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Vendor Performance

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Vendor Performance

The ServiceNow® Vendor Performance application is used to manage, evaluate, and compare the companies that are labeled as vendors. Regular measurement, analysis, and management of vendor performance can cut costs, alleviate risks, drive continuous improvement, and increase end‑user satisfaction.

Vendor managers can use instance assessment tools to evaluate, score, and rank vendors across a variety of categories, such as compliance, product reliability, and user satisfaction. Scorecards incorporate vendor‑related information from Configuration Management Database (CMDB) Database (CMDB), Asset Management (including procurement), incident and problem records, and any other service management process.

A typical use for Vendor Performance is to monitor enterprise services delivered by vendors to an organization. Examples include telephony and business machine procurement and maintenance.

Table 1. Vendor Performance features
Feature Description Top tasks
Vendor management Vendor managers create and modify vendor records, vendor types, vendor contacts, and vendor activities, such as demos and trade shows. Vendor managers use the information in scorecards, decision matrixes, and bubble charts to examine and make decisions about vendors.
Vendor assessments Use assessments with Vendor Performance to rank the importance of your vendors and to detect possible problem areas, such as contract breaches and incidents.
Vendor scorecards The printable vendor scorecard contains a comprehensive vendor summary and views of vendor ratings, based on assessment results. Use it to compare current and previous assessment results, or to compare results between vendors.
Vendor bubble charts Vendor managers create and use bubble charts to compare the relative standing of vendors. A bubble chart is a dynamically updated graph that plots assessment results for multiple vendors.
Vendor decision matrixes A decision matrix plots assessment results for multiple vendors. Vendor managers use them to compare the relative standing of vendors in selected categories.

Vendor ticketing

Use the vendor ticketing feature to extend vendor performance to establish a relationship between vendors, incidents, and service level agreements (SLAs). Track credits that a vendor owes due to breached service contacts.

An administrator can activate the Vendor Ticketing plugin [ com.snc.vendor_ticket]. It is integrated with Service Portfolio Management, Service Portfolio Management-SLA Commitments, and Task-Outage Relationship. Vendor credits can be issued when SLA commitments are not met and when a vendor issue causes an outage.