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Multi-sourcing Service Integration Assessment

Uncover, evaluate, and elevate your service integration health & potential through a quick self-assessment!

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Multi-sourcing Service Integration Health Assessment

60% Complete

1/10

Strategic Alignment
Delivery Model
Technology & Automation
Process Framework
Governance & Intelligence

1. What is the current IT outsourcing model adopted by your organization?

IT services managed in-house

IT services managed by mix of in-house & external suppliers

IT services outsourced to one key supplier who is accountable for all technology areas

IT services outsourced to multiple suppliers (e.g., Infra service providers, Application providers, and Digital service providers)

2. Is the current IT outsourcing model aligned to overall organizational business objectives?

To some extent

Mostly aligned but does not provide the expected outcomes

Aligned and provides the expected outcomes covering all business areas holistically

3. Does the current service delivery model provide a suitable approach to deliver sufficient value across the multi-supplier IT ecosystem?

Limited to key service provider(s)

Covers most of the service provider(s) but not all

Provides well defined and integrated approach for value co-creation

4. Does the current IT technology roadmap align to multi-supplier sourcing model and cover all technology areas with clear visibility and blueprint for future alignment to Digital and Next-gen technologies?

Defined but does not cover all technology areas

Covers all technology areas but lacks future alignment

Well-defined and documented technology roadmap aligned to the current multi-supplier sourcing model with clear visibility & blueprint for future alignment

5. Do you have the mechanism defined and implemented to measure and report IT's contribution to business processes through a single pane of glass view?

Not defined

Defined but not implemented yet

Defined and implemented, but not effective

Effectively tracking the IT contribution to business through clear definition and alignment of IT outcomes to business objectives

6. Do the current reports and dashboards provide real-time and end-to-end service performance view with sufficient intelligent insights for the informed decision making?

Limited performance visibility without any real-time view

Provides real-time visibility but lacks end-to-end performance view covering all layers of multi-supplier ecosystem

Interactive reports and dashboards providing real-time & end-to-end service performance view with required intelligent and suitable insights for informed decision making

7. Does the service management framework exist at organizational level to drive and promote process enabled innovation and experience management through worthwhile automation across the ecosystem?

Exists in some parts

Framework available but lacks standardization to support multi-supplier ecosystem

Standard framework available but ineffective due to lack of adoption by few suppliers

Digitially integrated service management framework driving innovation and experience across the ecosystem with meaningful automation

8. Does the current service management framework provide sufficient guidance and benchmark to focus on collaborative and proactive improvements for end-to-end outcomes in the multi-supplier ecosystem?

Lack alignment to end-to-end outcomes

Aligned to end-to-end outcomes but lacks effective tracking and collaborative approach

Provides a clear benchmark and guidance to efficiently track end-to-end outcomes

9. Does the current governance framework provide sufficient oversight & control for performance management and promote supplier development for close collaboration and performance improvement in the ecosystem?

Framework exists but lacks alignment with multi-sourcing ecosystem requirement

Current framework only focuses on key supplier(s) and their touchpoints

Covers all the suppliers in the ecosystem but not scalable enough to swiftly adapt to changes

Tightly coupled framework covering all the layers in the ecosystem including forward planning for improvement and collaborative working practices

10. Does the current governance model provide sufficient capability to manage, track and record tasks/actions efficiently in digitized and automated manner?

Tasks/actions are not tracked properly due to undefined process

Process defined but tasks/actions are managed manually

Tasks/actions tracking process is partially automated but not digitized

Process is fully digitized and automated using intelligent technology

Help us understand your organization better!

1. Number of IT suppliers

2-5

6-8

2. Number of end users

<5,000

5,000-10,000

10,000- 25,000

>25000

3. Number of Service Management tool(s) in the ecosystem

2-3

4-8

4. Number of contractual Service Levels

<50

50-100

100-200

200+

5. Reports produced in a reporting cycle

<50

50-200

200-400

400+

6. Major geographical presence

Americas

Europe

Middle East & Africa

APAC

Multi-Sourcing Service Integration Health Assessment Result

Overall Health Level

% Complete

Organization Pillar

Strategic Alignment

% Complete

Delivery Model

% Complete

Technology & Automation

% Complete

Process Framework

% Complete

Governance & Intelligence

% Complete

Undeveloped
Developing
Strong
Optimized

Health Level

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Maturity Assessment

Strategic Alignment
Delivery Model
Process Framework
Technology & Automation
Governance & Intelligence
Performance Management
Talent Management
Value Realization

Strategic Alignment

: 20 minutes (approx.)

60% Complete

1/44

1. Has your organization defined and documented a comprehensive multi-supplier integration strategy?

Does not exist

Exists but not clearly documented and defined

Documented and defined but at a very early stage

Documented, defined and successfully implemented

2. Have you assessed and evaluated the relevance of multi-supplier integration and its drivers in your organization?

Not yet

Discussion ongoing but not started yet

Assessment started but not completed yet

Assessed and evaluated

3. Is the multi-supplier integration strategy reviewed and cascaded with the right stakeholders?

Done only with service sponsors

Done only with selected internal stakeholders

Done with all the right stakeholders including internal and external partners

4. Does your oragnization have a defined multi-supplier sourcing and integration roadmap and a maturity path?

Does not exist

Exist but not clearly documented and defined

Documented and defined but not clearly aligned to business objectives

Well-defined roadmap and maturity path aligned to business objectives available

5. Does your organization have clear and documented definition for supplier tiering and segmentation?

Exists in small pockets but no formal process and standard approach available

Process documented and defined but not used widely due to its low maturity level

Documented and matured supplier tiering process available and used extensively

6. Have you identified and finalized the services that need to be managed in-house as retained capabilities and services that need to be outsourced?

Not yet

Services identified but not finalized

Services finalized but partially agreed with required stakeholders

Services finalized and agreed with all the stakeholders

7. Is there an Organizational Change Management framework and approach in place crafted specifically to meet multi-supplier environment needs?

Doesn't exist

OCM framework exists but do not cater specific requirement of multi-supplier ecosystem

Multi-supplier specific OCM framework established but at a low maturity level

Matured OCM framework to meet multi-supplier environment needs exists and implemented successfully

8. Have you identified and mapped all the services rendered in the ecosystem and logically grouped them with the respective providers, including the internal retained groups?

Identified but not logically grouped

Identified and grouped but only for external providers

Established a multi-supplier operating model with logically grouped internal, external service providers with services interdependencies

9. Do you have the functional & logical structure of the functions and practices defined along with their interaction model that will help to establish clear RACI?

Doesn't exist

High level structure exists but doesn't cover all aspects

Logical structure exists but interaction model is not clearly defined

Functional and logical structure exists with clearly defined interaction model

10. Have you established the organizational structure with the right roles & responsibilities for retained and outsourced functions including the Service Integrator partner?

Not yet

Defined only for outsourced function

Defined for both retained and outsourced functions but not effective

Effective organization structure available with clearly defined roles and responsibilities for retained and outsourced functions including Service Integrator

11. Have you assessed and identified the necessary capabilities & practices required to meet the objectives of multi-supplier integration in alignment to business goals?

Not yet

Assessment in progress but not completed yet

Capabilities and Practices identified but not aligned to business goals

Capabilities and Practices aligned to business goals identified

12. What is your level of ITSM adaptation and do you have process models optimized to work in a multi-supplier sourcing environment?

ITSM process definitions exist for a few processes but not defined and documented properly

ITSM process definitions exist and documented for all processes

Comprehensive ITSM processes documented and adhered by few suppliers

Comprehensive ITSM processes adhered and optimized to suit multi-supplier ways of working and touchpoints

13. Are the process models and ways of working fully documented and made accessible to all stakeholders (internal and external) in the ecosystem?

Not defined

Exists but not accessed by all the stakeholders

Accessed by all the stakeholders but followed only by limited stakeholders

Accessed and followed by all the stakeholders

14. Are supplier integration activities sufficiently defined across all processes to meet the end-to-end outcome including collaboration charter and joint ways of working?

Doesn't exist

Defined but covers limited processes

Defined for all processes but not aligned to meet end-to-end outcomes

Defined for all processes and aligned to meet end-to-end outcomes covering the required supplier touchpoints

15. Have you aligned your ITSM processes to ITIL4?

Process alignment to ITIL4 ongoing but not completed yet

Few processes are aligned to ITIL4 but do not provide expected business outcomes

Processes are aligned to ITIL4 and provide expected business outcomes

16. Do you have mechanism to continuously assess, improve and optimize the processes and measure its effectiveness and efficiency?

Assessment is limited to few processes

Assessment mechanism available but effectiveness measures are lacking

Robust assessment and tracking mechanism available for process optimization

17. Are the processes sufficiently mature to drive end-to-end service orchestration using automation and innovation?

Yes

18. Have you defined ITSM processes review frequency and established sufficient control mechanisms to track compliance with the review process?

Reviewed but not in a consistent manner

Review frequency defined but lacks control mechanism

Process documents are regularly reviewed with sufficient control mechanisms to track the review compliance

19. Is your tooling strategy aligned to overall IT and Business objectives?

Doesn't exist

Tooling strategy available but covers only limited tools

Tooling strategy available but alignment to overall IT and business objectives lacking

Tooling strategy available and completely aligned to overall IT and business objectives

20. Have you integrated with your ecosystem partners' tools and systems for smooth process execution and exchange of data?

Partners tools not integrated

Only a few partners tools are integrated

Partners tools are integrated but use cases are not correctly defined resulting to data exchange error

Partners tools are integrated with clearly defined use cases providing smooth exchange of data

21. Do you have technical capability to rapidly onboard suppliers, in plug and play mode?

Doesn't exist

Technical capability available but only for limited tools

Technical capability available but onboarding approach not clearly documented

Technical capability available with clearly documented onboarding approach to rapidly onboard providers

22. Do you have sufficient technical capability to consolidate suppliers' services to drive end-to-end service orchestration using next-gen capabilities like AI/ML?

Yes

23. Do you have Multi-supplier governance charter (role, cadence, reports etc.) defined and published?

Governance exists but not structured properly in charter form

Multi-supplier governance charter defined but not published yet

Multi-supplier governance charter defined and published to all providers in the ecosystem

24. Do you have decision rights model established and operationalized across all the suppliers?

Doesn't exists

Exists but not documented properly

Documented and operationalized with key suppliers only

Documented and operationalized across all the suppliers

25. Do you have any digitized solution in place for orchestrating end-to-end multi-supplier governance lifecycle (i.e. manage end-to-end governance meetings including tracking and recording attendance, publishing minutes, maintaining the traceability of tasks/actions etc.)

Yes

26. Do you have any digitized solution in place to track supplier performance against the contractual obligations that are non ticket-based (i.e. obligation to provide an agreed number of resources for any specialized skills, obligation to provide support for a particular window for some specific locations or processes - 12x5, 16x5 etc.)

Yes

27. Do you have audit and compliance framework that assures the validity and reliability of the service performance including the integrity of the reports?

Doesn't exist

Audit framework available but with limited scope

Framework established to cover service performance but at a low maturity level

Well establish audit and compliance framework available to cover all the areas holistically

28. Do you have collaboration framework that drives the "One Team Culture" across the supplier ecosystem?

Framework available but not adhered by providers

Framework available but adhered by only key providers

Framework available and adhered by all the suppliers in the ecosystem

29. Do you have multi-supplier risk management process established, tracked, reported and driven at various levels as applicable for right control and measures?

Yes

30. Have you implemented end-to-end SLA tracking mechanism in your ecosystem including defining cross-supplier OLAs and UCs?

Doesn't exist

OLAs and UCs are not agreed for all the teams/suppliers

OLAs and UCs agreed but end-to-end tracking is missing

End-to-end SLA is implemented and tracked with clearly defined OLAs and UCs

31. Do you have mapping of IT metrics to business outcomes that is regularly reviewed and aligned?

Doesn't exist

Mapping available but does not cover all the business functions

Mapping available but not regular reviewed and aligned to meet the evolving business needs

IT metrics to business outcomes mapping available and regularly reviewed for its alignment

32. Do you have unified and digitized reports/dashboards available to benchmark suppliers performance across the ecosystem? Is there any business intelligence and data visualization tool used for advanced and predictive analytics and insights?

Yes

33. Does the performance management & reporting framework cover all suppliers and services in the IT ecosystem holistically?

No performance management framework available

Covers only key suppliers

Covers all external suppliers but doesn't include internal capabilities

Covers all the stakeholders including both internal and external providers

34. Does the performance reporting include end-to-end service performance measures covering quantitative as well as qualitative aspects at individual level and at holistic level?

Doesn't exist

Service Performance reports are not end-to-end

Service Performance reports cover only quantitative measures

Service Performance reports cover both quantitative and qualitative aspects at individual as well as holistic level

35. Do you have sufficient proactive process and control measures to handle performance remediation and compliance in a systematic way instead of a reactive or penalty-based approach?

Doesn't exist

Proactive process and control exist but not followed by all the stakeholders

Proactive process and control exist and followed but need further improvement

Robust proactive process and control mechanism exist

36. Are the performance and reporting framework regularly reviewed to identify and align to the continuously changing business needs?

Framework not available

Framework available, but not fully implemented

Framework implemented, but governance for continuous review is missing

Framework implemented and continuously reviewed for alignment to the evolving business needs

37. Do you have right skills defined & mapped (based on the industry standards like SFIA) to the roles for both the retained and outsourced service towers?

Not defined

Defined but limited to only outsourced providers

Defined for both retained and outsourced providers but skill mapping requires further improvement as per industry standards

Right skills defined and mapped as per industry standards for both retailed and outsourced providers

38. Do you have a unified training and orientation program to conduct, track, report the supplier personnel onboarding to the ecosystem?

Training program available but not standard and unified

Standard training and orientation program available but limited visibility on supplier's personnel onboarding

Unified training and orientation program available with visibility on any new onboarding in the ecosystem

39. Do you have mechanism to track, review and identify gaps if all the roles are onboarded with named personnel in alignment to multi-supplier organizational design?

Mechanism available but doesn't provide the required outcomes

Mechanism available but provide limited outcomes

Mechanism available and provide full visibility to identify resource onboarding gaps as per multi-supplier organizational design

40. Do you have end-to-end traceability and transparency to the cost incurrence for all the services provided by each individual supplier?

Available but not in standard form

Available in standard form but provides cost incurrence visibility for limited suppliers

End-to-end visibility and traceability available to the cost incurrence for all the suppliers

41. Are you able to systematically evaluate the suppliers overall contribution to innovation and cost optimization?

Yes

42. Are you able to provide sufficient and relevant IT data & insights required by your leadership (CxO's or C-suite executives) for informed decision making?

Yes

Multi-Sourcing Service Integration Maturity Assessment Result

Overall Maturity Level

% Complete

Organization Pillar

Strategic Alignment

% Complete

Delivery Model

% Complete

Technology & Automation

% Complete

Process Framework

% Complete

Governance & Intelligence

% Complete

Performance Management

% Complete

Talent Management

% Complete

Value Realization

% Complete

BEGINNER
INTERMEDIATE
ADVANCED
OPTIMIZED

Maturity Level

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