Six management domains, each with a clear result

This domain provides insight into all contractual obligations within both the organisation that outsources and the supplier organisation. It is clear which tasks are done by which roles, who plays which role and which vacancies exist. The collaboration between the organisation and its suppliers is shaped as the basis for management. After the implementation of this management domain, a timely, sound and well-founded decision is taken on the renewal of the agreement, in which all involved roles and stakeholders have looked on substantive grounds at the conditions under which the agreement could be renewed.

This domain provides clear insight into the financial model of the service and which costs the supplier charges, and may charge. Invoices are checked against the substantive agreements, so that incorrect or unexpected costs are flagged. There is clarity about the approved budget and its realisation, with clear financial accountability. The organisation can thus steer on costs and budgets in time, always has a grip on the financial position of the collaboration, and is not caught off guard by costs that were not foreseen or do not fit within the agreements made.

This domain answers the question whether the service is delivered in accordance with the service-level agreements and performs as agreed, and whether the associated support complies with the agreed standards. Performance is measured via KPIs and assessed periodically, so it is clear whether the supplier meets the agreed levels. Deviations are flagged and form the basis for a conversation about how the supplier delivers the service within the agreements made. The organisation thus always knows whether the service functions properly and has the information about on which points the supplier can/must improve the service and how the collaboration can be optimised in this respect.

The implementation of this domain provides certainty that the service is delivered securely. Access management, audits and GDPR compliance are checked and recorded, so it is clear who has access to which data and under which conditions. In addition, the implementation results in security risks being flagged, and the supplier and organisation acting together for the security of the service. The organisation thus has control over the security of its data and systems.

This domain answers the question whether the risks around the supplier and its service are under control and whether the service is delivered in accordance with the agreed quality and (external) standards. Risks are identified and monitored, and mitigated. Quality problems are tackled at the source. The organisation thus gets a complete picture of the vulnerabilities around the service and the collaboration with the supplier, focused on what can improve.

This domain provides insight into how the service and the supplier's service delivery are experienced by the organisation. User satisfaction is measured and expectations are clarified, so it becomes clear where the service is appreciated and where improvements can be made. Signals are translated into concrete improvement points in the collaboration.