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How to Create and Organize an IT Process Catalog

Aug 30, 2002

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Building Operational Excellence: IT People and Process Best Practices

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Business Relationship Management

This process aims to act as a liaison between IT operations and customers, providing the contact point for service-level administration, services marketing, customer satisfaction, and ongoing customer communications.


Tasks	Skills
Interact with customers regarding questions/problems/requirements Define tenets of service-level agreements Translate business needs into IT support service fulfillment Perform regular customer satisfaction reviews Tie customer satisfaction to IT planning activities Identify IT priorities based on customer feedback Monitor results of help-desk support Define processes and procedures for business relationship management	Strong communications skills Ability to address both IT and business issues
Staffing	Automation Technology
Business relationship manager Business/IT liaison Customer account representative	Service level management/reporting tools Customer satisfaction survey "application" Automated project/plan management tools
Best Practices	Metrics
Identify primary point of contact for customers Business relationship manager is clearly accountable for customer satisfaction Business relationship manager participates in IT/business planning processes Process for improving customer service is iterative Business relationship manager identifies new and improved services to customers	Customer satisfaction survey results Service-level attainment Cost versus value comparisons for IT services
Process Integration	Futures
No Items	Business relationship manager plays a leading role in IT project prioritization Business relationship manager oversees help-desk service and results Business relationship manager defines new customer-oriented metrics for measuring improvement

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