Supplier Management Process (ISO 20000:2018, ITIL) (Word DOCX)

Supplier Management Process [ISO/IEC 20000:2018, ITIL 4]

This product is a fully editable Word (DOCX) process with a supplemental ZIP (Process Diagram – Visio) available for immediate download upon purchase. It gives you a complete, audit-ready method to govern suppliers end-to-end—aligned to ISO/IEC 20000-1:2018 Clauses 4–7, 8.1, 8.3, 9, and 10 and reflecting ITIL 4 Supplier Management best practices.

What it does

Establish one governed "book of record" for suppliers and contracts, run transparent selections with hard quality gates, integrate suppliers into your service workflows, and keep performance, risks, and lifecycle decisions fully evidenced—from intake through onboarding, operation, review, renewal/amend/retender, to exit. All onboarding, amendments, and offboarding actions are executed via governed change (RFC) with CAB minutes referencing the gates passed.

Key Features

✔ Standards Alignment – Clause cross-reference shows exactly how the process fulfils ISO/IEC 20000-1:2018, with clear evidence pointers (records, owners, retention).

✔ Eight-Phase Lifecycle & Quality Gates – Govern & Plan → Source & Evaluate → Contract → Onboard & Integrate → Operate, Monitor & Report → Review/Improve/Renew/Amend/Terminate → Offboard & Transition → Continual Improvement, controlled by mandatory gates (G1.0–G6.0).

✔ Decision SLAs & Controls, Built-In – Renewal pipeline alerts at T-180 / T-120 / T-90 with the lifecycle decision recorded ≥T-90; CARs opened ≤5 business days and effectiveness verified ≤30 days; KPI definitions with owners, thresholds, and reaction plans.

✔ Privacy & Security by Design – DPIA where required, DPA/SCCs annexes, sub-processor registers and change-notification commitments, and quarterly/annual attestations baked into contracting and assurance.

✔ RACI with Specialized Roles – Clear accountability across Supplier Manager/Coordinator, Legal/Procurement, Finance, Architecture, Security/Privacy, Service Owners—plus Contract Owner, SIAM/Integration Lead, and an independent COI Secretariat for conflict-free selections.

✔ Audit-Ready Evidence Model – "Control objective ↔ required evidence" mapping, Records & Retention table, independent Internal Audit program with risk-based sampling, and immutable record links.

✔ KPI/CSF Pack – Targets like ≥95% on-time supplier audits, ≥95% scorecard timeliness, ≥95% KPI compliance, on-time exits, and ≥95% of renewal decisions recorded ≥T-90—each with formula, source, frequency, and reaction plan.

What's inside the supplemental ZIP

Implementation Toolkit (SUP-T01…T41): a ready-to-use library of editable templates covering policy & governance (SUP-T01/T02), evaluation criteria & DD (SUP-T03/T04/T11/T12), contract frameworks (MSA/SOW/KPI-OLA: SUP-T05/T06/T07), RFI/RFP packs (SUP-T08/T10), PoC & recommendation (SUP-T13/T14), contract register & governance plan (SUP-T15/T16), mobilization & onboarding (SUP-T17/T18/T19), integration playbook (SUP-T20), scorecards & consumption (SUP-T21/T22), audit & CAR (SUP-T23/T24), RCA/escalations (SUP-T25/T26), review & improvement (SUP-T27/T28), decision & amendment/retender (SUP-T29/T30), exit & comms (SUP-T31/T32/T33/T34), CSI & effectiveness/docs/comms-training (SUP-T35, T39–T41). Sample pages are included for key templates to accelerate tailoring.

Data Model & Governance Views (DOC-ISO20K-SUP-A01): the standard attribute dictionary, tiering & cadence model, governance views (Strategic/Operational/Commodity), and sampling rules to drive dashboards and audits.

Benefits

• Select the right partners, fast – Transparent criteria, conflict-of-interest controls, comparable bids, and PoC acceptance rules keep sourcing objective and defensible.

• Integrate without surprises – SIAM/Integration Lead role, workflow federation (incident/change/problem/capacity), and bidirectional process tests before RFS (G3.2.1).

• Stay always audit-ready – Records & Retention, evidence mapping, independence of Internal Audit, and CAR effectiveness checks make audits predictable.

• Eliminate renewal lapses – Automated T-180/120/90 alerts and a hard control to record decisions ≥T-90, with escalation if overdue.

• Prove value & control risk – KPI pack (availability, MTTR, KPI compliance, BC/DR, privacy/security attestations), supplier scorecards, and consumption reporting link spend to outcomes.

Who it's for

Supplier/Procurement leaders, Service & Contract Owners, CIO/IT leadership, Security/Privacy/DPO, Architects & SIAM, Finance partners, Internal Audit, Risk & Compliance—any organization building an ISO/IEC 20000-aligned supplier capability with ITIL 4 practices.

What you'll govern—at a glance

• Source & Evaluate: market scan → RFI/RFP → due diligence (financial, legal, ESG, security, privacy/DPIA) → shortlist/PoC → recommendation with COI governance.

• Contract & Onboard: execute MSA/SOW with KPI/OLA/SLAs, DPA/SCCs, sub-processor clauses; mobilize, onboard, and integrate via governed change—no activation without approved RFC and gate evidence.

• Operate & Assure: monthly scorecards/consumption, scheduled audits, RCA/CAPA with escalation ladders, MR inputs/outputs, and CSI lifecycle with verified benefits.

• Review & Decide: periodic reviews, decision memo ≥T-90 to renew/amend/retender/terminate, offboarding & transition with access revocation, data retention, and close-out evidence.

Ready to tailor in minutes: everything is delivered in Word and comes with the full template library and data model annex so you can adapt quickly to your categories, thresholds, and governance cadence.

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