This documentation supports the 21.05 version of BMC Service Level Management. To view an earlier version, select the version from the product version menu.
Scenario task 4 - Identify existing contracts and agreements
At its most basic level, a contract identifies two parties that are engaged in an agreement for a given period of time. If you look at the three Calbro business services in Table 1-5, you'll notice that the service owners have agreements with the IT department, and the IT department is responsible for a set of third party vendors. Some businesses, like Calbro, only want to interact with representatives in their IT department and let their IT department handle any negotiations with third party vendors. This approach gives them a single point of contact when dealing with all suppliers at the cost of being able to negotiate with third-party suppliers directly. If Calbro had chosen to work directly with the third party suppliers, there should be binding contracts stating exactly what is to be delivered by the vendor, the duration of the contract, the cost for the length of the contract, and possibly information about renewing the contract. All of this information is critical to help understand the cost of a business service and its service offerings. More importantly, it outlines the expectations and limitations of what the service supplier delivers.
The following tables represent contractual information between Calbro's service owners and the service suppliers.
Calbro existing contract information
Description
Discount Equity Brokerage Service (Basic Service Offering)
Online Retail Banking Service (Standard Service Offering)