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

2. 2 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

3. 3 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”

4. 4 The RM Vision and Role

5. 5 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

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

7. 7 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

8. 8 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

9. 9 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

10. 10 Benefits

11. 11 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

12. 12 Next Steps

13. 13 Roadmap 10/0411/0412/041/05 - 5/056/05… Build the Team Program Definition IS&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

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