Multi-supplier integration management for public protection and disaster relief (PPDR) organizations

Cloud sourcing and multi sourcing are growing rapidly and are success criteria´s for today´s IT departments. IT services are often operated by multiple suppliers but only very few of the client organizations are getting planned savings and service quality within multi-supplier environment. The Information Technology Infrastructure Library (ITIL); Service Level Agreements (SLA) Management; Enterprise Service Management (ESM); Responsible, Accountable, Consulted, and Informed (RACI) matrix and selective sourcing practices have been created to respond to this problem but never aligned to be jointly used during service lifecycle. This paper presents a model how multi-supplier environments should be managed. New method presents how existing frameworks should be aligned from service management point of view. An attention is taken how Public Protection and Disaster Relief (PPDR) organizations should choose their service delivery model. Especially, if delivery is a mixture of in-house, outsourcing and cloud sourcing services, how to clarify the responsibilities, operating model and scorecards between suppliers? This new aligned model is described also graphically and the achieved benefits are described in detail.