Service Sourcing OS

Service sourcing should be easier to do well. Service Sourcing OS provides practical frameworks, templates, operating standards, and AI workflows for planning, procuring, governing, and improving service relationships. Rather than starting from scratch, professionals can use repeatable structures to make decisions, create documents, and manage sourcing work with greater clarity and speed. The result is not a rigid methodology, but a practical operating system that can be adapted to the organization, service, and situation.

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Table of Contents

Introduction

Problem

Services are often managed differently by different people.

Framework

The Service Sourcing Framework provides a simple structure for managing services.

Use

The framework can be used for any externally delivered service.

Phase 1: Strategy

Defines the future sourcing direction before engaging the provider market.

Artifact 1: Service Landscape (Sheet)

Provides a consolidated view of the current service environment.

  1. Service (Primary): Identifies the service that is being sourced.
  2. Provider: Shows who currently delivers the service.
  3. Contract: Connects the service to its governing agreement.
  4. Annual Cost: Shows the current yearly spend for the service.
  5. Risks: Captures concerns that may affect sourcing decisions.

Artifact 2: Stakeholder Register (Sheet)

Identifies the people who influence sourcing decisions and future service design.

  1. Stakeholder (Primary): Identifies people and groups that influence sourcing decisions.
  2. Role: Shows the stakeholder's involvement in the sourcing lifecycle.
  3. Decision Authority: Defines which decisions the stakeholder can approve or reject.
  4. Requirements: Captures what the stakeholder expects from the future service.
  5. Concerns: Records risks, objections, and unresolved stakeholder issues.

Artifact 3: Current State Assessment (Text)

Evaluates the current service environment before defining the future state.

  1. Strengths: Describes capabilities and outcomes that should be preserved.
  2. Weaknesses: Identifies problems and limitations that require change.
  3. Opportunities: Highlights areas where sourcing can create additional value.
  4. Threats: Describes risks that could negatively affect future outcomes.
  5. Conclusions: Summarizes the most important findings from the assessment.

Artifact 4: Sourcing Decisions (Sheet)

Documents the key sourcing choices and their associated trade-offs.

  1. Decision (Primary): Records the sourcing choice that has been made.
  2. Benefit: Explains the main advantage of the selected option.
  3. Alternative Rejected: Documents the most relevant option that was not chosen.
  4. Accepted Downside: Records the disadvantage that is accepted as a trade-off.
  5. Area: Groups decisions by the affected topic or domain.

Artifact 5: Future Service Catalog (Sheet)

Defines the target service landscape that will be sourced.

  1. Service (Primary): Identifies a service in the future operating model.
  2. Service Description: Defines the scope and purpose of the service.
  3. Service Level: States the expected performance of the service.
  4. Service Volume: Describes the expected demand for the service.
  5. Service Criticality: Shows how important the service is to the business.

Artifact 6: Business Case (Text)

Explains why the sourcing initiative should be pursued.

  1. Business Drivers: Explains why the sourcing initiative is being considered.
  2. Expected Benefits: Describes the value that the initiative is expected to create.
  3. Financial Impact: Summarizes expected costs, savings, and investments.
  4. Key Risks: Identifies the main threats to achieving the expected benefits.
  5. Recommendation: States the proposed sourcing direction.

Artifact 7: Sourcing Timeline (Sheet)

Defines the major events and dependencies of the sourcing initiative.

  1. Milestone (Primary): Identifies a significant event or decision point in the sourcing process.
  2. Date: Defines when the milestone is expected to be completed.
  3. Owner: Assigns accountability for achieving the milestone.
  4. Dependency: Identifies activities that must be completed beforehand.
  5. Risks: Records factors that could delay the milestone.

Phase 2: Transaction

Selects the future provider through market learning, solution design, competition, and negotiation.

Sub-Phase 1: Transaction Planning

Defines how the transaction will be organized and executed.

Artifact 8: Transaction Decisions (Sheet)

Documents the key transaction choices and their associated trade-offs.

  1. Decision (Primary): Records the transaction choice that has been made.
  2. Benefit: Explains the main advantage of the selected option.
  3. Alternative Rejected: Documents the most relevant option that was not chosen.
  4. Accepted Downside: Records the disadvantage that is accepted as a trade-off.
  5. Area: Groups decisions by the affected topic or domain.

Artifact 9: Transaction Timeline (Sheet)

Defines the major events and dependencies of the transaction process.

  1. Milestone (Primary): Identifies a significant event or decision point in the transaction.
  2. Date: Defines when the milestone is expected to be completed.
  3. Owner: Assigns accountability for achieving the milestone.
  4. Dependency: Identifies activities that must be completed beforehand.
  5. Risks: Records factors that could delay the milestone.

Sub-Phase 2: Market Learning

Builds an initial understanding of market capabilities and provider options.

Artifact 10: Request for Information (RFI) (Text)

Collects structured market information from potential providers.

  1. Objectives: Defines what the organization wants to learn from the market.
  2. Current Environment: Describes the context providers need to understand.
  3. Information Requested: Specifies the information providers are expected to provide.
  4. Response Instructions: Defines how providers must structure and submit responses.
  5. Timeline: Defines the schedule and deadlines for the RFI process.

Artifact 11: RFI Provider Evaluation (Sheet)

Compares provider responses against predefined evaluation criteria.

  1. Criterion (Primary): Defines the evaluation criterion used for provider assessment.
  2. Description: Explains how the criterion should be interpreted.
  3. Providers: Records the provider result for the criterion.
  4. Decision Rule: Defines the condition for keeping or removing a provider.
  5. Risks: Captures uncertainty or concerns related to the evaluation.

Artifact 12: RFI Evaluation Report (Text)

Summarizes the findings and conclusions from the market learning phase.

  1. Market Findings: Summarizes observations about the market and available capabilities.
  2. Provider Findings: Summarizes observations about participating providers.
  3. Key Risks: Identifies the most important risks discovered during evaluation.
  4. Recommendations: States the recommended actions resulting from the evaluation.
  5. Conclusions: Summarizes the overall outcome of the RFI process.

Sub-Phase 3: Solution Learning

Explores how providers would deliver the future service model.

Artifact 13: Non-Disclosure Agreement (NDA) (Text)

Protects confidential information exchanged during the transaction.

  1. Confidential Information: Defines which information is subject to protection.
  2. Permitted Use: Defines how confidential information may be used.
  3. Restrictions: Defines prohibited disclosure or use of confidential information.
  4. Duration: Defines how long confidentiality obligations apply.
  5. Liability: Defines the consequences of violating the agreement.

Artifact 14: Request for Solution (RFS) (Text)

Collects provider proposals for delivering the future service model.

  1. Objectives: Defines what the organization wants to learn from provider solutions.
  2. Service Scope: Defines the services that providers must address.
  3. Solution Questions: Specifies the questions providers are expected to answer.
  4. Response Instructions: Defines how providers must structure and submit responses.
  5. Timeline: Defines the schedule and deadlines for the RFS process.

Artifact 15: RFS Provider Evaluation (Sheet)

Compares provider solutions against predefined evaluation criteria.

  1. Criterion (Primary): Defines the evaluation criterion used for provider assessment.
  2. Description: Explains how the criterion should be interpreted.
  3. Providers: Records the provider result for the criterion.
  4. Decision Rule: Defines the condition for keeping or removing a provider.
  5. Risks: Captures uncertainty or concerns related to the evaluation.

Artifact 16: RFS Evaluation Report (Text)

Summarizes the findings and conclusions from the solution learning phase.

  1. Solution Findings: Summarizes observations about proposed service solutions.
  2. Provider Findings: Summarizes observations about participating providers.
  3. Key Risks: Identifies the most important risks discovered during evaluation.
  4. Recommendations: States the recommended actions resulting from the evaluation.
  5. Conclusions: Summarizes the overall outcome of the RFS process.

Sub-Phase 4: Solution Workshops

Validates provider capabilities through direct interaction and discussion.

Artifact 17: Workshop Timeline (Sheet)

Organizes the scheduling and participation of provider workshops.

  1. Workshop (Primary): Identifies the workshop session.
  2. Date: Defines when the workshop will take place.
  3. Provider: Identifies the provider participating in the workshop.
  4. Participants: Records the required attendees for the workshop.
  5. Notes: Captures planning details relevant to the workshop.

Artifact 18: Workshop Agenda (Text)

Defines the structure and objectives of each workshop session.

  1. Objectives: Defines the outcomes the workshop should achieve.
  2. Structure: Describes how the workshop is organized.
  3. Discussion Topics: Identifies the topics that must be covered.
  4. Key Questions: Lists the questions that should be answered during the workshop.
  5. Schedule: Defines the timing of the workshop activities.

Artifact 19: Workshop Provider Evaluation (Sheet)

Compares workshop outcomes against predefined evaluation criteria.

  1. Criterion (Primary): Defines the evaluation criterion used for provider assessment.
  2. Description: Explains how the criterion should be interpreted.
  3. Providers: Records the provider result for the criterion.
  4. Decision Rule: Defines the condition for keeping or removing a provider.
  5. Risks: Captures uncertainty or concerns related to the evaluation.

Artifact 20: Workshop Evaluation Report (Text)

Summarizes the findings and conclusions from the workshop phase.

  1. Workshop Findings: Summarizes observations from workshop discussions.
  2. Provider Findings: Summarizes observations about participating providers.
  3. Key Risks: Identifies the most important risks discovered during evaluation.
  4. Recommendations: States the recommended actions resulting from the evaluation.
  5. Conclusions: Summarizes the overall outcome of the workshop phase.

Sub-Phase 5: Service Design

Defines the future service model, commercial structure, and contractual baseline.

Artifact 21: Service Catalog (Sheet)

Defines the services that will be included in the future operating model.

  1. Service (Primary): Identifies a service in the future operating model.
  2. Service Description: Defines the scope and purpose of the service.
  3. Service Level: States the expected performance of the service.
  4. Service Volume: Describes the expected demand for the service.
  5. Service Dependencies: Identifies dependencies that affect service delivery.

Artifact 22: Service Design Decisions (Sheet)

Documents the key service design choices and their associated trade-offs.

  1. Decision (Primary): Records the service design choice that has been made.
  2. Benefit: Explains the main advantage of the selected option.
  3. Alternative Rejected: Documents the most relevant option that was not chosen.
  4. Accepted Downside: Records the disadvantage that is accepted as a trade-off.
  5. Service: Connects the decision to a specific service.

Artifact 23: Service Management Process Decisions (Sheet)

Documents the key process design choices and their associated trade-offs.

  1. Decision (Primary): Records the process design choice that has been made.
  2. Benefit: Explains the main advantage of the selected option.
  3. Alternative Rejected: Documents the most relevant option that was not chosen.
  4. Accepted Downside: Records the disadvantage that is accepted as a trade-off.
  5. Process: Connects the decision to a specific process.

Artifact 24: Service Level Agreement (Text)

Defines the contractual commitments governing service delivery.

  1. Scope: Defines the services covered by the agreement.
  2. Service Levels: Defines the performance commitments of the provider.
  3. Responsibilities: Defines the obligations of the customer and the provider.
  4. Reporting: Defines how service performance will be reported.
  5. Consequences: Defines the consequences of failing service commitments.

Artifact 25: Service Level Matrix (Sheet)

Provides a structured inventory of measurable service commitments.

  1. Service Level (Primary): Identifies the service commitment being measured.
  2. Service: Connects the service level to a specific service.
  3. Target: Defines the required performance level.
  4. Measurement: Defines how performance will be measured.
  5. Consequences: Defines the consequences of missing the target.

Artifact 26: Reporting Catalog (Sheet)

Defines the reports required to govern the future service.

  1. Report (Primary): Identifies the required report.
  2. Audience: Defines who receives the report.
  3. Purpose: Explains why the report exists.
  4. Contents: Defines the information that must be included.
  5. Frequency: Defines how often the report must be produced.

Artifact 27: Pricing Schedule (Sheet)

Defines the commercial structure of service pricing.

  1. Price Component (Primary): Identifies a billable pricing element.
  2. Service: Connects the price component to a service.
  3. Price: Defines the agreed price.
  4. Assumptions: Documents the conditions underlying the price.
  5. Adjustment Rules: Defines how the price may change over time.

Artifact 28: Volume Schedule (Sheet)

Defines the demand assumptions used for pricing and delivery.

  1. Volume Component (Primary): Identifies a measurable demand element.
  2. Service: Connects the volume component to a service.
  3. Current Volume: Records the current level of demand.
  4. Forecast Volume: Records the expected future level of demand.
  5. Assumptions: Documents the conditions underlying the forecast.

Artifact 29: Asset Inventory (Sheet)

Provides an inventory of assets relevant to service delivery.

  1. Asset (Primary): Identifies the asset.
  2. Service: Connects the asset to a service.
  3. Type: Classifies the asset.
  4. Location: Identifies where the asset is located.
  5. Notes: Records additional information relevant to the asset.

Artifact 30: Process Catalog (Sheet)

Defines the capabilities required to execute service management processes.

  1. Process (Primary): Identifies the process.
  2. Provider Capability Level: Defines the capability expected from the provider.
  3. Customer Capability Level: Defines the capability retained by the customer.
  4. Service: Connects the process to a service.
  5. Dependencies: Identifies dependencies that affect process execution.

Artifact 31: Master Services Agreement (Text)

Defines the overarching commercial and legal framework of the sourcing relationship.

  1. Commercial Terms: Defines the financial and commercial obligations of the parties.
  2. Governance: Defines how the relationship will be managed and controlled.
  3. Liability: Defines how risks and responsibilities are allocated.
  4. Change Management: Defines how contractual changes will be governed.
  5. Legal Terms: Defines the legal conditions governing the agreement.

Sub-Phase 6: Commercial Competition

Creates a structured competition among providers based on comparable commercial offers.

Artifact 32: Provider Question Log (Sheet)

Tracks provider questions and approved responses during the transaction.

  1. Question (Primary): Records the provider question.
  2. Area: Groups questions by the affected topic or domain.
  3. Provider: Identifies the provider asking the question.
  4. Answer: Records the approved response.
  5. Status: Shows whether the question remains open or has been resolved.

Artifact 33: Assumptions Register (Sheet)

Documents assumptions that may affect provider proposals and evaluations.

  1. Assumption (Primary): Records an assumption used during the transaction.
  2. Area: Groups assumptions by the affected topic or domain.
  3. Impact: Describes the effect if the assumption proves incorrect.
  4. Risks: Identifies risks created by the assumption.
  5. Mitigation: Defines actions that reduce the impact of the assumption.

Artifact 34: Request for Quote (RFQ) (Text)

Requests binding commercial proposals from participating providers.

  1. Scope: Defines the services and obligations included in the request.
  2. Commercial Requirements: Defines the commercial conditions providers must satisfy.
  3. Pricing Instructions: Defines how pricing information must be submitted.
  4. Response Instructions: Defines how providers must structure and submit responses.
  5. Timeline: Defines the schedule and deadlines for the RFQ process.

Artifact 35: RFQ Provider Evaluation (Sheet)

Compares provider proposals against predefined commercial criteria.

  1. Criterion (Primary): Defines the evaluation criterion used for provider assessment.
  2. Description: Explains how the criterion should be interpreted.
  3. Providers: Records the provider result for the criterion.
  4. Decision Rule: Defines the condition for keeping or removing a provider.
  5. Risks: Captures uncertainty or concerns related to the evaluation.

Artifact 36: RFQ Evaluation Report (Text)

Summarizes the findings and conclusions from the commercial evaluation.

  1. Commercial Findings: Summarizes observations about provider commercial proposals.
  2. Provider Findings: Summarizes observations about participating providers.
  3. Key Risks: Identifies the most important risks discovered during evaluation.
  4. Recommendations: States the recommended actions resulting from the evaluation.
  5. Conclusions: Summarizes the overall outcome of the RFQ process.

Sub-Phase 7: Due Diligence

Verifies provider claims before making a final provider selection.

Artifact 37: Reference Check Questionnaire (Sheet)

Collects structured feedback from provider references.

  1. Statement (Primary): Defines the statement that the reference is asked to confirm.
  2. Area: Groups statements by the affected topic or domain.
  3. Reference Response: Records the reference's response.
  4. Concerns: Captures reservations or concerns raised by the reference.
  5. Comments: Records additional information provided by the reference.

Artifact 38: Reference Check Report (Text)

Summarizes the findings from reference validation activities.

  1. Confirmed Findings: Summarizes findings confirmed by references.
  2. Positive Findings: Summarizes strengths highlighted by references.
  3. Concerns: Summarizes concerns raised by references.
  4. Risks: Identifies risks emerging from reference feedback.
  5. Recommendations: States the recommended actions resulting from the findings.

Artifact 39: Due Diligence Questionnaire (Sheet)

Collects evidence used to validate provider capabilities and commitments.

  1. Question (Primary): Defines the verification question.
  2. Area: Groups questions by the affected topic or domain.
  3. Provider Response: Records the provider's response.
  4. Concerns: Captures concerns arising from the response.
  5. Comments: Records additional information relevant to the response.

Artifact 40: Due Diligence Report (Text)

Summarizes the findings from provider verification activities.

  1. Confirmed Findings: Summarizes findings validated during due diligence.
  2. Open Issues: Identifies issues that remain unresolved.
  3. Risks: Identifies risks discovered during due diligence.
  4. Recommendations: States the recommended actions resulting from the findings.
  5. Conclusions: Summarizes the overall outcome of the due diligence process.

Sub-Phase 8: Final Negotiation

Converts the preferred provider into a final sourcing recommendation.

Artifact 41: Negotiation Decisions (Sheet)

Documents the key negotiation choices and their associated trade-offs.

  1. Decision (Primary): Records the negotiation choice that has been made.
  2. Benefit: Explains the main advantage of the selected option.
  3. Alternative Rejected: Documents the most relevant option that was not chosen.
  4. Accepted Downside: Records the disadvantage that is accepted as a trade-off.
  5. Area: Groups decisions by the affected topic or domain.

Artifact 42: Negotiation Issue Log (Sheet)

Tracks unresolved topics requiring negotiation between the customer and the provider.

  1. Issue (Primary): Identifies the negotiation issue.
  2. Area: Groups issues by the affected topic or domain.
  3. Provider Position: Records the provider's proposed position.
  4. Customer Position: Records the customer's proposed position.
  5. Resolution: Records the agreed outcome of the negotiation.

Artifact 43: Provider Recommendation (Sheet)

Documents the final recommendation for provider selection.

  1. Provider (Primary): Identifies the recommended provider.
  2. Key Strengths: Summarizes the provider's most important advantages.
  3. Key Concerns: Summarizes the provider's most important risks or weaknesses.
  4. Recommendation: States the proposed sourcing decision.
  5. Risks: Identifies risks associated with the recommendation.

Phase 3: Transition

Transfers responsibility for service delivery from the current operating model to the future operating model.

Artifact 44: Transition Decisions (Sheet)

Documents the key transition choices and their associated trade-offs.

  1. Decision (Primary): Records the transition choice that has been made.
  2. Benefit: Explains the main advantage of the selected option.
  3. Alternative Rejected: Documents the most relevant option that was not chosen.
  4. Accepted Downside: Records the disadvantage that is accepted as a trade-off.
  5. Area: Groups decisions by the affected topic or domain.

Artifact 45: Transition Timeline (Sheet)

Defines the major events and dependencies of the transition.

  1. Milestone (Primary): Identifies a significant event or decision point in the transition.
  2. Date: Defines when the milestone is expected to be completed.
  3. Owner: Assigns accountability for achieving the milestone.
  4. Dependency: Identifies activities that must be completed beforehand.
  5. Risks: Records factors that could delay the milestone.

Defines what must be transferred and validated before service commencement.

Artifact 46: Transition Scope (Sheet)

Identifies the responsibilities and assets that must move to the future operating model.

  1. Item (Primary): Identifies the item that must be transferred or handed over.
  2. Category: Classifies the item into a transfer area.
  3. Current Owner: Identifies the party currently responsible for the item.
  4. Future Owner: Identifies the party that will become responsible for the item.
  5. Risks: Identifies risks associated with the transfer.

Artifact 47: Service Commencement Assessment (Sheet)

Verifies whether all requirements for service commencement have been fulfilled.

  1. Requirement (Primary): Identifies a condition that must be satisfied before service commencement.
  2. Area: Groups requirements by the affected topic or domain.
  3. Validation Method: Defines how compliance with the requirement will be verified.
  4. Status: Shows whether the requirement has been fulfilled.
  5. Risks: Identifies risks associated with unmet requirements.

Confirms transition completion and records remaining actions.

Artifact 48: Open Issues Log (Sheet)

Tracks issues that remain unresolved during or after transition.

  1. Issue (Primary): Identifies the unresolved issue.
  2. Area: Groups issues by the affected topic or domain.
  3. Impact: Describes the consequence of the issue.
  4. Resolution: Records the planned or agreed resolution.
  5. Status: Shows whether the issue remains open or has been resolved.

Artifact 49: Transition Closure Report (Text)

Summarizes the outcome of the transition and its remaining obligations.

  1. Transition Summary: Summarizes the transition activities and outcomes.
  2. Achievements: Highlights the most important completed transition objectives.
  3. Outstanding Issues: Identifies issues that remain unresolved after transition.
  4. Lessons Learned: Captures insights that can improve future transitions.
  5. Recommendations: States actions that should be taken after transition completion.

Phase 4: Transformation

Changes and improves the service after the transition has been completed.

Artifact 50: Transformation Decisions (Sheet)

Documents the key transformation choices and their associated trade-offs.

  1. Decision (Primary): Records the transformation choice that has been made.
  2. Benefit: Explains the main advantage of the selected option.
  3. Alternative Rejected: Documents the most relevant option that was not chosen.
  4. Accepted Downside: Records the disadvantage that is accepted as a trade-off.
  5. Area: Groups decisions by the affected topic or domain.

Artifact 51: Change Timeline (Sheet)

Defines the major events and dependencies of the transformation.

  1. Milestone (Primary): Identifies a significant event or decision point in the transformation.
  2. Date: Defines when the milestone is expected to be completed.
  3. Owner: Assigns accountability for achieving the milestone.
  4. Dependency: Identifies activities that must be completed beforehand.
  5. Risks: Records factors that could delay the milestone.

Artifact 52: Transformation Backlog (Sheet)

Provides a structured inventory of approved transformation activities.

  1. Change Item (Primary): Identifies the change that is being implemented.
  2. Area: Groups changes by the affected topic or domain.
  3. Current State: Describes the situation before the change.
  4. Target State: Describes the desired outcome after the change.
  5. Risks: Identifies risks associated with the change.

Artifact 53: Transformation Risks (Sheet)

Tracks risks that may affect the successful completion of the transformation.

  1. Risk (Primary): Identifies the transformation risk.
  2. Area: Groups risks by the affected topic or domain.
  3. Impact: Describes the consequence if the risk occurs.
  4. Mitigation: Defines actions that reduce the likelihood or impact of the risk.
  5. Status: Shows whether the risk remains active or has been resolved.

Artifact 54: Transformation Issues Log (Sheet)

Tracks issues that require action during transformation execution.

  1. Issue (Primary): Identifies the issue requiring resolution.
  2. Area: Groups issues by the affected topic or domain.
  3. Impact: Describes the consequence of the issue.
  4. Resolution: Records the planned or agreed resolution.
  5. Status: Shows whether the issue remains open or has been resolved.

Artifact 55: Transformation Closure Report (Text)

Summarizes the outcome of the transformation and its remaining obligations.

  1. Transformation Summary: Summarizes the transformation activities and outcomes.
  2. Achieved Outcomes: Highlights the most important completed transformation objectives.
  3. Outstanding Issues: Identifies issues that remain unresolved after transformation.
  4. Lessons Learned: Captures insights that can improve future transformations.
  5. Recommendations: States actions that should be taken after transformation completion.

Phase 5: Delivery

Governs, measures, and improves the service throughout the delivery lifecycle.

Artifact 56: Delivery Decisions (Sheet)

Documents the key delivery choices and their associated trade-offs.

  1. Decision (Primary): Records the delivery choice that has been made.
  2. Benefit: Explains the main advantage of the selected option.
  3. Alternative Rejected: Documents the most relevant option that was not chosen.
  4. Accepted Downside: Records the disadvantage that is accepted as a trade-off.
  5. Area: Groups decisions by the affected topic or domain.

Artifact 57: Service Improvement Register (Sheet)

Tracks improvement opportunities identified during service delivery.

  1. Improvement (Primary): Identifies the proposed improvement.
  2. Area: Groups improvements by the affected topic or domain.
  3. Expected Benefit: Describes the value expected from the improvement.
  4. Effort: Indicates the expected implementation effort.
  5. Status: Shows whether the improvement remains open or has been completed.

Artifact 58: Monthly Service Report (Text)

Summarizes operational service performance during the reporting period.

  1. Service Performance: Summarizes performance against agreed service commitments.
  2. Provider Performance: Summarizes the provider's delivery performance.
  3. Open Issues: Identifies issues that remain unresolved.
  4. Key Risks: Highlights risks that require attention.
  5. Recommendations: States actions that should be taken based on the findings.

Artifact 59: Quarterly Executive Report (Text)

Summarizes strategic service outcomes for executive stakeholders.

  1. Business Outcomes: Describes the business results achieved during the period.
  2. Strategic Alignment: Assesses alignment with business objectives and priorities.
  3. Major Risks: Identifies significant risks requiring executive attention.
  4. Major Decisions: Summarizes important decisions taken during the period.
  5. Recommendations: States actions recommended for executive consideration.

Artifact 60: Escalation Register (Sheet)

Tracks issues that require management intervention.

  1. Escalation (Primary): Identifies the escalated issue.
  2. Area: Groups escalations by the affected topic or domain.
  3. Impact: Describes the consequence of the escalation.
  4. Resolution: Records the agreed action to resolve the escalation.
  5. Status: Shows whether the escalation remains open or has been resolved.

Artifact 61: Dispute Register (Sheet)

Tracks disagreements requiring formal resolution between the customer and the provider.

  1. Dispute (Primary): Identifies the disputed topic.
  2. Area: Groups disputes by the affected topic or domain.
  3. Position: Records the positions of the involved parties.
  4. Resolution: Records the agreed outcome of the dispute.
  5. Status: Shows whether the dispute remains open or has been resolved.

Artifact 62: Contract Change Register (Sheet)

Tracks proposed changes to services, scope, pricing, or contractual obligations.

  1. Change Request (Primary): Identifies the requested contract change.
  2. Area: Groups changes by the affected topic or domain.
  3. Business Reason: Explains why the change is required.
  4. Impact: Describes the expected effect of the change.
  5. Status: Shows whether the change remains under review or has been approved.

Artifact 63: Contract Change Decisions (Sheet)

Documents the key contract change choices and their associated trade-offs.

  1. Decision (Primary): Records the contract change decision that has been made.
  2. Benefit: Explains the main advantage of the selected option.
  3. Alternative Rejected: Documents the most relevant option that was not chosen.
  4. Accepted Downside: Records the disadvantage that is accepted as a trade-off.
  5. Area: Groups decisions by the affected topic or domain.

Phase 6: Exit

Evaluates future sourcing options and defines the next lifecycle direction.

Artifact 64: Exit Options Analysis (Sheet)

Compares the available sourcing options before making an exit decision.

  1. Option (Primary): Identifies a sourcing option under consideration.
  2. Benefits: Describes the main advantages of the option.
  3. Downsides: Describes the disadvantages of the option.
  4. Risks: Identifies risks associated with the option.
  5. Recommendation: States whether the option should be pursued.

Artifact 65: Exit Recommendation (Text)

Documents the recommended sourcing direction after evaluating all options.

  1. Current Situation: Describes the circumstances that triggered the exit evaluation.
  2. Options Considered: Summarizes the sourcing options that were assessed.
  3. Recommended Option: States the proposed sourcing direction.
  4. Key Trade-Offs: Explains the most important advantages and disadvantages of the recommendation.
  5. Next Lifecycle Phase: Defines the lifecycle phase that should follow the exit decision.