Information Services and Technology (IS&T) Relationship Management Metrics is&t leadership Team December 21st, 2006

Information Services and Technology (IS&T) Relationship Management Metrics IS&T Leadership Team December 21st, 2006

RM Metrics – Overview

• Currently engaging with the 5 schools, as well as numerous EVP, Provost, and Chancellor groups

• * FY07 Metrics are to date

• ** Clients are schools, high level departments, etc.

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

RM Metrics – FY06 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
• Resource Materials
• Develop or contribute to development of relevant IS&T reference materials as collateral
• Develop and maintain client profiles

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

• DSL Enterprise Services referred other peer departments (e.g., Housing, DAPER)

• Libraries and Medical proactively requested an RM

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

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

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

Questions and Answers

• Please send any feedback to the IS&T Relationship Management Team

• http://web.mit.edu/ist/org/rm
• [e-mail]