References:
ISO20000: Section 7.2: Business relationship management
COBIT: Planning and Organization PO4: Define the IT processes, organization and relationships
Comments:
Customer management happens at a number of levels depending on the size of the organization. In larger organizations interfaces should be present at the business level to understand current and future business requirements of IT; at the business operations level to report on performance against contracted service levels; and at the User Community level to understand user concerns and issues. In small and medium sized organizations the IT Manager and senior Team Leaders will carry out most of these tasks.
Customer Surveys are a useful method of determining levels of satisfaction with the service from the IT Department.
Supporting PCAP Products:
1: Service Relationship Manager Job Description
2; Customer Satisfaction Manager Job Description
3; Service Management Planning Procedure
4; Customer Satisfaction Survey Procedure
5; Complaints Procedure
Visit the PCAP Store for Freeware and Demo Documents: http://www.pcap.co.uk
Visit the Business Relationship Area of the Shop: Click Here
Last edited on Sat May 24th, 2008 06:57 am by bobmckean
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