IACCM Contract Management Forum

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Tata Consultancy Services (TCS)
2020-07-23 17:00:15

Shared Services Terms & Conditions

Can someone please let me know what terms & conditions should be included in the contract with the Customer for Shared Services Model which will protect both Customer and Supplier? This is bit urgent please.
 •   2020-07-23 19:29:24
This is a very broad question! Shared services is normally internal, so what sort of 'shared service' do you mean?

Critical elements will be definition of scope, provisions for change In services, charging mechanism and KPIs.
 •  World Commerce & Contracting  •   2020-07-24 10:43:04
In addition to the provisions that you might find in a typical services agreement (www.contractstandards.com/public/contracts/master-services-agreement) and statement of work www.iaccm.com/resources/, I would also make sure that you cover governance, change management, and innovation. In my experience, it is likely that the Shared Services model will change significantly over the life of the arrangement and you need to make sure that there are agile provisions in place to support such changes.

If you could provide more detail, perhaps our community will be able to provide you with a fuller response.
 •  Tata Consultancy Services (TCS)  •   2020-07-25 04:15:21
Thanks Paul and Anonymous for your response. I'm going to propose Shared Services Model to the Customer for Service Desk and End User Computing. It is primarily resource sharing across different Customers. Along with scope of services, support level, governance, charging mechanism, change management etc., I think its also important to address Security and Confidentiality of Customer's data in the Contract.

Can you please help me with a few model clauses that can be leveraged for Security and Confidentiality pertinent to Shared Services Model ? It would be great if you can share a standard agreement which was drafted for Shared Services only.
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