A health check combined with a deep analysis of the performance of your IT department, the business and your strategic IT service provider(s)

  • How do you and the business perceive the performance of your service provider(s) and how do you rate the quality of your own governance capabilities?
  • How do your service providers perceive your governance capabilities and how do they rate their own performance?
  • Are these perceptions in line and how does performance compare to best practices in the market?

A sourcing contract/relationship needs to be actively managed and the right governance, process maturity, leadership, tools and skills need to be in place.

A 6 week process (from baseline to an actionable plan) followed by future measurements

  1. Online survey for the client’s internal IT department, the business and the strategic IT service providers in which all parties assess their own performance as well as the performance of others
  2. Interviews with a handful of key stakeholders for in-depth understanding (IT, service provider, business)
  3. Health check report: Extensive dashboard detailing the client’s score as well as the score of the service provider(s) compared to industry benchmark scores. Analysis of strengths and weaknesses followed by a number of suggested improvements
  4. Health check and action plan workshop: Joint discussions between the internal IT department/business and service providers, leading to the creation of a joint improvement action plan
  5. Follow-up measurements (every 6 or 12 months): Re-run the survey, measure progress against the baseline (on performance scores and on the progress of the improvement action plan), update the plan accordingly
Assessment of your strategic IT service provider’s performance as well as an assessment of your own governance capability and maturity on a 360ยบ basis
Assess client’s capability/maturity governing sourcing relationships

  • Business relationship management (capabilities, demand forecasting, etc.)
  • Delivery of change projects (functional, architectural, technical skills, etc.)
  • Service delivery management (team effectiveness, meeting and reporting structure, etc.)
  • Behaviour in an outsourced model (demarcation of responsibilities, cooperation, etc.)
  • Contract & commercial management (operational, tactical and strategic supplier relationship management)
  • Innovation (governance, process, funding, etc.)
Assess performance of IT service providers by the client and provider(s)

  • Service delivery: quality, skills, maturity, people retention, escalation process, service management, reporting, etc.
  • Relationship: account management, leadership, proactivity
  • Commercial: price level, contractual flexibility
  • Transformation: transformational capabilities, innovation, business understanding
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