How can you maintain consistent IT service quality across multiple providers?

How can you maintain consistent IT service quality across multiple providers? This is a common challenge for software project managers who need to coordinate and monitor the performance of various IT vendors, contractors, and internal teams. In this article, you will learn some practical tips and best practices to ensure that your IT service quality meets your expectations and standards.

1 Define your service quality criteria

Before you engage with any IT service provider, you need to clearly define your service quality criteria and communicate them to your potential partners. These criteria should include the scope, deliverables, timelines, costs, and quality metrics of the service you require. You should also specify the roles and responsibilities of each party, the escalation and resolution procedures, and the reporting and feedback mechanisms. By having a clear and consistent service quality criteria, you can avoid ambiguity, confusion, and conflicts in your IT service delivery.

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Rajan Ananthanarayanan

Product Trustee & Founder
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Surely defining service quality criteria is the first step. 1) When multiple service providers are involved, it is imperative to understand service capability of each of them. Sometimes, the service quality definition may be stringent and it might be a sort of 'gold plating' - additional features 'bells and whistles' might lead to 'the law of diminishing marginal utility'. Meaning, spending more resources for a 'functional little'. 2) Bring all the service providers at par. We often see two service providers may not have equal capability. This makes a case to enhance their capability with some amount of training and coaching. 3) More importantly build trust with the service providers

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2 Establish a service level agreement

A service level agreement (SLA) is a formal contract that defines the expectations and obligations of both the service provider and the customer. It also sets the performance indicators, targets, and penalties for the service quality. An SLA should cover aspects such as availability, reliability, security, responsiveness, and customer satisfaction. You should negotiate and sign an SLA with each of your IT service providers and review it regularly to ensure that it reflects your current needs and goals.

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3 Monitor and measure your service quality

You can't manage what you can't measure. Therefore, you need to monitor and measure your service quality regularly and objectively. You can use various tools and methods to collect and analyze data on your service quality, such as dashboards, reports, surveys, audits, and reviews. You should also compare your actual results with your expected targets and identify any gaps or issues. By monitoring and measuring your service quality, you can track your progress, evaluate your performance, and identify areas for improvement.

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4 Collaborate and communicate with your service providers

Communication is key to maintaining consistent IT service quality across multiple providers. You should establish and maintain regular and effective communication channels with your service providers, such as meetings, calls, emails, and chats. You should also share your feedback, concerns, and suggestions with them and listen to their input and feedback. By collaborating and communicating with your service providers, you can build trust, rapport, and alignment, and resolve any problems or conflicts quickly and smoothly.

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5 Review and improve your service quality

Service quality is not a static or fixed concept. It is a dynamic and evolving process that requires constant review and improvement. You should conduct periodic and systematic reviews of your service quality with your service providers and stakeholders, such as customers, users, and sponsors. You should also solicit and act on their feedback and suggestions to enhance your service quality. By reviewing and improving your service quality, you can adapt to changing needs and expectations, and deliver value and satisfaction to your customers and users.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Balaji Veeramani

MS, PMP®, CSM®, ITIL® | Ex-IBMer | Strategic Leader | Digital Transformation | Cloud Migration | Sales force | Data Engineering | AI/ML Ops | Product Management | Process Guru | Mentor
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Maintaining consistent IT service quality across multiple providers involves establishing clear standards and expectations from the start. It's about having a robust framework that all providers adhere to. Regular communication and feedback loops are key to ensure everyone is on the same page. It’s also important to regularly monitor and review the performance of each provider against agreed benchmarks. If discrepancies arise, addressing them promptly is crucial. Centralizing data and insights from all providers can also help in identifying broader trends or issues. Essentially, it’s about creating a cohesive ecosystem where all providers are aligned and accountable to the same quality standards.

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Bia Saltarelli

Product Manager at Itaú/ Rede | Payments | Banking | Open Finance
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Maintaining consistent IT service quality across multiple providers is a complex challenge that requires a careful and strategic approach. Creating a cohesive ecosystem within an organization that encompasses a variety of IT service providers becomes especially challenging when faced with the presence of legacy systems. The integration between systems, often developed at different times and using different technologies, demands careful solution architecture. Additionally, data governance plays a crucial role in maintaining consistent service quality by ensuring data integrity, confidentiality, and availability.

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How can you maintain consistent IT service quality across multiple providers?

1

2

3

4

5

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1 Define your service quality criteria

2 Establish a service level agreement

3 Monitor and measure your service quality

4 Collaborate and communicate with your service providers

5 Review and improve your service quality

6 Here’s what else to consider

Software Project Management

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How can you maintain consistent IT service quality across multiple providers?

1

2

3

4

5

6

1 Define your service quality criteria

2 Establish a service level agreement

3 Monitor and measure your service quality

4 Collaborate and communicate with your service providers

5 Review and improve your service quality

6 Here’s what else to consider

Software Project Management

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