Organisations are now firmly focussed on cost and quality management. Spend on third party service providers is a key area of focus. The day to day management of Service Level Agreements within organisations has typically been undertaken by operations or service management team. These teams are focussed on managing the quality of service into the organisation – but they have not always provided effective monitoring against the contractual metrics - specifically they do not always alert the organisation to contractual breaches. In many cases operational and service management teams are not motivated to do so as they feel it will also reflect badly on them – afterall they were probably involved in the vendor selection process.
Oct 19
