Metrics to evaluate IT suppliers

I did some work recently to evaluate a supplier of IT solutions (an outsourcer) for one of our clients. Here are the metrics I used. Categories covered from the customer's point of view are Quality of service: Are the tangible results being delivered Client satisfaction: Is the experience of working with you a pleasure? Partnership: Change management, continuous improvement and innovation, transparency and candor in relationship as a trusted advisor Market alignment: Split into commodity services and value added services - any special skills? Backup recovery and disaster management: Answering the "What if" questions. Design and Domain knowledge: How well do you know my business? Third party management: Can you manage my other suppliers to deliver as well as you do?

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