Whilst George is away, I will finish his series of posts on Supplier Management. As indicated in the previous blog entry, this post is going to be about getting started.
I’ll recap on George’s previous posts first, which have covered:
- Defining and making the case for Supplier Management
- Looking at Supplier Management from an Incident Management perspective
- Key steps in the Supplier Management process
- Data you can access if you have Supplier Management implemented
So how do you get started in Serio?
I will outline the major steps here, but for the definitive guide you should see the topic ‘Supplier Management Roadmap’ in the HowTo guide, part of the Serio documentation distributed with the product.
- Determine the data you need to effectively monitor supplier performance. Examine the contract or agreement you have, obtain any service levels that the supplier is meant to meet, and consider the data you need from your ITSM tool.
- Determine how Incidents will be passed to the supplier. Here you are looking at the key Supplier Management steps, and how they relate to a given supplier. If it helps, draw a map or a flowchart. You are deciding things like ‘do I assign using email or telephone’, ‘what information needs to be contained within assignment emails to the supplier’, ‘when do I get the supplier reference number’ and so on.
- Update your Incident Management process accordingly. Ensure that the responsibilities for supplier-assigned Incidents is clearly defined, and that a procedure or guidance exists for handling overdue or problematic Incidents that have been assigned externally. Make sure clear guidance is given to Service Desk/Helpdesk staff.
- Now you need to use Serio to start to set some of this up.
- Start by entering your supplier details (name, address, telephone number and so on.).
- Enter any new supplier Service Level Agreements (SLA) that you need, and associate them with the suppliers you’ve created.
- Create Actions that will perform the various assignments, acknowledgements and resolutions you identified in step 2.
- Make these Actions available to your front line staff.
- Create Issue Queries for your staff (do this centrally, don’t expect your Helpdesk/Service Desk staff to create them themselves). These Queries should retrieve Incidents that are assigned to suppliers, assigned to a particular supplier and so on.
- Create Issue Displays (again, do this centrally) that allow those involved with Supplier Management to see key supplier data. Issue Displays control the columns that you see in the Issue Monitor.
- At intervals, run management reports from SerioReports to examine supplier performance, drawing the attention of your suppliers to unacceptable performance as required.