Service Intelligence: Improving Your Bottom Line with the Power of IT Service Management

Chapter 5. The Negotiation

So far, we have explored what ITSM is all about, what a service is, how you articulate your needs, and the various types of service providers there are. After the sourcing model is selected, the next step is to negotiate the terms of service. There are a few ways in which this is likely to occur:

• Formal tendering—If a formal acquisition such as a tender is required, the negotiation can occur as part of the documented requirements and evaluation of bid responses or a supplier chosen and terms negotiated as part of the formal contract.

• Integrator—If a multiple supplier model is chosen, you might have an integrator whose role it is to coordinate the provision of service to you from across the supply chain. The negotiation ...