Operating guide · IT governance
Turning multiple technology vendors into one accountable operating plan
A service-ownership, escalation, acceptance and review model.
Gaps to close
- Stop responsibility gaps
- Protect business-owned access and evidence
- Improve escalation across the current supplier mix
- Make renewals and projects measurable
Decisions to settle
- Accountable owner per business service
- Which provider coordinates cross-supplier incidents
- Business-owned credential and configuration standards
- Acceptance and escalation thresholds
How to know it is working
- A seeded incident reaches the correct owners and suppliers
- The business can access critical accounts and configuration
- Recovery roles are documented
- Cross-supplier escalation is tested
- Projects and renewals use defined acceptance evidence
Working documents
- Business service and supplier map
- Responsibility and escalation matrix
- Access and evidence register
- Service-review scorecard
Putting the routine in place
- 01
Service map
Map customer and operational services to systems, data, suppliers, contracts, administrators and dependencies.
- 02
Responsibility and control
Define accountable owner, support role, escalation, access, configuration, backup, security and exit per service.
- 03
Gap closure
Resolve missing business access, documentation, monitoring, recovery ownership and contractual ambiguity.
- 04
Operating rhythm
Run reviews around incidents, changes, risks, capacity, projects, evidence, renewals and improvement actions.