Change management

Availability management

Financial management for IT services

Problem management

That business transactions between all parties are recorded

That information on the performance of all suppliers can be observed and acted upon

That it is made clear that the supplier cannot subcontract part of the delivered services to the Service Provider

That the suppliers understand their obligation to the Service Provider

Service Level Agreements (SLAs)

Operational Level Contracts

Service Contracts

Underpinning Contracts