Engaging suppliers and customers

Rob England

v2

Service provider

• Service integration• Service aggregation• XaaS• Cloud• “Bespoke” outsourcing

Mutual engagement

Operating model

Leve

l 2 A

dmin

Leve

l 1

Client incident or request Request

Search for workaround or solution

Knowledge base

found

Client resolution

Incident matching Request closed

Request for Change

Incident resolution found

Incident resolution

Problem identification

CA-USD Request Problem analysis Problem

workaroundProblem resolution

Request for Change

Change process

CMDB

N

Y

N

Y

problem

Y

N

problem

Y

N

Customer 2

Customer 1

Supplier 2

Supplier 1

Operating model

Leve

l 2 A

dmin

Leve

l 1

Client incident or request Request

Search for workaround or solution

Knowledge base

found

Client resolution

Incident matching Request closed

Request for Change

Incident resolution found

Incident resolution

Problem identification

CA-USD Request Problem analysis Problem

workaroundProblem resolution

Request for Change

Change process

CMDB

N

Y

N

Y

problem

Y

N

problem

Y

N

Leve

l 2 A

dmin

Leve

l 1

Client incident or request Request

Search for workaround or solution

Knowledge base

found

Client resolution

Incident matching Request closed

Request for Change

Incident resolution found

Incident resolution

Problem identification

CA-USD Request Problem analysis Problem

workaroundProblem resolution

Request for Change

Change process

CMDB

N

Y

N

Y

problem

Y

N

problem

Y

N

Engagement model

Leve

l 2 A

dmin

Leve

l 1

Client incident or request Request

Search for workaround or solution

Knowledge base

found

Client resolution

Incident matching Request closed

Request for Change

Incident resolution found

Incident resolution

Problem identification

CA-USD Request Problem analysis Problem

workaroundProblem resolution

Request for Change

Change process

CMDB

N

Y

N

Y

problem

Y

N

problem

Y

N

Engagement model

Roles

Policies

ChannelsRelationships

Services

Processes

Controls

Process interlocks

Agreements

Customer 2

Customer 1

Supplier 2

Supplier 1

Typical content

Outcomes

• Clarity of expectations• Gap analysis • Specify Operating Model changes• Single operating model• Single procedural documentation• Brevity and focus• Speed and efficiency

A maturity model?

1: Trust. Naïve contract

2: Don’t trust. Operating Model

3: Trust. Engagement model

4: Verify. Measured engagement model

5: Contest. Open engagement model

Thanks Jan Wijninckx

Engaging suppliers and customers

Rob Englandwww.twohills.co.nz