Operational Monitoring: Real-Time Visibility Into Vendor Performance

Use Cases

Operational Monitoring: Real-Time Visibility Into Vendor Performance

The Challenge

As organizations rely on more vendors for critical business operations, maintaining visibility into service levels has become increasingly complex.

Most procurement and vendor management teams struggle with a familiar scenario — manually collecting data from multiple service management platforms, preparing reports for quarterly business reviews, and trying to identify issues before they impact the business.

This manual approach leads to several critical problems:

Delayed Response to Service Issues

Performance degradation often goes unnoticed until it impacts the business

Missed Service Credits

Without automated tracking, organizations frequently miss opportunities to claim credits for SLA violations

Time-Consuming Reporting

Teams spend countless hours preparing for QBRs instead of focusing on strategic vendor management

Limited Visibility

Data scattered across platforms makes it impossible to track trends or compare vendors effectively

How Clarative Helps

Our platform acts as an intelligence layer on top of your existing service management tools, providing automated monitoring and real-time insights

Seamless Integration

Direct connection to ServiceNow, Jira, Zendesk, and other platforms with automated data collection and no workflow changes

Real-Time Monitoring

Dashboards, intelligent alerts, and automated trend analysis across all vendor performance metrics

Proactive Management

Early warning system for service issues, automated credit tracking, and root cause analysis across vendors

Example SLAs and Obligations

Service Availability

Monitor critical services against uptime commitments (typically 99.9%), with automated tracking of outages, maintenance windows, and penalty calculations

Response Times

Track vendor responsiveness across severity levels, from 15-minute requirements for critical issues to 48-hour windows for routine requests

Delivery Performance

Monitor order fulfillment against committed timeframes, from same-day processing to multi-week delivery windows, with proactive delay notifications

Quality Standards

Track error rates, defect levels, and quality metrics against guaranteed thresholds (e.g., 98% accuracy, < 0.1% defect rate)

Support Coverage

Monitor service desk availability, coverage hours, and staffing levels against contractual requirements (e.g., 24/7 support, local language coverage)

Key Benefits

Organizations using Clarative's intelligence layer for operational monitoring consistently achieve significant improvements:

Service Level Improvement

Average 40% reduction in time to detect and respond to service issues

Recovery Increase

3-5x improvement in service credit recovery

Time Savings

75% reduction in time spent preparing performance reports and QBR materials

Risk Reduction

Average 80% increase in early detection of service issues before they impact business operations