Supplier Management in ISO 20000: Mastering the Art of IT Partnerships

Hey, IT leaders! When you think of “suppliers”, what’s the first thing that comes to mind? Might it be, “Do they deliver on time?” or “Do they truly get my needs?”. Well, according to ISO 20000, Supplier Management is about more than just transactions; it’s about partnership.

The Types of Suppliers in ISO 20000

The standard enlightens us that there are different supplier buckets: internal, external, and even customers acting as suppliers. Each has its own management requirements, but all revolve around a central theme: fostering mutually beneficial relations.

External Suppliers: Precision and Structure

For these guys, things are a tad more formal:

1. Responsibility and Relationship: Someone in your organization needs to be designated to manage the contract, assess performance, and keep the communication flowing.
2. Documented Agreements: Whenever you engage an external supplier, a contract needs to be in place, detailing obligations and expectations.
3. Alignment of Goals: It’s crucial that the goals set with the external supplier align with the Service Level Agreements (SLAs) set with your clients.
4. Monitoring and Review: Performance should be reviewed at planned intervals, and any changes to the contract should be carefully analyzed.
5. Dispute Management: If issues arise, having a clear process to record and resolve disputes is vital.

Remember: with external suppliers, the contract clauses are pretty specific. From reference numbers to the nitty-gritty of disputes and their resolutions, everything must be on point.

Internal Suppliers and Customers as Suppliers

The approach here is more flexible, yet the essence remains the same: clarity and mutual understanding. Documented agreements should be in place to define goals and responsibilities. And don’t forget to monitor performance and pinpoint improvement opportunities!

Choosing the Right Supplier

If you’re about to select a supplier, consider the following questions:

• Are they ethical?
• Do they fit within your budget?
• Do they have the expertise you require?
• Can they meet your demands in terms of capacity?
• Are they financially stable?

Conclusion

In the IT realm, Supplier Management isn’t just about finding someone to get a job done. It’s about finding the right partner. And with the guidelines of ISO 20000:2018, you’re equipped to do just that.