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Getting the best from your MSP (MSA (Incidents (Responsiveness, Resolution…
Getting the best from your MSP
RFP process
Your RFP
content
invitation
Assessment
Selection and negotiation
MSP Proposal
MSA
Incidents
Responsiveness
Resolution
Known problems
Critical Incident Management
Service Requests
Responsiveness
Fulfilment
Problems
Identification
Solution
Service catalogue and service specs
SLAs (link to my post)
Responsiveness commitments
Resolution commitments
Fulfilment commitment
Relationship management
Reporting
Reviews
Continuous improvement
Service management
Service provision
Service Assurance
BCP/DR tests
Operations manual
User competence
Introduction
Service Providers
Internal (F&A, HR, IT)
External (BPO, ITO, marketing services, recruitment ...)
General dissatisfaction (hostiles graph)