Presentation at the UCISA 'Customer Liaison - A Framework for HE' event on 22 April 2009
Dean Philips, Head of Relationship Management, Directorate of Information Technology, University of Aberdeen
3. Why Change?
- “Trust Barrier”
- Preference to use own or
external support
- Rise of ICT related cost
- Service improvement
- Directorate structure
www.abdn.ac.uk/dit
5. What do we need to do?
- Align the Directorate to the
University structure
- Improve service orientation
- Merge the IT support teams
- Culture
- Relationship Management
www.abdn.ac.uk/dit
6. Relationship Management
- Account management
- Benefits management
- Business analysis
- Business process improvement
- Change management
- Innovation
- Customer Articulation
www.abdn.ac.uk/dit
7. Relationship Management
- Organisation, design and
implementation
- Procurement
- Programme management
- Project management
- Service level management
- Strategic application of IS
- Supplier relationship
management
www.abdn.ac.uk/dit
8. Structure
Director
Application Service Relationship
Infrastructure
Development Delivery Management
www.abdn.ac.uk/dit
9. Communication
“ …as a customer driven
Directorate of Information
Technology …”
www.abdn.ac.uk/dit
11. At the beginning
- Promotion of service
- Development of relationships
and communications
- Defined team view of service
remit
- Service Catalogue
- Staff Survey
- Project Management
www.abdn.ac.uk/dit
12. Strategic Vision
Intelligent Customer
- Better understanding of
University/College strategy
- IT strategy, operational plan,
service catalogue, consistent
processes
- Customers recognising IT as a
differentiator
- Predict customer demand for
services
www.abdn.ac.uk/dit
13. Strategic Vision
Account Management
- Communication strategy
- Business processes analysis
- IT development and service
delivery
- New technologies
- Leveraging expertise of others
www.abdn.ac.uk/dit