In this scenario, the Provider can examinethe quality of the services provided and implement an SLM process shared with the customer, which helps improve customer experience.

It is also possible to implement the management of the economic impact that may be caused by any degradation of the performance of the services purchased. If the expected SLA target is not reached, the economic penalties defined on a contractual level are automatically calculated.

To support this issue, EVIDENCE provides a collaborative workflow that allows the dynamic definition of all parameters of a contract. All the structures involved in the Contract Management process, each with their own area of ​​responsibility, contribute to building the contractual framework. The Contract Creation workflow is configurable in terms of:

• Contract Template;
• Company functions / users involved in the workflow;
• Levels of approval necessary to validate each of the steps.

The Contract Template defines the guidelines of the contract to be created and contains all the mandatory elements that must be completed in order to complete the drafting up of the contract:

• Technical Requirements - description of the technical requirement underlying the contract;
• Cost Evaluation - economic value of the contract, with division between CapEx and OpEx;
• Budget Confirmation / Allocation;
• Legal Validation - Standards to be applied to the supplier
• Procurement Execution - Definition of the general conditions of purchase and the payment plan.

Starting from the contract template, a graphic workflow is triggered in which the different parties are involved in the right succession within the process. In each step, the drawing up of the contract can be approved or rejected. The final result of this process is a Contract, which is saved within the platform and prepared for the next step (purchase procedure and order issuance). The platform manages the creation process: contracts can be reviewed and modified with the issuance of new versions. They can also be exported to a "contract card" in the most common formats (MS Word or PDF). From the contract form - by graphically selecting the contents of interest - it is also possible to extrapolate a RFQ form (Request for Offer), which the Procurement sends to the interested suppliers. A second Use Case, which is more complex and connected to the previous scenario, is that of the management of a supply divided into several contracts: in this case, the individual contracts are treated in the creation phase as separate documents. They are subsequently assembled for the final draft in a single contract, through a workflow that manages, again with multi-level approvals, the assembly of higher level contracts. The contract form also constitutes the input to be used in EVIDENCE for modelling for the purposes of Contract Performance Management.

• Contract Modelling - Create a contract model, that contains the KPIs needed to establish compliance with SLAs and compliance with expected performance;
• KPI Design - transforming the KPIs (and related SLAs), defined in the contractual level into measurable indicators, effectively transforming quality into a measurable quantity, in order to be able to define it and compare it with the expected performance levels (SLA);
• Data Integration - Define the data sources to be integrated to implement an automatic data feed process to be used in the KPIs for the purpose of calculating the SLAs;
• Report Design - Design of the reports necessary to document the quality of services.

At the end of this Design phase, EVIDENCE automatically produces the reports that examine the quality of the services provided. The reports underline the status of the services provided by the supplier, but in order for the process to close correctly, the SLAs must be approved and certified by the customer.

The approval process is managed within a graphical and configurable workflow that allows the various stakeholders to interact with the platform and with each other.

The Workflow is based on the example of a specific KPI, the operational manager of the KPI is requested to approve the SLA by verifying the data that was used as a basis for the calculation. The approval of the KPI (or group of KPIs) is subject to different approval levels.

At the end of the approval process, the KPIs are saved and moved to a dedicated database, which guarantees the unassailability of the data and it can be used in the event of disputes or disputes subsequent to approval.

Features	Accountability	Deliverables
KPI Approver	Operationally approves the specific KPI, validating the result and verifying which data was used for the calculation	KPI Approved
KPI Manager	Approve the KPI (or group of KPIs) as a manager	KPI Approved

At the end of the approval process, the KPIs are saved and moved to a dedicated database, which guarantees the unassailability of the data and it can be used in the event of disputes or disputes subsequent to approval.The workflow is configurable in terms of:

• KPI / Contracts involved;
• Company functions / users involved in the workflow;
• Levels of approval necessary to validate each of the steps.

EVIDENCE catalogue defines the KPIs relating to a set of products / services that can be provided. When a customer purchases a service, this is assigned by the Catalogue to the reference contract, the corresponding KPI.The integrated management of services considers different types of KPIs, present in the catalogue, differentiated according to the recipient:

• UPC (Under Pinning Contract) - These are the SLAs agreed to measure the services purchased from suppliers;/li>
• OLA (Operation Level Agreement) - These are the SLAs agreed to measure the services provided by internal customers (other divisions of the company);/li>
• SLA (Service Level Agreement) - These are the SLAs assigned to end customers.

In this scenario, the different types of SLAs can be dynamically combined to draw up aa contract for the purpose of defining a specific Contract Performance Management process.

For example: the UPCs of an external service, the OLAs of an internal service and the SLA that is guaranteed to a certain customer can be included in a contract. The combination of the different KPIs makes it possible to establish clearly the different responsibilities (failure to comply with the SLA on the UPC of the external service may cause non-compliance with the SLA towards the customer).

The elements of the catalogue (SLA, OLA, UPC), once defined, offer great flexibility and can be combined and reused under different contracts. These types of solution is extreme flexibility: for example, in the case of industrial production, it is possible to verify how and to what extent the supply chain is affecting the quality of service to customers.

It is also possible to implement advanced analysis solutions quickly and effectively, such as the management of the economic impact caused by any degradation of the performance of services on the business. These information ca be obtained through the appropriate configuration of rules for the calculation of penalties defined at the contractual level.

Starting from the contract template, a graphic workflow is triggered in which the various stakeholder are involved in the right succession within the process up to the delivery of the contract and the activation of the related Contract Performance Management process.
The subjects involved in the workflow are typically:

Features	Accountability	Deliverables
IT Operations	Activates the Customer Service and requests the creation of the contract necessary for the PM process, starting from the template.	It requires activation of the Contract Performance Management process
IT Manager	He/She confirm the Process activation	He/She confirm the activation of the Contract Performance Management process from a technical point of view
Sales Department	He/She approve the Process activation	Contract Activation
IT Governance	Manages the Contract LifeCycle	It Manages the Contract approval and renoval

The creation life cycle is managed: contracts can be reviewed and modified with the issue of new versions.