Best Practice 2: Your IT Outsourcing Contract should be transparent and granular – and this should show in the pricing model
Transparence and granularity in an Application Maintenance contract directly translates to a price per application. An ideal model goes further and prices the service depth required on the application.
Let’s look at transparency and granularity from various viewpoints to understand the needs of the design.
Viewpoint: Application Business owner
- In the midst of signing a maintenance contract for an Application portfolio, the effect of the contract on an application should not be lost.
- While a total price might make perfect business sense from the perspective of portfolio management, there are business owners who use and sponsor these applications. The pricing structure should be able to translate the costs and benefits of the entire portfolio bundling program to an individual application.
- Else such an overall program could be stalled by the business department which feels that the costs to its applications have not been correctly allotted.
Viewpoint: Application Maintenance Contract Manager
- A granular pricing structure – which means applications are either priced individually or according to a scheme that is laid down – greatly eases the job of a contract manager.
- Granularity should go beyond just price for application and also model the various ebbs and tides that the service could take. Explore all the dimensions of your service whether it is service depth or service time e.g. some applications might need only level 2 support, other applications might need 24/7 support.
- The more granular your model, the less discussion the contract manager would have while discussing portfolio changes during the contract duration.
Viewpoint: IT Procurement
- Valuable procurement bandwidth can be saved if all service conditions are laid clear and separately priced in the form of factors.
- Procurement can then concentrate on the larger ticket items and leave the management of the pricing to the contract manager of the application portfolio.
- A CIO will normally highlight the overall savings that have been achieved through the clustering of applications into an overall application portfolio.
- However, he also has to demonstrate these savings to individual business departments – and showcase the overall benefit that they have achieved by taking part in the clustering program. He needs their support.
- A transparent and granular pricing system serves such a cost allocation in a seamless manner. No more clumsy Excel sheets as an after-thought.
Effort put ahead of the curve in defining a transparent and granular pricing system, calibrating your application portfolio against it, and signing contracts based on this pricing system will go a long way in keeping the contract and change management smooth and frictionless.
Next – Best Practice 3 : Encourage the right Behavior – stay tuned!
In this series, see also:
For a background of this topic, see: