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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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11.1. Defining Success

The functional responsibility to understand who the consumer of IT services is and how they define success falls to the account management role in most IT organizations.

The charter of account management is to ensure that positive, constructive relationships are maintained between IT and its customers, develop service solutions, and manage the movement of service requests from initiation to implementation in support of business needs.

The general responsibilities of the account management function are:

  • Ensure that a proactive, positive relationship is maintained between IT and users

  • Provide a formalized planning process to ensure that current and future needs of business units are satisfied

  • Ensure that all changes to the ...

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