Business Relationship Performance

Experience with traditional models for IT supplier management shows that these are rarely developed to cover all areas and relations which are decisive for a successful collaboration between client and IT supplier. Often, an organisation is in control of measurable areas such as service levels, volume, reaction time, etc. whereas the perception of the IT supplier’s engagement is rarely assessed.

Business Relationship Performance is concerned with measuring the effectiveness of the relationship between client and IT supplier, in order that any problems in the collaboration may be fixed in time. The measurement provides a picture of how both parties experience the IT supplier’s performance.

The purpose with Business Relationship Performance is to:

• measure the interface between IT organisation and its IT supplier
• measure the IT supplier’s performance in relation to different service areas
• measure both internal and outsourced IT deliveries
• identify needs for change to ensure deliveries from both sides

When is Business Relationship Performance used?

• As follow-up and basis for development and ensurance of deliveries from IT suppliers
• As a basis for decision before renegotiation of IT contracts