Negotiation and implementation of an outsourcing contract IT global service

Definition of service model, supplier selection, contract negotiation, implementation, management and control of information technology outsourcing

Sector: Energy; Duration: 14 months

As part of the project it was needed to define service, management and control models to deal with the supplier. The project also included the negotiation with suppliers and the definition of an economical model.

Key success factors during negotiation included:

  • A clear definition of the contracted services
  • The contract included mechanisms to adapt the different services to a changing environment
  • Economical model based on the defined services
  • Relationship model agreed with the supplier. Clear definition of roles and responsibilities
  • Clear system of metrics to measure compliance to the service level agreement
  • Clear mechanism for resolution of conflicts
  • Information system and supporting tools