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5.3Supplier management & underpinning contracts
Covers supplier management, which aligns externally dependent parts with the SLA-the UC (underpinning contract) with external suppliers, aligning the customer SLA with UCs/OLAs, supplier evaluation and review, the demarcation of responsibility during faults, and the shared responsibility model when using the cloud-framed as the judgment of a service manager who ultimately upholds the SLA target.
Modern services are sustained by many external suppliers-carriers, cloud providers, maintenance vendors, and more. Whether you can keep the SLA promised to the customer depends heavily on the quality of the parts these suppliers provide. But supplier quality does not fall into place automatically; you need an operation that correctly translates the level the customer SLA requires into contracts with suppliers (UCs) and internal agreements (OLAs), and continuously evaluates fulfillment. This section covers the UC (the contract with external suppliers), alignment with the customer SLA, supplier evaluation, responsibility demarcation during faults, and the cloud shared responsibility model-framed as the judgment of a service manager who ultimately upholds the SLA.
5.3.1Aligning UCs and OLAs with the SLA
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