ITIL 4 Supplier Mgmt case studies
ITIL 4 Supplier Mgmt · Put your knowledge to work in context.
The ITIL 4 Specialist: Supplier Management credential is one of the ITIL 4 practice-oriented certifications listed by PeopleCert, the examination institute that owns the ITIL scheme. It sits alongside the other ITIL 4 specialist modules and is aimed at practitioners who already hold ITIL 4 Foundation and want to go deeper into how an organization selects, contracts with, governs, and measures its suppliers. The ITIL 4 Supplier Mgmt case studies are 5 cases and about 2,192 words.
1The Portal Outage Nobody Owns
A mid-sized insurer runs its customer portal through four suppliers: a SaaS CRM provider, a payment gateway, a cloud hosting provider, and a systems integrator that maintains the custom middleware. The CRM vendor's contract promises 99.9% availability for its own service, the hosting provider promises 99.95% for infrastructure, and the integrator's contract has no end-to-end availability target.
432 words, about 2 min2The 90-Day Service Desk Renewal
A government agency's IT service desk contract with an incumbent ends in 90 days. The service supports 4,200 staff and handles 1,800 tickets a month.
428 words, about 2 min3The Low-Spend Single Point of Failure
A logistics company has 63 IT suppliers. Procurement has segmented them by annual spend: 5 strategic suppliers above 1 million, 18 preferred suppliers between 100,000 and 1 million, and 40 tactical suppliers below 100,000.
446 words, about 2 min4Minor Works and Major Invoice Growth
A retailer signed a 3-year managed network contract worth $2.4 million. The contract includes 99.95% core network availability, service credits capped at 5% of monthly charges, an 8% annual CPI-based price adjustment, and a change process requiring written approval.
448 words, about 2 min5Green SLAs, Unhappy Payroll Users
A payroll outsourced provider has met its SLA for 18 consecutive months: payslips delivered on time 99.8%, incidents resolved within targets 96%, and system availability 99.9%. Yet HR's quarterly satisfaction survey has fallen from 78% to 54%.
438 words, about 2 min