The contact between the IT and its customers is first of all influenced by a customer oriented service relationship. The customers of IT require concrete description of the work done in form of service catalogues with clear and adjusted Service Level Agreements. The customer must be informed regularly about the adherence of these agreements.
GET IT Relationship Management will help you to describe your work to your customers. We accompany you while defining and coordinating your services with your customers as well as while forming an adequate report system.
Procedure
- Actual inventory and analysis of the relevant IT services
- Definition of service packages being relevant for the enterprise and for the customers
- Coordination of Service Level Agreements and of the service contents with the departments
- Elaboration of a transparent pricing (IT market oriented)
- Development of organizational and technical frame convents (plan for implementation)
- Implementation of the service catalogue (as web application for example).
Work Performed by the GET IT
- Actual inventory and analysis of the relevant services
- Elaboration of service packages (content, quality, price)
- Design of service catalogues and of Service Level Agreements
- Ellaboration of recommendations for the Relationship Management of the IT to consider the service requirements, to negotiate and to make contracts
- Definition of the processes and persons in charge needed for the administration of the IT service catalogue
- Working out of marketing recommendations
- Support by settling a consistent fail-safe process for IT services, which allows to coordinate, to control and to report
- Support in the integration of the Service Relationship Management into the existent IT organization.
Result
- IT service catalogue and Service Level Agreements, conformed by sector teams
- Marketing concept for the Service Relationship Management
- Description of the processes and of the organization
- A stable process of relationship controlling.
Benefit for the Customer
- Basis for a service oriented IT billing for the work done
- Clearly defined relation between the IT and its customers
- Common language in the dialogue with the customers.
