Vendor Performance Management
ServiceNow Vendor Performance Management helps organizations manage, evaluate, and compare vendors. End‑users can use ServiceNow assessment tools to evaluate, score, and rank vendors across a variety of categories such as compliance, product reliability, and user satisfaction. The application creates scorecards incorporating vendor‑related information from ServiceNow Configuration Management Database (CMDB), ServiceNow Asset Management (including procurement), incident and problem records, and any other service management process. Additionally, decision matrices provide aid in the comparison of vendors across multiple categories.
Introducing ServiceNow Vendor Performance Management
Introducing ServiceNow Vendor Performance Management
Benefits to Your Enterprise
Regular measurement, analysis, and management of vendor performance can cut costs, alleviate risks, drive continuous improvement, and ultimately increase end‑user satisfaction. By incorporating service management information into assessments and reports, deep insight can be gained into how each vendor impacts the business.
Actively Manage Vendors
Use out‑of‑the‑box metrics plus personalized, business‑specific metrics, and categories
Automatically gather vendor feedback using built‑in scripts and questionnaires
Review vendor scorecards, including related incidents, assets, purchase agreements, discounts, outages, breaches, and any other information managed by ServiceNow applications
Make strategic vendor decisions using service management information and performance assessments
Drive Vendor Improvement
Understand relationships between vendors, incidents, and service level agreements by incorporating vendor tickets into the incident management lifecycle
Enforce contract penalties and credits by documenting performance against service commitments
Provide specific details to vendors around which areas really need improvement or are negatively trending
Gain end‑to‑end visibility and accountability for services delivered by multiple suppliers
Reduce Operational Costs
Consolidate vendors and asset models and ensure support levels are aligned to match business needs
Negotiate better terms by exposing historical issues around vendor performance, Service Level Agreement (SLA) breaches, and service quality, as well as showing opportunities for consolidated purchases
Increase the number of vendors an individual can manage with automation
