IST Relationship Management Program IT Partners Presentation April

IS&T Relationship Management Program IT Partners Presentation April 19, 2005

Agenda o o o The Relationship Manager Vision and Role Program Benefits Next Steps Objective: ü Provide an overview of the program ü Discuss the pilot clients ü Determine how the program can help you 2

Why Relationship Management o “Effective management of customer relationships is the cornerstone of successful business. ” Gartner Research Publication SPA-18 -6243, Robert P. Desisto, “Why Customer Relationship Management Will Not Go Away” o “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” 3

The RM Vision and Role 4

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 5

Integration of the RM program • Planning and Strategy • Products and Services • Escalation Path • Feedback to IS&T 6

The Role o Ambassador for technology services n n o Comprehensive management of the IS&T/client relationship n n o Facilitate access to IS&T directors, managers, and staff Inform clients of IS&T services and other options 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 Not replacing the existing project relationships n o Not making IS&T decisions or committing resources n o Align IT projects with client’s strategic vision n But we help to inform decisions and identify potential services Not focused on day to day business operations/transactional activities n o But we need to understand the existing landscape Not an escalation point for minor issues o Coordinate all IS&T activities for client n Not a personal helpdesk o o But we are notified in a timely manner and involved in presenting issues and mitigations to the client But we will be an escalation point Provide overall financial picture n Ensure client understands service costs and who has to pay o Not just meeting facilitators n But we will facilitate initial kick-off meetings and complex issue resolutions 7

How will we do it o o 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 8

Pilots o Dean for Student Life n n n o 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 n Role of IT in new construction 9

Benefits 10

Benefits to our clients o Early engagement with IS&T on projects n n o Close business consulting relationship with IS&T n o Ensures clients are aware of the Institute’s technology strategy and vision Ensures clients can leverage available IS&T services 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 n Assists them in achieving their business goals 11

Next Steps 12

Roadmap 10/04 IS&T Relationship Management Program Kick -off 11/04 12/04 1/05 - 5/05 6/05… Program Definition Pilots Build the Team Define the internal team structure and processes Coordinate with IS&T Communication Team Meet with IS&T Managers Meet with IT Partners Identify target client organizations Program Rollout 13

Questions… o Relationship Manager Team Contact Info n ist-rm@mit. edu 14