Method for multi-sourcing technology based services

1 . A computer implemented method of assigning responsibility for multi-sourced technology based services, the method including the steps of:

defining a plurality of service delivery functions;

defining collections of services that are to be provided by several service providers;

providing metrics associating said service delivery functions with said collections of services; and

inserting said metrics into a model to indicate which of said several service providers are assigned responsibility for said service delivery functions.

2 . The method of claim 1 including the step of displaying a matrix of metrics for said defined service delivery functions against said defined collections of services, wherein a space in said matrix indicates where at least one of said plurality of service delivery functions is not associated with at least one of said collections of services.

3 . The method of claim 2 , wherein said defined service delivery functions are positioned in said model horizontally and said defined collections of services are positioned in said model vertically to produce said matrix.

4 . The method of claim 1 , wherein said provided metric is inserted into said model in the form of a visual indicator.

5 . The method of claim 1 including the step of retrieving said metrics from a module storing information associated with a standard level of service provided by at least one of said service providers.

6 . The method of claim 1 including the step of retrieving said metrics from a module storing information received through negotiation between said client and at least one of said service providers.

7 . The method of claim 1 including the step of providing a total metric value for a service delivery function for all associated collections of services.

8 . The method of claim 1 including the step of providing a total metric value for a collection of services for all associated service delivery functions.

9 . The method according to claim 1 including the steps of:

defining a total metric requirement for all service delivery functions in relation to customer requirements;

displaying a sum of said provided metrics for each service delivery function, and displaying said total metric requirement.

10 . The method of claim 1 , wherein said service delivery functions are defined according to a common or industry standard.

11 . The method of claim 1 including the step of allocating said service delivery functions to one of two groups, a first group defining event driven functions and a second group defining business as usual driven functions.

12 . A computer implemented method of defining service delivery functions linking collections of services in a multi-sourced technology based service environment, the method including the steps of:

defining collections of services that are to be provided by several service providers;

defining a plurality of service delivery functions associated with said collections of services;

defining process activities for executing said service delivery functions; and

defining sub-activities for implementing at least one of said process activities in relation to said collections of services, wherein at least two of said sub-activities have interdependent inputs and outputs.

13 . The method of claim 12 , wherein said process activities are defined according to a common or industry standard.

14 . A computer implemented method of defining service delivery functions for multi-sourced technology based services, the method including the steps of:

defining a plurality of service delivery functions;

defining collections of services that are to be provided by several service providers;

generating a plurality of activities for executing said service delivery functions;

generating a plurality of sub-activities for at least one of said activities; and

generating instructions to carry out at least one of said sub-activities, said instructions providing information associated with how to execute said sub-activity.

15 . The method of claim 14 , wherein said activities are defined according to a common or industry standard.

16 . A computer implemented method of providing a current service performance level and a target service performance level in a multi-sourced technology based service environment, the method including the steps of:

defining a plurality of service delivery functions;

defining collections of services that are to be provided by several service providers;

defining a target service performance level for at least one of said service delivery functions;

retrieving metrics associated with a current service performance level for an associated collection of services;

determining a current service performance level for said service delivery function based on said retrieved metrics; and

providing an output to indicate said current and target service performance levels.

17 . The method of claim 16 including the step of displaying said current and target service performance levels.

18 . The method of claim 16 , wherein said service delivery functions are defined according to a common or industry standard.

19 . A computer implemented method for monitoring the performance of multi-sourced technology based services for a client, the method including the steps of:

defining a plurality of service delivery functions;

defining collections of services that are to be provided by several service providers, wherein said collections of services are associated with said service delivery functions and said service delivery functions are defined according to a common standard across all associated collections of services;

calculating and storing performance metrics for said service delivery functions in association with the collections of services; and

providing access to said stored performance metrics to a third party to allow monitoring of the performance of at least one of said a service delivery functions for at least one of said collections of services.

20 . A computer implemented method of allocating governance responsibilities in a multi-sourced technology based service environment, the method including the steps of:

defining a plurality of service delivery functions;

defining collections of services that are to be provided by several service providers, wherein said collections of services are associated with said service delivery functions;

defining a rules engine that includes resolution information for resolving an event associated with at least one of said collections of services;

receiving information associated with said event;

providing said event information to said rules engine;

processing said event information in said rules engine; and

outputting resolution information associated with said event from said rules engine.

21 . The method of claim 20 , wherein said resolution information includes at least one of information identifying an entity responsible for resolving said event and instructions for resolving said event.

22 . A computer implemented method for defining the requisite roles, functions or responsibilities in a multi-sourced technology based service environment, the method including the steps of:

defining a governance model by defining an operational level of governance and at least one further level of governance for said model from the group consisting of: a tactical level of governance; a strategic level of governance;

defining said operational level of governance by:

defining a plurality of service delivery functions which include services and processes; and

defining collections of services provided by several service providers, wherein said collections of services are associated with said service delivery functions;

defining levels of governance by:

defining a plurality of roles for controlling the provision of said service delivery functions;

changing a process, service or role; and

adapting said governance model based on said changed process, service or role to ensure collaboration between said governance levels.

23 . The method of claim 22 including the steps of:

changing a process or service; and

adapting said governance model by adapting any roles that are associated with said changed process or service.

24 . The method of claim 22 including the steps of:

changing an existing role; and adapting said governance model by adapting any services or processes in said operational level of governance that are associated with said changed role.