Account Management Overview May 31, 2016

HUIT Account Management Vision 3/13/2018 Through a strong but limited Account Management function, HUIT will extend the breadth and depth of strategic relationships and facilitate improved support in response to evolving IT needs of Harvard’s Schools and Central Administration. HUIT Account Management Vision Strategic Objectives Guiding Principles Key Performance Indicators Create a partner-focused function that can proactively work to increase engagement between partners and HUIT and support overall service improvement and alignment with their needs. Simplify processes for Sr. IT and Business Staff within the University to engage and initiate work with HUIT to address complex IT needs and critical requests. Serve as the business owner for the use of CRM technology (Salesforce) within HUIT. Account Managers should become organizational role models for “Trusted Advisor” competency. Account Managers should work to improve the flow of information, and not become a bottleneck. Account Managers should facilitate the development of strong relationships between Service Owners and Partners, but are not responsible for those relationships. Sr. IT/Business Leadership satisfaction with HUIT engagement and alignment Decreased executive-level time and effort to resolve escalated service issues and requests Depth of relationship with area supported by Account Manager Adoption and consistent use of CRM tools within HUIT SO1 -”Front Door” for HUIT (aside from Tickets) -Introductions and connections, particularly at level of individual services -VIP Issue Handling SO2: -Support Director-level conversations & relationship building -

What is Account Management? Provide a consistent point of contact, an account manager, for schools and Central Administration departments. That point of contact will be the first stop for any needs, requests or challenges but will not prevent schools and CA from working directly with service owners Coordinate across HUIT to ensure service delivery. The account managers will be responsible for understanding the breadth of programs and services being delivered to an account, and ensure HUIT is coordinated and effectively delivering The account manager will also proactively foster information sharing across HUIT services that affect a certain account Ensure HUIT serves as a trusted advisor on strategic priorities. Engaging across HUIT as needed, the account manager will partner with accounts to conduct IT planning and explore strategic priorities, helping to determine an effective path forward Track emergent trends at the University level. The account management team will track and assess emerging needs across the University to identify synergies and trends

Account Manager Snapshot Conduct Regular, Formal Engagement Work with account senior leaders to establish frequent and strategic engagement to benefit partner organization Partner on IT planning, identifying needs, challenges, and opportunities of accounts Manage Informal Engagements Respond to account requests not directed to or related to specific service areas Connect account to key service leads based on accounts need and shared services Provide Key Reports on Service Map HUIT engagement with partner and monitor HUIT performance in meeting overall needs, including administrative reports Map out key HUIT contacts based on shared services ACCOUNT ENGAGEMENT RESPONSIBILITIES FOUNDATION KNOWLEDGE AND SKILLS Develop Understanding of Account Needs and Business Interest in and understanding of business priorities and mission Understand rhythm and cycle of business, recognizing key time frames and events Build relationships with key staff and, as necessary, integrate into existing meetings and processes Develop Understanding of HUIT Services, Programs, People and Processes Develop baseline understanding of HUIT services, programs and strategic roadmaps Establish relationships across HUIT with service owners, attending key meetings, as needed, to ensure connectivity Understand existing processes and protocols to provide clarity on governance and decision-making processes Role Model Service Mindset and Trusted Advisor Competencies Service Mindset: Empathy, Collaborative Partnership, Accountability Trusted Advisor: Mission Understanding, Proactive Problem Solving, Effective Communications Other Engagement Expert: Interpersonal Skills, Ability to Adapt

CADM Integration Account Management Pilot WHAT 6 Month Pilot Run 6-month pilot in conjunction with CADM Integration with the three goals: Ensure a smooth transition and consistent levels of service Refine role of an account manager and confirm competencies required for effective account management Determine steady state account management for CADM HOW Assign CADM Pilot Account Managers Pilot will establish “account managers” with responsibility for FAD, CS and HHR Pilot “account managers” will be in the role for the duration of the pilot. In addition to the responsibilities of an account manager, will also be asked to: Actively support knowledge capture about the role of account management through regular conversations Participate in planning and implementation of post-pilot account management structure for Central Administration departments

What do we hope to know by the end of the pilot Concept Refinement: The pilot will have specific learning objectives that help us further understand and the refine the account management concept CADM Steady State: The pilot participants will help in shaping an account management structure to support FAD, CS and HHR beyond this transition period Plan for Broader Roll Out: The pilot will provide input into a plan for a broader roll out to Major Accounts, currently defined as CADM, schools and FAS Divisions Refine Account Manager Role Refine Understanding of Stakeholder Need How do departments “use” an account manager? How do the various departments like to engage with the account manager? What type of “work” is required of an account manager? What are the types of needs and requests coming from departments? What supports and structures help account managers engage across HUIT? What are the challenges they face?