ICT SERVICE MANAGEMENT
Lecture 7 — Comprehensive Exam Summary
Chapter 18 (Supplier) · Chapter 19 (HR) · Chapter 20 (IT Governance)
Suppliers · IT personnel · Org structure · ISO 38500 · COBIT · IT spending
Overview
Lecture 7 closes the IT-Management block (Ch. 18 & 19) and opens the IT-Governance block (Ch. 20). Note:
Ch. 20 was covered orally; slides only for 18 & 19.
Chapter 18 — Supplier Management
Types of suppliers
Slide: 6 supplier categories — HW, SW, Commodity, Workforce, Advisory, Network, Outsourcing
• Hardware (HP at KU Leuven)
• Software
• Commodity (print toner)
• Workforce services (consultants)
• Advisory services
• Network services
• Outsourcing services (cloud — Microsoft, AWS, GCP)
Objective of supplier management: Ensure suppliers support IT service targets and business
expectations. Minimize risks from badly performing suppliers.
Lecture 7 — ICT Service Management — Page 1
, Supplier classification — 4 levels
Slide: Strategic / Tactical / Operational / Commodity
Term Definition
Strategic Partnership relations with confidential info; long-term; mutual benefits.
Hospital consortium → UZ Leuven patient records spin-off.
Tactical Significant commercial activity. HW maintenance supplier.
Operational Operational products/services. PC supplier; Microsoft email at KU
Leuven.
Commodity Easily replaceable. Printer paper.
EXAM TIP: Test of strategic: 'how easy to switch?' If easy → not strategic. Classification informs HOW
you manage.
Supplier management activities — 5-stage lifecycle
Slide: 5 activities — identify, evaluate, establish, manage, renew/terminate
• 1. Identify new supplier + requirements (tendering)
• 2. Evaluate new suppliers + offerings (contract negotiation)
• 3. Establish new suppliers + contracts
• 4. Manage supplier + contract performance (monitor SLAs)
Lecture 7 — ICT Service Management — Page 2
Lecture 7 — Comprehensive Exam Summary
Chapter 18 (Supplier) · Chapter 19 (HR) · Chapter 20 (IT Governance)
Suppliers · IT personnel · Org structure · ISO 38500 · COBIT · IT spending
Overview
Lecture 7 closes the IT-Management block (Ch. 18 & 19) and opens the IT-Governance block (Ch. 20). Note:
Ch. 20 was covered orally; slides only for 18 & 19.
Chapter 18 — Supplier Management
Types of suppliers
Slide: 6 supplier categories — HW, SW, Commodity, Workforce, Advisory, Network, Outsourcing
• Hardware (HP at KU Leuven)
• Software
• Commodity (print toner)
• Workforce services (consultants)
• Advisory services
• Network services
• Outsourcing services (cloud — Microsoft, AWS, GCP)
Objective of supplier management: Ensure suppliers support IT service targets and business
expectations. Minimize risks from badly performing suppliers.
Lecture 7 — ICT Service Management — Page 1
, Supplier classification — 4 levels
Slide: Strategic / Tactical / Operational / Commodity
Term Definition
Strategic Partnership relations with confidential info; long-term; mutual benefits.
Hospital consortium → UZ Leuven patient records spin-off.
Tactical Significant commercial activity. HW maintenance supplier.
Operational Operational products/services. PC supplier; Microsoft email at KU
Leuven.
Commodity Easily replaceable. Printer paper.
EXAM TIP: Test of strategic: 'how easy to switch?' If easy → not strategic. Classification informs HOW
you manage.
Supplier management activities — 5-stage lifecycle
Slide: 5 activities — identify, evaluate, establish, manage, renew/terminate
• 1. Identify new supplier + requirements (tendering)
• 2. Evaluate new suppliers + offerings (contract negotiation)
• 3. Establish new suppliers + contracts
• 4. Manage supplier + contract performance (monitor SLAs)
Lecture 7 — ICT Service Management — Page 2
