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Information Services and Technology (IS&T)
Relationship Management MetricsIS&T Leadership TeamDecember 21st, 2006
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RM Metrics – Overview
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20
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FY05 FY06 FY07*
MIT Clients** DLC Infiltration
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.
Out of a potential ~180 DLCs
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Current RM Assignments: http://web.mit.edu/ist/org/rm
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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
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RM Metrics – Customer Perception
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30
40
FY06 FY07*
Improve the clients' opinion ofIS&T services and reputation
“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
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10
FY06 FY07*
Referrals or requests for RMassignment
Com
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ey A
cti
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RM Metrics – Customer EngagementDLCs view IS&T as a business partner
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22
FY06 FY07*
Increase use of IS&T services 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
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30
FY06 FY07*
Client engage IS&T in strategicplanning and other IT initiatives
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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
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20
FY06 FY07*
Strategic activities where IS&Tstaff engage RM
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RM Metrics – Resource Materials
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5
10
FY06 FY07*
IS&T Collateral 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
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30
FY06 FY07*
Develop and maintain clientprofiles
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Questions and Answers
Please send any feedback to the IS&T Relationship Management Team http://web.mit.edu/ist/org/rm [email protected]
