.
  2. Benefit: Explains the main advantage of the selected option.
  3. Alternative Rejected: Documents the most relevant option that was not chosen.
  4. Accepted Downside: Records the disadvantage that is accepted as a trade-off.
  5. Process: Connects the decision to a specific process.

Artifact 24: Service Level Agreement (Text)

Defines the contractual commitments governing service delivery.

  1. Scope: Defines the services covered by the agreement.
  2. Service Levels: Defines the performance commitments of the provider.
  3. Responsibilities: Defines the obligations of the customer and the provider.
  4. Reporting: Defines how service performance will be reported.
  5. Consequences: Defines the consequences of failing service commitments.

Artifact 25: Service Level Matrix (Sheet)

Provides a structured inventory of measurable service commitments.

  1. Service Level (Primary): Identifies the service commitment being measured.
  2. Service: Connects the service level to a specific service.
  3. Target: Defines the required performance level.
  4. Measurement: Defines how performance will be measured.
  5. Consequences: Defines the consequences of missing the target.

Artifact 26: Reporting Catalog (Sheet)

Defines the reports required to govern the future service.

  1. Report (Primary): Identifies the required report.
  2. Audience: Defines who receives the report.
  3. Purpose: Explains why the report exists.
  4. Contents: Defines the information that must be included.
  5. Frequency: Defines how often the report must be produced.

Artifact 27: Pricing Schedule (Sheet)

Defines the commercial structure of service pricing.

  1. Price Component (Primary): Identifies a billable pricing element.
  2. Service: Connects the price component to a service.
  3. Price: Defines the agreed price.
  4. Assumptions: Documents the conditions underlying the price.
  5. Adjustment Rules: Defines how the price may change over time.

Artifact 28: Volume Schedule (Sheet)

Defines the demand assumptions used for pricing and delivery.

  1. Volume Component (Primary): Identifies a measurable demand element.
  2. Service: Connects the volume component to a service.
  3. Current Volume: Records the current level of demand.
  4. Forecast Volume: Records the expected future level of demand.
  5. Assumptions: Documents the conditions underlying the forecast.

Artifact 29: Asset Inventory (Sheet)

Provides an inventory of assets relevant to service delivery.

  1. Asset (Primary): Identifies the asset.
  2. Service: Connects the asset to a service.
  3. Type: Classifies the asset.
  4. Location: Identifies where the asset is located.
  5. Notes: Records additional information relevant to the asset.

Artifact 30: Process Catalog (Sheet)

Defines the capabilities required to execute service management processes.

  1. Process (Primary): Identifies the process.
  2. Provider Capability Level: Defines the capability expected from the provider.
  3. Customer Capability Level: Defines the capability retained by the customer.
  4. Service: Connects the process to a service.
  5. Dependencies: Identifies dependencies that affect process execution.

Artifact 31: Master Services Agreement (Text)

Defines the overarching commercial and legal framework of the sourcing relationship.

  1. Commercial Terms: Defines the financial and commercial obligations of the parties.
  2. Governance: Defines how the relationship will be managed and controlled.
  3. Liability: Defines how risks and responsibilities are allocated.
  4. Change Management: Defines how contractual changes will be governed.
  5. Legal Terms: Defines the legal conditions governing the agreement.

Sub-Phase 6: Commercial Competition

Creates a structured competition among providers based on comparable commercial offers.

Artifact 32: Provider Question Log (Sheet)

Tracks provider questions and approved responses during the transaction.

  1. Question (Primary): Records the provider question.
  2. Area: Groups questions by the affected topic or domain.
  3. Provider: Identifies the provider asking the question.
  4. Answer: Records the approved response.
  5. Status: Shows whether the question remains open or has been resolved.

Artifact 33: Assumptions Register (Sheet)

Documents assumptions that may affect provider proposals and evaluations.

  1. Assumption (Primary): Records an assumption used during the transaction.
  2. Area: Groups assumptions by the affected topic or domain.
  3. Impact: Describes the effect if the assumption proves incorrect.
  4. Risks: Identifies risks created by the assumption.
  5. Mitigation: Defines actions that reduce the impact of the assumption.

Artifact 34: Request for Quote (RFQ) (Text)

Requests binding commercial proposals from participating providers.

  1. Scope: Defines the services and obligations included in the request.
  2. Commercial Requirements: Defines the commercial conditions providers must satisfy.
  3. Pricing Instructions: Defines how pricing information must be submitted.
  4. Response Instructions: Defines how providers must structure and submit responses.
  5. Timeline: Defines the schedule and deadlines for the RFQ process.

Artifact 35: RFQ Provider Evaluation (Sheet)

Compares provider proposals against predefined commercial criteria.

  1. Criterion (Primary): Defines the evaluation criterion used for provider assessment.
  2. Description: Explains how the criterion should be interpreted.
  3. Providers: Records the provider result for the criterion.
  4. Decision Rule: Defines the condition for keeping or removing a provider.
  5. Risks: Captures uncertainty or concerns related to the evaluation.

Artifact 36: RFQ Evaluation Report (Text)

Summarizes the findings and conclusions from the commercial evaluation.

  1. Commercial Findings: Summarizes observations about provider commercial proposals.
  2. Provider Findings: Summarizes observations about participating providers.
  3. Key Risks: Identifies the most important risks discovered during evaluation.
  4. Recommendations: States the recommended actions resulting from the evaluation.
  5. Conclusions: Summarizes the overall outcome of the RFQ process.

Sub-Phase 7: Due Diligence

Verifies provider claims before making a final provider selection.

Artifact 37: Reference Check Questionnaire (Sheet)

Collects structured feedback from provider references.

  1. Statement (Primary): Defines the statement that the reference is asked to confirm.
  2. Area: Groups statements by the affected topic or domain.
  3. Reference Response: Records the reference’s response.
  4. Concerns: Captures reservations or concerns raised by the reference.
  5. Comments: Records additional information provided by the reference.

Artifact 38: Reference Check Report (Text)

Summarizes the findings from reference validation activities.

  1. Confirmed Findings: Summarizes findings confirmed by references.
  2. Positive Findings: Summarizes strengths highlighted by references.
  3. Concerns: Summarizes concerns raised by references.
  4. Risks: Identifies risks emerging from reference feedback.
  5. Recommendations: States the recommended actions resulting from the findings.

Artifact 39: Due Diligence Questionnaire (Sheet)

Collects evidence used to validate provider capabilities and commitments.

  1. Question (Primary): Defines the verification question.
  2. Area: Groups questions by the affected topic or domain.
  3. Provider Response: Records the provider’s response.
  4. Concerns: Captures concerns arising from the response.
  5. Comments: Records additional information relevant to the response.

Artifact 40: Due Diligence Report (Text)

Summarizes the findings from provider verification activities.

  1. Confirmed Findings: Summarizes findings validated during due diligence.
  2. Open Issues: Identifies issues that remain unresolved.
  3. Risks: Identifies risks discovered during due diligence.
  4. Recommendations: States the recommended actions resulting from the findings.
  5. Conclusions: Summarizes the overall outcome of the due diligence process.

Sub-Phase 8: Final Negotiation

Converts the preferred provider into a final sourcing recommendation.

Artifact 41: Negotiation Decisions (Sheet)

Documents the key negotiation choices and their associated trade-offs.

  1. Decision (Primary): Records the negotiation choice that has been made.
  2. Benefit: Explains the main advantage of the selected option.
  3. Alternative Rejected: Documents the most relevant option that was not chosen.
  4. Accepted Downside: Records the disadvantage that is accepted as a trade-off.
  5. Area: Groups decisions by the affected topic or domain.

Artifact 42: Negotiation Issue Log (Sheet)

Tracks unresolved topics requiring negotiation between the customer and the provider.

  1. Issue (Primary): Identifies the negotiation issue.
  2. Area: Groups issues by the affected topic or domain.
  3. Provider Position: Records the provider’s proposed position.
  4. Customer Position: Records the customer’s proposed position.
  5. Resolution: Records the agreed outcome of the negotiation.

Artifact 43: Provider Recommendation (Sheet)

Documents the final recommendation for provider selection.

  1. Provider (Primary): Identifies the recommended provider.
  2. Key Strengths: Summarizes the provider’s most important advantages.
  3. Key Concerns: Summarizes the provider’s most important risks or weaknesses.
  4. Recommendation: States the proposed sourcing decision.
  5. Risks: Identifies risks associated with the recommendation.

Phase 3: Transition

Transfers responsibility for service delivery from the current operating model to the future operating model.

Sub-Phase 9: Transition Planning

Defines how the transition will be organized and executed.

Artifact 44: Transition Decisions (Sheet)

Documents the key transition choices and their associated trade-offs.

  1. Decision (Primary): Records the transition choice that has been made.
  2. Benefit: Explains the main advantage of the selected option.
  3. Alternative Rejected: Documents the most relevant option that was not chosen.
  4. Accepted Downside: Records the disadvantage that is accepted as a trade-off.
  5. Area: Groups decisions by the affected topic or domain.

Artifact 45: Transition Timeline (Sheet)

Defines the major events and dependencies of the transition.

  1. Milestone (Primary): Identifies a significant event or decision point in the transition.
  2. Date: Defines when the milestone is expected to be completed.
  3. Owner: Assigns accountability for achieving the milestone.
  4. Dependency: Identifies activities that must be completed beforehand.
  5. Risks: Records factors that could delay the milestone.

Sub-Phase 10: Transition Preparation

Defines what must be transferred and validated before service commencement.

Artifact 46: Transition Scope (Sheet)

Identifies the responsibilities and assets that must move to the future operating model.

  1. Item (Primary): Identifies the item that must be transferred or handed over.
  2. Category: Classifies the item into a transfer area.
  3. Current Owner: Identifies the party currently responsible for the item.
  4. Future Owner: Identifies the party that will become responsible for the item.
  5. Risks: Identifies risks associated with the transfer.

Artifact 47: Service Commencement Assessment (Sheet)

Verifies whether all requirements for service commencement have been fulfilled.

  1. Requirement (Primary): Identifies a condition that must be satisfied before service commencement.
  2. Area: Groups requirements by the affected topic or domain.
  3. Validation Method: Defines how compliance with the requirement will be verified.
  4. Status: Shows whether the requirement has been fulfilled.
  5. Risks: Identifies risks associated with unmet requirements.

Sub-Phase 11: Transition Closure

Confirms transition completion and records remaining actions.

Artifact 48: Open Issues Log (Sheet)

Tracks issues that remain unresolved during or after transition.

  1. Issue (Primary): Identifies the unresolved issue.
  2. Area: Groups issues by the affected topic or domain.
  3. Impact: Describes the consequence of the issue.
  4. Resolution: Records the planned or agreed resolution.
  5. Status: Shows whether the issue remains open or has been resolved.

Artifact 49: Transition Closure Report (Text)

Summarizes the outcome of the transition and its remaining obligations.

  1. Transition Summary: Summarizes the transition activities and outcomes.
  2. Achievements: Highlights the most important completed transition objectives.
  3. Outstanding Issues: Identifies issues that remain unresolved after transition.
  4. Lessons Learned: Captures insights that can improve future transitions.
  5. Recommendations: States actions that should be taken after transition completion.

Phase 4: Transformation

Changes and improves the service after the transition has been completed.

Sub-Phase 12: Change Planning

Defines how the transformation will be organized and executed.

Artifact 50: Transformation Decisions (Sheet)

Documents the key transformation choices and their associated trade-offs.

  1. Decision (Primary): Records the transformation choice that has been made.
  2. Benefit: Explains the main advantage of the selected option.
  3. Alternative Rejected: Documents the most relevant option that was not chosen.
  4. Accepted Downside: Records the disadvantage that is accepted as a trade-off.
  5. Area: Groups decisions by the affected topic or domain.

Artifact 51: Change Timeline (Sheet)

Defines the major events and dependencies of the transformation.

  1. Milestone (Primary): Identifies a significant event or decision point in the transformation.
  2. Date: Defines when the milestone is expected to be completed.
  3. Owner: Assigns accountability for achieving the milestone.
  4. Dependency: Identifies activities that must be completed beforehand.
  5. Risks: Records factors that could delay the milestone.

Sub-Phase 13: Change Execution

Tracks the implementation of approved changes and their associated risks.

Artifact 52: Transformation Backlog (Sheet)

Provides a structured inventory of approved transformation activities.

  1. Change Item (Primary): Identifies the change that is being implemented.
  2. Area: Groups changes by the affected topic or domain.
  3. Current State: Describes the situation before the change.
  4. Target State: Describes the desired outcome after the change.
  5. Risks: Identifies risks associated with the change.

Artifact 53: Transformation Risks (Sheet)

Tracks risks that may affect the successful completion of the transformation.

  1. Risk (Primary): Identifies the transformation risk.
  2. Area: Groups risks by the affected topic or domain.
  3. Impact: Describes the consequence if the risk occurs.
  4. Mitigation: Defines actions that reduce the likelihood or impact of the risk.
  5. Status: Shows whether the risk remains active or has been resolved.

Artifact 54: Transformation Issues Log (Sheet)

Tracks issues that require action during transformation execution.

  1. Issue (Primary): Identifies the issue requiring resolution.
  2. Area: Groups issues by the affected topic or domain.
  3. Impact: Describes the consequence of the issue.
  4. Resolution: Records the planned or agreed resolution.
  5. Status: Shows whether the issue remains open or has been resolved.

Sub-Phase 14: Transformation Closure

Confirms the completion of the transformation and records the outcomes achieved.

Artifact 55: Transformation Closure Report (Text)

Summarizes the outcome of the transformation and its remaining obligations.

  1. Transformation Summary: Summarizes the transformation activities and outcomes.
  2. Achieved Outcomes: Highlights the most important completed transformation objectives.
  3. Outstanding Issues: Identifies issues that remain unresolved after transformation.
  4. Lessons Learned: Captures insights that can improve future transformations.
  5. Recommendations: States actions that should be taken after transformation completion.

Phase 5: Delivery

Governs, measures, and improves the service throughout the delivery lifecycle.

Sub-Phase 15: Service Governance

Provides the mechanisms required to steer and improve service delivery.

Artifact 56: Delivery Decisions (Sheet)

Documents the key delivery choices and their associated trade-offs.

  1. Decision (Primary): Records the delivery choice that has been made.
  2. Benefit: Explains the main advantage of the selected option.
  3. Alternative Rejected: Documents the most relevant option that was not chosen.
  4. Accepted Downside: Records the disadvantage that is accepted as a trade-off.
  5. Area: Groups decisions by the affected topic or domain.

Artifact 57: Service Improvement Register (Sheet)

Tracks improvement opportunities identified during service delivery.

  1. Improvement (Primary): Identifies the proposed improvement.
  2. Area: Groups improvements by the affected topic or domain.
  3. Expected Benefit: Describes the value expected from the improvement.
  4. Effort: Indicates the expected implementation effort.
  5. Status: Shows whether the improvement remains open or has been completed.

Sub-Phase 16: Service Reporting

Provides the information required to monitor service performance and provider outcomes.

Artifact 58: Monthly Service Report (Text)

Summarizes operational service performance during the reporting period.

  1. Service Performance: Summarizes performance against agreed service commitments.
  2. Provider Performance: Summarizes the provider’s delivery performance.
  3. Open Issues: Identifies issues that remain unresolved.
  4. Key Risks: Highlights risks that require attention.
  5. Recommendations: States actions that should be taken based on the findings.

Artifact 59: Quarterly Executive Report (Text)

Summarizes strategic service outcomes for executive stakeholders.

  1. Business Outcomes: Describes the business results achieved during the period.
  2. Strategic Alignment: Assesses alignment with business objectives and priorities.
  3. Major Risks: Identifies significant risks requiring executive attention.
  4. Major Decisions: Summarizes important decisions taken during the period.
  5. Recommendations: States actions recommended for executive consideration.

Sub-Phase 17: Issue Management

Provides mechanisms for resolving escalations and disputes.

Artifact 60: Escalation Register (Sheet)

Tracks issues that require management intervention.

  1. Escalation (Primary): Identifies the escalated issue.
  2. Area: Groups escalations by the affected topic or domain.
  3. Impact: Describes the consequence of the escalation.
  4. Resolution: Records the agreed action to resolve the escalation.
  5. Status: Shows whether the escalation remains open or has been resolved.

Artifact 61: Dispute Register (Sheet)

Tracks disagreements requiring formal resolution between the customer and the provider.

  1. Dispute (Primary): Identifies the disputed topic.
  2. Area: Groups disputes by the affected topic or domain.
  3. Position: Records the positions of the involved parties.
  4. Resolution: Records the agreed outcome of the dispute.
  5. Status: Shows whether the dispute remains open or has been resolved.

Sub-Phase 18: Service Changes

Provides mechanisms for changing the commercial and contractual baseline of the service.

Artifact 62: Contract Change Register (Sheet)

Tracks proposed changes to services, scope, pricing, or contractual obligations.

  1. Change Request (Primary): Identifies the requested contract change.
  2. Area: Groups changes by the affected topic or domain.
  3. Business Reason: Explains why the change is required.
  4. Impact: Describes the expected effect of the change.
  5. Status: Shows whether the change remains under review or has been approved.

Artifact 63: Contract Change Decisions (Sheet)

Documents the key contract change choices and their associated trade-offs.

  1. Decision (Primary): Records the contract change decision that has been made.
  2. Benefit: Explains the main advantage of the selected option.
  3. Alternative Rejected: Documents the most relevant option that was not chosen.
  4. Accepted Downside: Records the disadvantage that is accepted as a trade-off.
  5. Area: Groups decisions by the affected topic or domain.

Phase 6: Exit

Evaluates future sourcing options and defines the next lifecycle direction.

Artifact 64: Exit Options Analysis (Sheet)

Compares the available sourcing options before making an exit decision.

  1. Option (Primary): Identifies a sourcing option under consideration.
  2. Benefits: Describes the main advantages of the option.
  3. Downsides: Describes the disadvantages of the option.
  4. Risks: Identifies risks associated with the option.
  5. Recommendation: States whether the option should be pursued.

Artifact 65: Exit Recommendation (Text)

Documents the recommended sourcing direction after evaluating all options.

  1. Current Situation: Describes the circumstances that triggered the exit evaluation.
  2. Options Considered: Summarizes the sourcing options that were assessed.
  3. Recommended Option: States the proposed sourcing direction.
  4. Key Trade-Offs: Explains the most important advantages and disadvantages of the recommendation.
  5. Next Lifecycle Phase: Defines the lifecycle phase that should follow the exit decision.