The Technical Account Management (TAM) Unit
serves as the single point of contact for campus customers seeking IST services.
TAM will manage customer relations and coordinate engagements
between IST campus departments.
See the following service page:
Customer Relations:
TAM acts as the liaison
between campus departments and IST
throughout each project's lifecycle.
Additionally, TAM gives presentations to campus groups
on IST service offerings.
Proposal Development:
TAM works with the customer to gather requirements
and consults with IST managers
to identify IST resources
appropriate to the customer's project needs.
Resource identification may include
hardware and software assessment
as well as project staffing allocation.
TAM develops project proposals for the customer,
which include Service Level Agreements.
Project Management:
TAM provides project oversight and customer relationship management.
A TAM (Technical Account Manager)
will typically manage large projects with campuswide impact
and those with cross-IST involvement.
Portfolio Management:
TAM works in partnership with IST management
to track initiated projects and ensure that milestones are met.
Service Catalog:
TAM collaborates with IST units
to develop new IST services for the campus
and evaluate existing services.
TAM also maintains the IST service catalog,
ensuring that it accurately reflects current IST service offerings.
