(Example)
CRITERION | Value/ Range | Weighting factor | Yes/No and Comments |
Functional | |||
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? | |||
Implementation | |||
Is the impact on current activities acceptable? | |||
Is a feasible route for migration to the service available? | |||
Support | |||
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? | |||
Performance | |||
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? | |||
Security | |||
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)? | |||
Availability | |||
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? | |||
Supplier | |||
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? |
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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? |
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