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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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5.5. Explain Roles and Responsibilities

The responsibilities for marketing and communicating IT's services is borne by all the IT staff, but some organizational entities have more critical and specific roles to play.

5.5.1. Account Management

The role of the account management function as it relates to marketing and communications is one of primary overseer of the flow of information to the user. The account manager is responsible for ensuring that the user is fully informed about the services available to him or her and coordinates the flow of information back from the user to IT. This is not to say that account management is responsible for being the primary or exclusive conduit of information to the user, especially on a day-to-day operational ...

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