Imagining IT Differently
For the relationship-management portion, the ISG team conducted interviews with crucial stakeholders from both the provider and client, as well as an online survey of dozens of additional key stakeholders. The results were analyzed for common themes, presented to the provider with clear recommendations and actions to take, classified by short-, mid- and long-term prioritization to help with quick results.
In addition, the ISG OCM team held several workshops with the project team on key themes, such as communications, mission and vision, stakeholder assessment and change impacts. An OCM strategy was presented, complete with next steps for the major areas where change needed to take place and recommendations for future OCM activities.
One top provider leader said, “I thought it was amazing,” well worth the cost, and will advocate for additional provider accounts to go through the same type of engagement.
Future Made Possible
- The account leaders were able to better understand the current issues in the provider/client relationship and better align on how to solve those issues.
- The provider is now armed with specific recommendations to improve the provider/client relationship, including actions to further standardize processes, improve communications and governance, and better manage client expectations.
- The provider has materials that can be shared with the dissatisfied client to help with relationship-building.
- Common themes were identified on this account that also appear to affect many more of the providers’ existing accounts, allowing the provider to take a look at the “big picture” and potentially improve additional client relationships.