IAOP Nordic chapter program: Contract management of managed services

March 11, 2015

The IAOP’s Nordic chapter held its first quarter 2015 meet on February 24. The topic for the program was “Contract management of managed services–The provider and customer perspective.”

Central to our reasoning for building a program with this topic is the general consensus that value is being lost because contracts are not necessarily being made nor managed properly. There is a great need to link contracts in outsourcing to organizational processes and business outcomes. With this in mind, our presenters came with input as to how their organizations are (and could be) managing contracts in managed services.

The event kicked off with the advisor’s perspective via a presentation by Jesper Mikkelsen of ISG (Information Services Group), a long established market leader in contract management services. Jesper elaborated on ISG’s best practices approaches, tools available in the market place, and the potential for outsourcing part of the contract management. Jesper noted the increasingly dynamic nature of contracts particularly as companies secure more services delivered via “the Cloud.”

Tue Goldschmieding of Gorrissen Federspiel took a look at contract management from the legal and contractual perspective.  Tue provided “the missing link” between managing under the ITIL framework and being able to leverage the contract to not only contain risks but also to optimize the potential outcome of a contract.

Lone Arnholtz of Danske Bank brought the customer perspective of contract management to life. Of particular focus for Lone’s presentation were the challenges encountered and Danske Bank’s overall strategy going forward. Danske Bank’s contract management group is characterized by mature, seasoned resources who are tightly integrated with key stakeholders. This proximity is key to both understanding commercial drivers and to being able to help apply the contracts as needed.

Wrapping up the program for the day, Jens Grønkjær Sjølander Pihl and Sune Albert of KMD, provided the technology services viewpoint. One critical point raised by KMD is the fact that most vendors have many more contracts than the customers they serve and that there is a wide range of complexity to this portfolio. Noted as key for success were both the need for a clear link to business goals and support from top management.

As always, our network event had ample time after the presentations for those attending to network with each other.

Our net IAOP network meeting is on May 19 at Gorrissen Federspiel (15-18). The topic is “Security in an outsourced environment.” Please join us. (sign up by sending Gitte Arendal of Gorrissen Federspiel an email at ga@gorrissenfederspiel.com.