Map the service supply chain
Identify which services rely on external providers, what each party contributes and which internal owner coordinates the relationship. Include important dependencies beyond the first contractual tier where they affect your ability to manage the service.
Translate commitments into responsibilities
Connect customer service commitments to supplier arrangements and internal responsibilities. Specify reporting, escalation, changes, incident coordination and review expectations. A contract alone does not provide day-to-day control.
Agree the evidence you need
Define which records and performance information you need to review supplier contributions. Check whether they are available in time to support your own decisions. Escalate gaps in access or accountability before they become operational problems.
Review outcomes and risks
Use regular reviews to examine performance, recurring issues, changes and improvement actions. Record owners and deadlines. Understand how supplier failure, service changes or contract exit would affect your customers.
Assess against the actual scope
Supplier arrangements should be evaluated in the context of your Service Management System and applicable requirements. Use the current standard and relevant guidance for a formal gap assessment; this article is a practical starting point.
Further reading: ISO/IEC 20000-1 overview