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


  • 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