Jim McKennan is an independent IT service management consultant working for E.K. Associates on a long-term contract at the State of California Child Welfare Digital Services (CWDS). Jim designed an ITIL-based service desk for CWDS to support a new application that will be used by all the Child Welfare offices throughout the state. He also designed and documented ITIL processes such as Incident Management, Problem Management, Request Fulfillment, Knowledge Management, and Change Management. Since the agency has outsourced some of their services to a cloud hosting service, he felt he needed to address the subject of managing changes by third-party suppliers in this article. Jim is a long-time member of HDI, past Western Region Director of the HDI Member Advisory Board and was a member of the HDI International Standards Committee that helped document the HDI Support Center Standard. He is a past President of HDI District 1B (State of California chapters). He was also known as Dr. Jim the Service Doctor when he wrote a regular column for SupportWorld magazine.