At TPI we work both with our clients and with market service providers in ensuring the structuring of technology and outsourcing relationships that are both successful and sustainable. This applies both to the development of new relationships as well as the remediation of existing relationships that have either been unsuccessful or need to be adapted as a result of changed business drivers or market conditions.
TPI uses the TPI ICT Value Framework™ to ensure successful value delivery by providing input from the development of the required business case, the underpinning strategy, the project plan and thereafter managing the project through to completion.
The assessment and restructuring of ICT service contracts is a core TPI competence which has been instrumental in significant cost savings and service delivery improvements across multiple industries. The approach and model developed and used by TPI is represented below.
In order to ensure that the delivery of business value is enhanced through effective service management, it is critical that service levels are not static. They but must be able to reflect and incorporate changes in business strategy, market conditions and operational processes and procedures. The SLA Maturity Matrix is used to assess the current level of SLA maturity and to develop a blueprint for moving the measurement framework from the current state to the desired state.
As such, it is critical that a review process is in place to objectively rate and understand how well designed and constructed the current SLA framework, and how well it reflects the business strategy and objectives. The key challenge is to ensure that an organisation is moving from measuring performance of IT components in IT terms to measuring business impact in business terms while adopting a continuous improvement framework.
The TPI SLA maturity matrix is shown below:
