1. Information Services and Technology (IS&T) Relationship Management Metrics FY2007 Summary July 17 th, 2007

2. 2 RM Metrics – Overview  Currently engaging with the 5 schools, as well as numerous EVP, Provost, and Chancellor groups * Clients are schools, high level departments, etc. Out of a potential ~180 DLCs

3. 3 Current RM Assignments: http://web.mit.edu/ist/org/rmhttp://web.mit.edu/ist/org/rm

4. 4 RM Metrics – FY07 Metrics  Metrics Customer Perception  Improve the clients' opinion of IS&T services and reputation Customer Engagement – DLC’s view IS&T as a business partner  Increase in use of IS&T services  Clients engage IS&T in strategic planning and other IT initiatives Integration of RM within IS&T  IS&T staff engage relationship managers on strategic level projects and for high level issue resolution  IS&T Outreach and Collaboration Resource Materials  Develop or contribute to development of relevant IS&T reference materials as collateral  Develop and maintain client profiles

5. 5 RM Metrics – Customer Perception  “IS&T services have improved over the past few years” – Business Area Director  “A great show of the collaborative spirit and just plain willingness to help by IS&T” - Associate Director  Orient new Assistant Director  Media Lab Network Discussion  Resource Development recommended that we connect with the Alumni Association

6. 6 RM Metrics – Customer Engagement DLCs view IS&T as a business partner  DITR SLAs, AdminIT, DCAD, Co-location, Backup, Training, SWRT, Survey service, Request Tracker…  New building construction and renovation  Medical network health assessment  DSL IT Portfolio Management  Vendor analysis  ID Management  Residential network upgrades

7. 7 RM Metrics – Integration of RM within IS&T  Client referrals from IS&T  Asked to seek feedback on IS&T pilots and other services  Asked to advise on Email Migration  Increase in IS&T staff asking for RMs to prep for and participate in client meetings  Outreach and collaboration began tracking in January 2007

8. 8 RM Metrics – Resource Materials  Advisory Group Profiles  Email Migration One- Pager  Construction Tear Sheet  Products and Services Matrix  All existing clients have a profile indicating usage of core IS&T services

9. 9 Questions and Answers  Please send any feedback to the IS&T Relationship Management Team http://web.mit.edu/ist/org/rm ist-rm@mit.edu