This includes the day to day operational issues and other situations, which are not necessarily accounted for in the terms and conditions of the contract. Auditing can be a dirty word. It isn't done enough and yet it is probably the most effective way of managing and directing the performance of the service. Particularly in the first year of a contract an audit should be performed periodically to ensure that data is being collected accurately and reported effectively. All too often, these arrangements run their course and on annual basis both parties are surprised when results don't meet expectations.
Inventory management requires the development of a managed repository.
An inventory of applications maintained is an excellent source of data which will prove to be useful as the contract matures and personnel forgets what was originally agreed to. Training issues come up on occasion. The customer realizes that they are in possession of unique software products or technical tools that the vendor is neither skilled in nor trained in. It is always best to work out these issues beforehand. E stablishing baselines of performance usually occurs during the first contractual year.