Managing Service Providers Through a Service Catalog
Rodrigo Fernando Flores
IT outsourcing continues to grow. And so does the challenge in managing outsourced IT. To meet that challenge, leading IT organizations now look for better ways to manage the relationships with their managed service providers (MSPs).
Most of these problems could be helped or resolved by the use of a Service Catalogue on both sides of the relationship. The Service Catalogue is a strategic tool that can help you achieve effective management of the outsourced relationship for both the internal client organization and the MSP - or multiple MSPs.
A Service Catalogue allows IT to effectively serve as the "prime contractor", managing and coordinating the various suppliers to ensure that the services provided meet the needs of the business. Your business customers don't need to know that you've subcontracted some, most, or even all of your services to other suppliers - those back office mechanisms should be transparent to them.
To help address this challenge, ITIL V3 introduces a formal supplier management process. According to ITIL V3, "The goal of the Supplier Management process is to manage suppliers and the services they supply, to provide seamless quality of IT service to the business, ensuring value for money is obtained."
This white paper outlines why a Service Catalogue is essential for supplier management and managing outsourced services, as the cornerstone for IT's relationship with its internal business customers.