is&t relationship management program it partners presentation april 19, 2005
TRANSCRIPT
IS&T Relationship Management Program
IT Partners Presentation
April 19, 2005
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Agenda
The Relationship Manager Vision and Role Program Benefits Next Steps
Objective:
Provide an overview of the program
Discuss the pilot clients
Determine how the program can help you
Objective:
Provide an overview of the program
Discuss the pilot clients
Determine how the program can help you
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Why Relationship Management
“Effective management of customer relationships is the cornerstone of successful business.”
“Customers' relationship expectations are increasing, and those expectations will not go away. If an enterprise does not take care of the customer, the customer will go somewhere else.”
Gartner Research Publication SPA-18-6243, Robert P. Desisto, “Why Customer Relationship Management Will Not Go Away”
Gartner Research Publication SPA-18-6243, Robert P. Desisto, “Why Customer Relationship Management Will Not Go Away”
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The RM Vision and Role
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The Vision
Relationship Managers will strive to establish a mutually
beneficial partnership between IS&T and its clients
in order to maximize the effective use of IT
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Integration of the RM program
• Planning and Strategy• Products and Services• Escalation Path• Feedback to IS&T
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The Role Ambassador for technology services
Facilitate access to IS&T directors, managers, and staff
Inform clients of IS&T services and other options
Comprehensive management of the IS&T/client relationship Facilitate interactions for IS&T services Keep IS&T staff informed Aware of all IS&T client service interactions Aware of high priority client IT issues
Align IT projects with client’s strategic vision Coordinate all IS&T activities for client
Provide overall financial picture Ensure client understands service costs
and who has to pay
Not replacing the existing project relationships But we need to understand the existing
landscape
Not making IS&T decisions or committing resources But we help to inform decisions and identify
potential services
Not focused on day to day business operations/transactional activities Not an escalation point for minor issues
But we are notified in a timely manner and involved in presenting issues and mitigations to the client
Not a personal helpdesk But we will be an escalation point
Not just meeting facilitators But we will facilitate initial kick-off meetings
and complex issue resolutions
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How will we do it
Partner with our clients to learn their business
Partner with IS&T directors, managers, and staff to learn our processes and services
Collaborate with clients and IS&T to identify, define, and resolve IT activities
Communicate, Facilitate, and Follow-Up
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Pilots
Dean for Student Life Project prioritization and overall strategy Knowledge of existing IS&T services IT of the future - Role of IT in planned construction
Brain and Cognitive Sciences Project Role of IT in new construction
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Benefits
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Benefits to our clients
Early engagement with IS&T on projects Ensures clients are aware of the Institute’s technology strategy
and vision Ensures clients can leverage available IS&T services
Close business consulting relationship with IS&T Allows clients to develop and achieve an IT plan in a timely,
proactive way
Clients know the appropriate channels to obtain IT service and support Assists them in achieving their business goals
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Next Steps
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Roadmap
10/04 11/04 12/04 1/05 - 5/05 6/05…
Build the Team
Program DefinitionIS&T Relationship Management
Program Kick-off
Identify target client organizations
Define the internal team structure and processes
Meet with IS&T Managers
Pilots
Program Rollout
Coordinate with IS&T Communication Team
Meet with IT Partners
