|Yes/No and Comments
|Do the service and the specific business processes align?
|Does the service fit well in the E2E business processes?
|Is the service sufficiently adaptable to specific requirements?
|Are many configurations needed?
|Is customization possible?
|Is (a lot of) additional customized software needed?
|Are the required platforms supported?
|Are the New World of Work and BYOD sufficiently supported?
|Is it possible to interface/integrate the service with the other systems?
|Are sufficient manuals and/or courses available?
|Is the impact on current activities acceptable?
|Is a feasible route for migration to the service available?
|Are changes in the service announced beforehand?
|Are sufficient test facilities available around the service (test environment, test tools, testware, access to infrastructure, etc.)?
|Are there sufficient support facilities?
|Is it clear how incidents can be reported?
|Are incidents resolved fast enough?
|Are response times quick enough?
|Is the number of possible simultaneous users high enough?
|Is bandwidth sufficient?
|Is sufficient potential for growth available?
|Is the actual use charged correctly?
|Are adequate authorization and authentication in place?
|Is the physical security of the service locations sufficient?
|Is the access for maintenance of the service sufficiently secure?
|Is security between customers sufficient?
|Are data changes traceable?
|Is data storage for the service reliable?
|Is deleting data in the service reliable?
|Is security of the connection to the service sufficient?
|Are security options for the customer sufficient?
|Does the supplier have security certificates (for example, SAS 70 type II)?
|Is the level of availability for the service sufficient?
|Are backup/failover/disaster recovery provisions sufficient?
|Legislation and regulations
|Does the data location comply with all legal requirements?
|Does the data processing comply with all legal requirements?
|Do any contract terms or conditions conflict with the duties of the customer?
|Is it clear what happens when the contract ends or in case of bankruptcy or conflict?
|Is a good help desk available?
|Does the supplier have experience in the following areas:
– Offering this particular service?
– Offering services in general?– Developing Services?
– The customer’s field?
– Developing, testing and supporting services?
|Do the methods used by supplier align with those of the customer (if relevant)?
|Is quality assurance performed?
|Is the supplier ahead in its field?
|Is the size of the supplier in accordance with the expectations of the customer?
|Does the supplier have a good reputation (are there references)?
|Is providing services the core business of the supplier?
|Does the supplier have the capability for future expansion?
|Do the supplier and the customer speak the same language?
|Is transparency and flexibility of the supplier sufficient?