1. Setting clear objectives -- 2. Assessing the potential for improving performance -- 3. Implications for business users -- 4. Managing the constituency -- 5. Managing the risks -- 6. Establishing the procurement process -- 7. Planning and managing the project -- 8. Packaging the agreement -- 9. Defining the service requirement -- 10. Human resources -- 11. Assets -- 12. Charging formulae -- 13. The contract -- 14. Evaluating the proposals -- 15. Evaluating relationships -- 16. The Statement of Service Requirement (SoSR) -- 17. Making a market -- 18. Negotiating the agreement -- 19. Managing the contract -- 20. Implementing the contract -- App. A. Illustrative project plan -- App. B. Sample reference questionnaire -- App. C. Contract management process overview -- App. D. Illustrative implementation plan
