DS02 Manage third-party services

focuses on

establishing relationships and bilateral responsibilities with qualified third-party service providers

monitoring the service delivery to verify and ensure adherence to agreements

is controlled by

DS02.1 Identification of All Supplier Relationships Identify all supplier services, and categorise them according to supplier type, significance and criticality. Maintain formal documentation of technical and organisational relationships covering the roles and responsibilities, goals, expected deliverables, and credentials of representatives of these suppliers.

DS02.2 Supplier Relationship Management Formalise the supplier relationship management process for each supplier. The relationship owners should liaise on customer and supplier issues and ensure the quality of the relationship based on trust and transparency (e.g., through SLAs).

DS02.3 Supplier Risk Management Identify and mitigate risks relating to suppliers´ ability to continue effective service delivery in a secure and efficient manner on a continual basis. Ensure that contracts conform to universal business standards in accordance with legal and regulatory requirements. Risk management should further ...

DS02.4 Supplier Performance Monitoring Establish a process to monitor service delivery to ensure that the supplier is meeting current business requirements and continuing to adhere to the contract agreements and SLAs, and that performance is competitive with alternative suppliers and market conditions.

is part of

Deliver and Support (DS) is concerned with the actual delivery of required services, which includes service delivery, management of security and continuity, service support for users, and management of data and operational facilities.

refers to

[07.3] Supplier management Objective: To manage suppliers to ensure the provision of seamless, quality services.

NOTE 1 The scope of this standard excludes the procurement of the suppliers.

NOTE 2 Suppliers may be used by the service provider for provision of some part of the service. It ...

can be mapped to

Supplier Management Process The Process responsible for ensuring that all Contracts with Suppliers support the needs of the Business, and that all Suppliers meet their contractual commitments.

supports

Ensure mutual satisfaction of third-party relationships.

Ensure satisfaction of end users with service offerings and service levels

Ensure transparency and understanding of IT cost, benefits, strategy, policies and service levels