IT Outsourcing Contract Management, tasks within ITIL phases
When talking about contract management in complex IT outsourcing projects, the following tasks should be taken care of:
RfP of IT Outsourcing Contracts
- Preparation of a RFP together with technical experts and the purchase department based on an existing Service Strategy and Service Design according to ITIL
- (Support of the) evaluation of proposals
- Support during supplier assessments and negotiations
Contract Design of IT Outsourcing Contracts
- Structuring of the negotiation results together with the RFP requirements
- Monitoring the final contract version
- Risk analysis of the final contract regarding the operation mode
Project Start of IT Outsourcing Contracts
- Creation of claim letter templates and other kinds of contractual letters
- Buildup of a claim reporting system
- Contract training for project members
Transition
- Contractual support regarding the transition of the IT performance to the external provider
- Contract Monitoring
- Claims Management
Service Operation
- Performance Monitoring
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
Support of Termination
- Transition to successor or in-sourcing
- Creating of the contractual requirements
- Clarification of remaining claims
