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Representative POMs are described for Relationship Prioritization at each level of maturity.

1Initial

• Outcome

  Minimal understanding of each other's positioning and priorities, particularly at the lower levels of the hierarchy.

• Outcome

  No measurement of the impact of relationship management.

• Outcome

  Minimal understanding of each other's positioning and priorities.

2Basic

• Practice

  Arrange meetings between senior IT and key relevant business managers on an ad hoc, informal basis.

  Outcome

  Senior IT management gains some understanding of how IT can support the business.

  Metric

  # communication sessions between senior IT and business management

• Practice

  Assess effectiveness of relationship management based on subjective view of IT managers and validated against customer satisfaction levels.

  Outcome

  Senior IT management assess level of success of their relationship management efforts.

  Metric

  % customer satisfaction (internal customers)

• Practice

  Implement basic process to handle transition of relationships, including agreed handover of responsibilities to relevant areas of the business with timelines and end dates.

  Outcome

  IT avoids wasting resources and business areas are aware of their responsibilities, reducing potential ambiguities.

  Metric

  # relationships transitioned

3Intermediate

• Practice

  Arrange regular meetings between IT management and business managers from key areas of the business.

  Outcome

  Shared perspective of IT/business no longer resides solely within senior management.

  Metrics

  • % customer satisfaction (internal customers).
  • # communication sessions between IT and business management.

• Practice

  Measure performance of all relationships with key business entities using small number of defined relationship management metrics.

  Outcome

  Create objective basis for measuring relationship management effectiveness.

  Metrics

  • # relationships with defined relationship management metrics.
  • % customer satisfaction (internal customers).

• Practice

  Implement process to review relationships on an occasional basis to identify any which are no longer required and transition to new state in agreement with all relevant business stakeholders.

  Outcome

  IT becomes aware of need to transition redundant relationships at an early stage, and manages them in a controlled fashion.

  Metrics

  • # relationships to be transitioned.
  • % customer satisfaction (internal customers).

4Advanced

• Practice

  Schedule regular meetings between individuals from all levels of IT with contacts in the business to pursue improved relationships between the two sides.

  Outcome

  IT staff is able to foster improved relationships with individuals from the business units.

  Metrics

  • % customer satisfaction (internal customers).
  • # scheduled meetings between IT and business staff.

• Practice

  Measure performance of all relationships using relationship management metrics which align directly to business value impact for each business entity.

  Outcome

  Relationship management is perceived as delivering value to the organization.

  Metric

  # relationship management metrics tied to business value

• Practice

  Create defined transition plans for all key IT/business relationships as a contingency measure and agree these transition plans with all relevant stakeholders.

  Outcome

  Enables IT to respond quickly to any unforeseen changes in a relationship requiring a transition to a new state.

  Metrics

  • # key relationships with defined transition plan.
  • % customer satisfaction.

5Optimized

• Practice

  Arrange joint meetings between IT and the rest of the business to identify opportunities for improving relationships and information flow through recognition, discussion and resolution of issues and emerging challenges.

  Outcome

  Reduction in conflicts between IT and the rest of the business.

  Metric

  % customer satisfaction (internal customers)

• Practice

  Measure value delivered by relationship management to the business.

  Outcome

  Relationship management clearly demonstrates its value to IT.

  Metrics

  • % customer satisfaction (internal customers).
  • $ business value generated.

• Practices

  • Continuously monitor all IT/business relationships to ensure adequate prioritization and resource allocation.
  • Define monitoring points to identify improvement opportunities in the transition process.

  Outcome

  Continuous improvement of transition process.

  Metrics

  • # key relationships with defined transition plan.
  • % customer satisfaction.