8.1 - Develop and manage IT customer relationships
PCF ID: 20608 | Elements: 44 | Metrics Available: Y | Benchmarkable: 1
Definition
Creating and administering relationships with IT customers. Understanding customer needs including high-level business requirements for IT transformation. Plan for and communicate IT services along with establishing IT service levels, providing transformation guidance, and performance analysis that foster IT customer relationships.
Overview
This process group covers develop and manage it customer relationships within the broader context of Manage Information Technology (IT).
Process Hierarchy
Processes
| ID | Process | PCF ID | Sub-elements | Metrics |
|---|---|---|---|---|
| 8.1.1 | Understand IT customer needs | 20609 | 2 | N |
| 8.1.2 | Identify IT customer transformation needs | 20612 | 4 | N |
| 8.1.3 | Plan and communicate IT services | 20617 | 5 | N |
| 8.1.4 | Provide IT transformation guidance | 20623 | 9 | N |
| 8.1.5 | Develop and manage IT service levels | 20632 | 7 | N |
| 8.1.6 | Manage IT customer relationships | 20641 | 5 | N |
| 8.1.7 | Analyze service performance | 20648 | 4 | N |
8.1.1 - Understand IT customer needs
PCF ID: 20609
Definition: Assessing the customer communities along with current IT operational capabilities and usage.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 8.1.1.1 | Understand IT customer communities | 20610 | 0 | N |
| 8.1.1.2 | Assess IT customer operational capabilities | 20611 | 0 | N |
8.1.1.1 - Understand IT customer communities
Definition: Interacting with IT customers to understand the IT needs through a collaborative community through involvement, connection, and informed communication.
8.1.1.2 - Assess IT customer operational capabilities
Definition: Evaluate the ability of the group of staff dependent on information technology, to align resources and critical processes according to organizational vision being able to deliver effectively and efficiently.
8.1.2 - Identify IT customer transformation needs
PCF ID: 20612
Definition: Identifying changing needs of staff dependent on information technology based on continuous improvement to deliver results according to organizational goals.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 8.1.2.1 | Understand business requirements for IT capabilities | 20613 | 0 | N |
| 8.1.2.2 | Understand IT landscape | 20614 | 0 | N |
| 8.1.2.3 | Develop IT visioning | 20615 | 0 | N |
| 8.1.2.4 | Outline IT service expectations | 20616 | 0 | N |
8.1.2.1 - Understand business requirements for IT capabilities
Definition: Understanding business requirements for the existing IT environment as well as future IT needs.
8.1.2.2 - Understand IT landscape
Definition: Understanding the complete logical structure and working of the organization's IT landscape. Assess the configuration of hardware and software (IT Assets) across the organization that supports overall business operations.
8.1.2.3 - Develop IT visioning
Definition: Developing goals to define IT vision. Define and document ideas, direction, and activities which enable information technology to reach these goals.
8.1.2.4 - Outline IT service expectations
Definition: Defining a roadmap to meet organizational expectations from information technology services while considering how it will affect the business.
8.1.3 - Plan and communicate IT services
PCF ID: 20617
Definition: Create and design an organized and curated collection of all IT-related services that can be performed by, for, or within the organization. Maintain and convey information about deliverables, prices, contact points, and processes for requesting an information technology service.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 8.1.3.1 | Manage IT customer expectations | 20618 | 0 | N |
| 8.1.3.2 | Define future IT services | 20619 | 0 | N |
| 8.1.3.3 | Determine IT performance indicators | 20620 | 0 | N |
| 8.1.3.4 | Create IT marketing messages | 20621 | 0 | N |
| 8.1.3.5 | Create IT service marketing plan | 20622 | 0 | N |
8.1.3.1 - Manage IT customer expectations
Definition: Managing customer expectations of the existing IT environment while considering how it will affect the business.
8.1.3.2 - Define future IT services
Definition: Defining the expected demand and usage of information technology services to meet organization's future business goals. Gather necessary information about the processes, resource requirements, and structures pertaining to planned business growth.
8.1.3.3 - Determine IT performance indicators
Definition: Determining IT KPIs crucial to the organization's success. Measure indicators such as IT costs as percentage of revenue, IT maintenance ratio, and system downtime in an effort to evaluate the performance of IT across the organization.
8.1.3.4 - Create IT marketing messages
Definition: Developing concise statements that position the value proposition around the pressing concerns of the internal IT user base, thereby showing how the IT offerings are the right fit for a segment of IT customers.
8.1.3.5 - Create IT service marketing plan
Definition: Creating a marketing strategy for IT offerings to customers. Plan processes for making budgets; identifying and developing media; and managing marketing content and promotional activities.
8.1.4 - Provide IT transformation guidance
PCF ID: 20623
Definition: Understanding the necessity of IT transformation for the business. Collect and analyze customer requirements. Identify opportunities and prioritize outcomes. Develop and support business case for transformation. Develop transformation plan and roadmap.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 8.1.4.1 | Develop IT transformation plans | 20624 | 0 | N |
| 8.1.4.2 | Collect IT customer requirements | 20625 | 0 | N |
| 8.1.4.3 | Analyze IT customer requirements | 20937 | 0 | N |
| 8.1.4.4 | Identify and prioritize IT opportunities | 20626 | 0 | N |
| 8.1.4.5 | Facilitate solution design activities | 20627 | 0 | N |
| 8.1.4.6 | Prioritize IT outcomes | 20628 | 0 | N |
| 8.1.4.7 | Develop business cases | 20629 | 0 | N |
| 8.1.4.8 | Support business case | 20630 | 0 | N |
| 8.1.4.9 | Develop transformation roadmap | 20631 | 0 | N |
8.1.4.1 - Develop IT transformation plans
Definition: Developing a robust plan to replace or upgrade an organization's information technology systems. Understanding the business need of IT transformation from current to an expected state for the business. Developing a strategic plan for IT operating model, governance, service delivery, and workforce transformation.
8.1.4.2 - Collect IT customer requirements
Definition: Identifying existing or potential IT gaps between the expected business performance levels and current business outcomes.
8.1.4.3 - Analyze IT customer requirements
Definition: Assessing identified IT gaps to plan for remediation efforts to allow outcomes to meet established performance levels.
8.1.4.4 - Identify and prioritize IT opportunities
Definition: Identifying IT opportunities on the basis of collection and analysis of IT customer requirements, then prioritize the identified IT opportunities on the basis of their importance.
8.1.4.5 - Facilitate solution design activities
Definition: Providing a plan of action to provide solution to IT customers. The solution design should be based on the collection and analysis of IT customer requirements.
8.1.4.6 - Prioritize IT outcomes
Definition: Prioritizing IT outcomes based on need, effectiveness, and efficiency.
8.1.4.7 - Develop business cases
Definition: Create a business case with value proposition indicating current situation, proposed solution, financial analysis, and measurable benefits to the IT customers.
8.1.4.8 - Support business case
Definition: Supporting business case with supporting research, business analysis, and background information on IT transformation.
8.1.4.9 - Develop transformation roadmap
Definition: Creating a blueprint for execution of IT transformation from the existing state to the planned organizational structure based on the value proposition and projected business growth.
8.1.5 - Develop and manage IT service levels
PCF ID: 20632
Definition: Establishing and maintaining service levels for the provision of IT services and solutions. Design and maintain the IT services and solution catalogue, as well as service level agreements. Evaluate the performance of IT service level agreements. Communicate the results to the management.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 8.1.5.1 | Understand IT service requirements | 20633 | 0 | N |
| 8.1.5.2 | Forecast IT service demand | 20634 | 0 | N |
| 8.1.5.3 | Maintain IT services catalog | 20635 | 0 | N |
| 8.1.5.4 | Define service level agreement | 20636 | 0 | N |
| 8.1.5.5 | Maintain IT customer contracts | 20637 | 0 | N |
| 8.1.5.6 | Negotiate and establish service level agreements | 20638 | 0 | N |
| 8.1.5.7 | Develop and maintain improvement processes | 20640 | 0 | N |
8.1.5.1 - Understand IT service requirements
Definition: Understand requirements related to information technology services considering enterprise-level effects and understand potential achievements in the business environment.
8.1.5.2 - Forecast IT service demand
Definition: Forecasting demand for IT services using current business growth, research, and customer feedback. Refine these forecasts, inspect the approach used in creating forecasts, and determine its accuracy.
8.1.5.3 - Maintain IT services catalog
Definition: Maintain information about IT deliverables, prices, contact points, and processes for requesting a service.
8.1.5.4 - Define service level agreement
Definition: Designing and maintaining commitment of service by performance evaluation of IT services and communicate the results to the management.
8.1.5.5 - Maintain IT customer contracts
Definition: Maintaining and documenting commitment of service to staff for information technology contracts including providing software or hardware solution through communication channels like phone, email, and on-site services.
8.1.5.6 - Negotiate and establish service level agreements
Definition: Establish a service level agreement, which is a negotiated agreement designed to create a common understanding about services, priorities, and responsibilities.
8.1.5.7 - Develop and maintain improvement processes
Definition: Conveying the improvement opportunities for the business and level of IT services. Leverage the results obtained from the performance metrics of the business and IT service levels to identify and recognize any opportunities that would improve or enhance the efficiency of the business and IT service-level structure. Communicate these opportunities to management in order for the improvements to take effect.
8.1.6 - Manage IT customer relationships
PCF ID: 20641
Definition: Managing the IT relationship with its customers by systematically coordinating interactions over multiple touch points on a regular basis. Coordinate the IT's efforts to reach out to its customers, which include emails, social-media interactions, newsletters, and direct conversations.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 8.1.6.1 | Establish relationship management mechanisms | 20642 | 0 | N |
| 8.1.6.2 | Understand IT customer strategy | 20643 | 0 | N |
| 8.1.6.3 | Understand IT customer environment | 20644 | 0 | N |
| 8.1.6.4 | Communicate IT capabilities | 20645 | 0 | N |
| 8.1.6.5 | Manage IT requirements | 20646 | 0 | N |
8.1.6.1 - Establish relationship management mechanisms
Definition: Create mechanisms for effective public relationship in order to preserve the image and goodwill of the organization through the process.
8.1.6.2 - Understand IT customer strategy
Definition: Understanding the strategy for staff dependent on information technology. Create a plan to create services and solutions, conduct daily operations, and train new employees.
8.1.6.3 - Understand IT customer environment
Definition: Understanding the environment of staff dependent on information technology. Assess and evaluate services and solutions used by customers to conduct daily operations, and train new employees.
8.1.6.4 - Communicate IT capabilities
Definition: Conveying the goals and objectives of the IT function and how it contributes to the overall business objectives to staff and departments across the organization.
8.1.6.5 - Manage IT requirements
Definition: Managing the IT requirements for business objectives. Identify the requirements of hardware and software equipment to store, retrieve, transmit, and manipulate data related to business operations. Consider factors such as functional, design, growth phases, and delivery schedule while managing IT requirements.
8.1.7 - Analyze service performance
PCF ID: 20648
Definition: Proactively manage IT service levels against IT customer requirements.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 8.1.7.1 | Assess SLA compliance | 20649 | 0 | N |
| 8.1.7.2 | Triage SLA compliance issues | 20650 | 0 | N |
| 8.1.7.3 | Collect feedback about IT products and services | 20647 | 0 | N |
| 8.1.7.4 | Synthesize and distribute IT performance information | 20938 | 0 | N |
8.1.7.1 - Assess SLA compliance
Definition: Gather data from each service target defined in an SLA for a time segment or review period to evaluate an overall performance percentage.
8.1.7.2 - Triage SLA compliance issues
Definition: Prioritizing SLA compliance issues and plan for remediation.
8.1.7.3 - Collect feedback about IT products and services
Definition: Collecting customer feedback about IT products and services effectiveness based on overall satisfaction. The data is collected through surveys, customer responses, and feedbacks based on the delivered products/services.
8.1.7.4 - Synthesize and distribute IT performance information
Definition: Providing stakeholders with collected IT performance measures for further development based on evaluation.
Change Summary (v7.2.1 vs v6.1.1)
Changes indicated by:
+XXXXX- New element added-XXXXX- Element removedcXXXXX- Element changedNEW- Newly introduced
Complete Element List with Definitions
All 44 elements
| ID | Name | Definition |
|---|---|---|
| 8.1 | Develop and manage IT customer relationships | Creating and administering relationships with IT customers. Understanding customer needs including h... |
| 8.1.1 | Understand IT customer needs | Assessing the customer communities along with current IT operational capabilities and usage. |
| 8.1.1.1 | Understand IT customer communities | Interacting with IT customers to understand the IT needs through a collaborative community through i... |
| 8.1.1.2 | Assess IT customer operational capabilit... | Evaluate the ability of the group of staff dependent on information technology, to align resources a... |
| 8.1.2 | Identify IT customer transformation need... | Identifying changing needs of staff dependent on information technology based on continuous improvem... |
| 8.1.2.1 | Understand business requirements for IT ... | Understanding business requirements for the existing IT environment as well as future IT needs. |
| 8.1.2.2 | Understand IT landscape | Understanding the complete logical structure and working of the organization's IT landscape. Assess ... |
| 8.1.2.3 | Develop IT visioning | Developing goals to define IT vision. Define and document ideas, direction, and activities which ena... |
| 8.1.2.4 | Outline IT service expectations | Defining a roadmap to meet organizational expectations from information technology services while co... |
| 8.1.3 | Plan and communicate IT services | Create and design an organized and curated collection of all IT-related services that can be perform... |
| 8.1.3.1 | Manage IT customer expectations | Managing customer expectations of the existing IT environment while considering how it will affect t... |
| 8.1.3.2 | Define future IT services | Defining the expected demand and usage of information technology services to meet organization's fut... |
| 8.1.3.3 | Determine IT performance indicators | Determining IT KPIs crucial to the organization's success. Measure indicators such as IT costs as pe... |
| 8.1.3.4 | Create IT marketing messages | Developing concise statements that position the value proposition around the pressing concerns of th... |
| 8.1.3.5 | Create IT service marketing plan | Creating a marketing strategy for IT offerings to customers. Plan processes for making budgets; iden... |
| 8.1.4 | Provide IT transformation guidance | Understanding the necessity of IT transformation for the business. Collect and analyze customer requ... |
| 8.1.4.1 | Develop IT transformation plans | Developing a robust plan to replace or upgrade an organization's information technology systems. Und... |
| 8.1.4.2 | Collect IT customer requirements | Identifying existing or potential IT gaps between the expected business performance levels and curre... |
| 8.1.4.3 | Analyze IT customer requirements | Assessing identified IT gaps to plan for remediation efforts to allow outcomes to meet established p... |
| 8.1.4.4 | Identify and prioritize IT opportunities | Identifying IT opportunities on the basis of collection and analysis of IT customer requirements, th... |
| 8.1.4.5 | Facilitate solution design activities | Providing a plan of action to provide solution to IT customers. The solution design should be based ... |
| 8.1.4.6 | Prioritize IT outcomes | Prioritizing IT outcomes based on need, effectiveness, and efficiency. |
| 8.1.4.7 | Develop business cases | Create a business case with value proposition indicating current situation, proposed solution, finan... |
| 8.1.4.8 | Support business case | Supporting business case with supporting research, business analysis, and background information on ... |
| 8.1.4.9 | Develop transformation roadmap | Creating a blueprint for execution of IT transformation from the existing state to the planned organ... |
| 8.1.5 | Develop and manage IT service levels | Establishing and maintaining service levels for the provision of IT services and solutions. Design a... |
| 8.1.5.1 | Understand IT service requirements | Understand requirements related to information technology services considering enterprise-level effe... |
| 8.1.5.2 | Forecast IT service demand | Forecasting demand for IT services using current business growth, research, and customer feedback. R... |
| 8.1.5.3 | Maintain IT services catalog | Maintain information about IT deliverables, prices, contact points, and processes for requesting a s... |
| 8.1.5.4 | Define service level agreement | Designing and maintaining commitment of service by performance evaluation of IT services and communi... |
| 8.1.5.5 | Maintain IT customer contracts | Maintaining and documenting commitment of service to staff for information technology contracts incl... |
| 8.1.5.6 | Negotiate and establish service level ag... | Establish a service level agreement, which is a negotiated agreement designed to create a common und... |
| 8.1.5.7 | Develop and maintain improvement process... | Conveying the improvement opportunities for the business and level of IT services. Leverage the resu... |
| 8.1.6 | Manage IT customer relationships | Managing the IT relationship with its customers by systematically coordinating interactions over mul... |
| 8.1.6.1 | Establish relationship management mechan... | Create mechanisms for effective public relationship in order to preserve the image and goodwill of t... |
| 8.1.6.2 | Understand IT customer strategy | Understanding the strategy for staff dependent on information technology. Create a plan to create se... |
| 8.1.6.3 | Understand IT customer environment | Understanding the environment of staff dependent on information technology. Assess and evaluate serv... |
| 8.1.6.4 | Communicate IT capabilities | Conveying the goals and objectives of the IT function and how it contributes to the overall business... |
| 8.1.6.5 | Manage IT requirements | Managing the IT requirements for business objectives. Identify the requirements of hardware and soft... |
| 8.1.7 | Analyze service performance | Proactively manage IT service levels against IT customer requirements. |
| 8.1.7.1 | Assess SLA compliance | Gather data from each service target defined in an SLA for a time segment or review period to evalua... |
| 8.1.7.2 | Triage SLA compliance issues | Prioritizing SLA compliance issues and plan for remediation. |
| 8.1.7.3 | Collect feedback about IT products and s... | Collecting customer feedback about IT products and services effectiveness based on overall satisfact... |
| 8.1.7.4 | Synthesize and distribute IT performance... | Providing stakeholders with collected IT performance measures for further development based on evalu... |
Back to: Category 8.0 - Manage Information Technology (IT) | APQC PCF Overview | Full Glossary