Office of the Chief Information Officer

United States Department of Agriculture

Business Management

An image of a worker looking at a maze.  Text reads: NITC Account Managers help translate individual business needs into technical requirements and help customers find their way to optimal service delivery.

Service Description

Account Managers dramatically enhance the overall NITC customer experience by assisting with the translation of business application needs into technical hosting requirements and by providing an escalation point for customer services issues.

What is Included

  • Ongoing customer relationship management
    • Develop an understanding of customer business functions
    • Identify customer business requirements
    • Assist with the definition of technical requirements
    • Represent NITC functional areas and the overall service delivery process
    • Provide an escalation point to customer service delivery issues
    • Ensure that key issues are escalated to NITC executive management
  • Provide information about available NITC services and related costs
  • Facilitate customer meetings regarding new projects with NITC functional areas
  • Provide pricing estimates for new projects and changes to existing services
  • Establish and maintain formal customer service agreements
    • Financial analysis to forecast usage and growth/retraction requirements
    • Monitor actual billing and make changes to agreements as necessary
  • Monitor the overall Service Management lifecycle from establishment through retirement
  • Provide information regarding planned changes to NITC services for strategic planning purposes
  • Collect planned capacity and technical requirements and ensures information is included in NITC strategic planning and capacity forecasts

How we Charge

This key value-added service is included with other NITC services at no extra cost.

Cost Saving Tips

  • Provide thorough business and technical requirements
  • Utilize Planning and Integration Services to architect the hosting solution and identify all potential costs
  • Utilize NITC Project Management Services to ensure timely project delivery
  • Utilize Disaster Recovery Services to plan and coordinate DR testing
  • Minimize changes during project delivery
  • Avoid historical project cost estimation
  • Keep Account Managers informed of planning changes and capacity requirements

An image of the National Information Technology Center art with the text: Service Desk: 888-USE-NITC