Download - Engaging suppliers and customers
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