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Building an IT vendor ecosystem offers huge advantages, however,  effectively managing and evaluating vendors can be a challenge. One of the ways you can effectively manage your vendor ecosystem and the relationships with your vendors (among others) is by implementing multi-vendor scorecards. Vendor scorecards provide a standardized framework for evaluating vendor performance, service quality, compliance, and more.

In this blog post, we’ll discuss vendor scorecards in more depth: what they are, what they can and should include, and how you can use them. And at the end (here’s the link, if you’re looking for it) we’ve provided a free downloadable vendor scorecard spreadsheet for you to start using right away.


What is an IT vendor scorecard?

IT vendor scorecards are tools used by enterprise companies to evaluate and assess the performance and capabilities of their IT vendors. These scorecards provide a systematic and structured approach to measure various aspects of vendor performance, such as service quality, reliability, security, responsiveness, and overall value delivered.

The primary purpose of IT vendor scorecards is to help you make informed decisions about your vendor relationships. By assessing and comparing vendors using standardized criteria, scorecards help identify vendors that best align with your business needs and objectives.

Scorecards facilitate the evaluation process, ensuring that vendor selection and ongoing management are based on objective and measurable criteria rather than subjective opinions.

Not only can IT vendor scorecards be used in the vendor selection process, but they can (and should!) be used for the continuous improvement and management of your IT vendor ecosystem.

How to effectively use IT vendor scorecards

One of the best things about vendor scorecards is that they’re customizable to your business needs. Here are six key steps that you can follow to most effectively use IT vendor scorecards:

1. Define your evaluation criteria

Identify the specific factors that are important to your organization and should be considered when assessing vendors. These criteria can include technical expertise, service-level agreements (SLAs), pricing, innovation, vendor financial stability, compliance with industry regulations, and more.

2. Assign weights and metrics

Assign weights to each evaluation criterion to reflect its relative importance to your business. This one is super dependent on the type of business you have, your offering, and your customers. For example, if security is a critical factor, it may carry a higher weight compared to other criteria. Additionally, you should define specific metrics or benchmarks to measure each criterion point objectively.

3. Gather data and start evaluating your vendors

Collect relevant data about the performance of your vendors, such as incident response times, system uptime, customer satisfaction ratings, and any other relevant performance indicators. Evaluate each vendor based on the defined metrics and calculate scores accordingly. It can sometimes be useful to gather a few team members with knowledge of the vendors being compared to score individually, then come together for the next step.

4. Analyze and compare the results

Analyze the scores and feedback received about each vendor and compare them to determine their relative strengths and weaknesses. Consider the overall performance as well as how well they meet your specific business requirements now, and how you believe they’ll be able to do so in the future.

5. Make data-informed decisions

Use the vendor scorecards as a basis for decision-making. Select vendors that have consistently performed well align with your priorities and provide the best overall value. Consider any areas of improvement identified through the evaluation process and discuss them with vendors for potential enhancements. That’s not to say that so-called ‘soft’ or qualitative factors aren’t important — your gut feeling about a vendor and your relationship should always be accounted for in some way too.

6. Ongoing vendor management

Continuously monitor and measure vendor performance using your scorecard, and remember to periodically review and update the evaluation criteria as needed. This ensures that vendors are held accountable and are meeting your expectations throughout the duration of the relationship.

By using IT vendor scorecards, you can streamline your vendor evaluation processes, make better data-driven decisions, and establish strong and productive relationships with your IT vendors.

These scorecards provide transparency, consistency, and a framework for objective assessment, ultimately contributing to improved vendor performance and better alignment with your business goals.

Example criteria for your IT vendor scorecard

Below, we’ve listed some evaluation criteria (that are also included in the downloadable spreadsheet at the end of this post) that you could use to start creating your own vendor scorecard.

Example evaluation criteria:


Service quality

  • Response time to support requests
  • Incident resolution time
  • Availability of 24/7 support
  • Service-level agreement (SLA) adherence

Reliability and performance

  • System uptime and availability
  • Downtime Incidents and their impact
  • Scalability and ability to handle peak loads
  • Performance benchmarks

Security

  • Data protection measures
  • Compliance with relevant security standards
  • Incident response and vulnerability management
  • Security audits and certifications

Responsiveness and communication

  • Timeliness and effectiveness of communication
  • Proactive issue identification and notification
  • Account management and relationship building
  • Escalation procedures and resolution management

Pricing and value

  • Cost structure and transparency
  • Flexibility in pricing models
  • Value delivered in relation to cost
  • Competitive pricing compared to industry standards

Innovation and future-readiness

  • Technology roadmap and vision
  • Investment in research and development
  • Adoption of emerging technologies
  • Ability to support future business requirements

Integration capabilities

  • Experience in integrating with third-party tools and systems
  • Availability of APIs and integration frameworks
  • Compatibility with commonly used platforms and technologies
  • Successful track record of seamless integrations with customers and other vendors

After you’ve decided on your own evaluation criteria, here’s what you should do next:

  • Assign weights to each evaluation criterion based on their importance to your organization (these should add up to a total of 100%)
  • Evaluate each vendor on a scale of 1 to 5 for each criterion, with 5 being the highest score
  • Calculate the weighted score for each criterion by multiplying the vendor's score by its respective weight
  • Sum up the weighted scores for each vendor to calculate their total score
  • Use your completed scorecard to make better decisions 😊

A few frequently asked questions about IT vendor scorecards:

Q: What is an IT vendor scorecard?

A: An IT vendor scorecard is a tool that businesses use to evaluate and assess the performance of their vendors or suppliers. It allows you to measure various metrics and criteria to ensure that your vendors are meeting your organization's expectations and delivering value.


Q: Why are IT vendor scorecards important for businesses?

A: IT vendor scorecards are important for businesses because they provide a structured and objective way to evaluate vendors' performance. They help you make informed decisions about which vendors to engage with and ensure that you are getting the best value for your investments. By measuring key metrics, vendor scorecards enable you to monitor and improve the performance of your vendors, ultimately contributing to the success of your IT projects and operations.


Q: How can I design a vendor scorecard?

A: Designing a vendor scorecard involves a few key steps. First, identify the objectives and goals you want to achieve through the scorecard. Determine the criteria and metrics that align with those goals, such as delivery timeliness, quality, customer support, or cost-effectiveness. Next, assign appropriate weights to each metric to reflect their importance. Finally, create a user-friendly and visually appealing format for the scorecard that allows you to easily collect and analyze vendor performance data.


Q: What metrics should I include in a vendor scorecard?

A: The metrics you include in a vendor scorecard should align with your organization's goals and priorities. Some common metrics to consider are on-time delivery, product quality, customer satisfaction, responsiveness to inquiries, adherence to service-level agreements (SLAs), and overall cost-effectiveness. It's important to tailor the metrics to your specific needs and industry requirements to ensure you are measuring what matters most to your business.


Q: How often should I update the vendor scorecard?

A: The frequency of updating your vendor scorecard depends on your business needs and the nature of your vendor relationships. Generally, it's recommended to review and update the scorecard on a regular basis, such as quarterly or annually. However, if you are working with critical vendors or have fast-paced projects, more frequent updates may be necessary to track their performance effectively. Flexibility is key, so adjust the update frequency based on the dynamics of your vendor relationships and your business objectives.


Q: What are some common challenges in implementing vendor scorecards?

A: Implementing vendor scorecards can come with a few challenges. Some common ones include defining meaningful metrics that truly reflect vendor performance, ensuring data accuracy and availability, managing the time and resources required for data collection and analysis, and fostering effective communication with vendors. Additionally, it's crucial to gain buy-in and support from internal stakeholders to ensure the successful implementation and adoption of vendor scorecards across the organization.


Q: How can I effectively communicate vendor scorecard results to vendors?

A: When communicating vendor scorecard results, it's important to maintain transparency and open lines of communication. Start by providing a clear and concise summary of the scorecard results, highlighting both the areas of strength and improvement. Offer specific feedback and suggestions for improvement, focusing on actionable steps that vendors can take. Aim to have constructive discussions with your vendors and work together to identify areas for collaboration and enhancement. Remember, the goal is to foster a mutually beneficial relationship with your vendors based on open communication and continuous improvement.

Download your IT vendor scorecard template

To give you a few minutes back in your day, we’ve created an example IT vendor scorecard with pre-filled calculations and evaluation criteria. Download it below to get started!  

If you're an IT leader, a CIO, or just interested in a new approach to vendor management, then this guide is for you.

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Erkka Heinola

Erkka Heinola is the Director of Customer Operations at ONEiO Cloud – a cloud-native integration service provider. He mostly writes about service desk integration, integration platforms and ITSM.

15 min read
April 10, 2024

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