Purpose:
Section titled “Purpose:”Provide process for reviewing, updating, and maintaining client agreement integrity.
Scope:
Section titled “Scope:”vCIO/Account Management/Client Success Team/Sales
Responsibility:
Section titled “Responsibility:”- vCIO
- Account Management
- CST
- Sales
Definitions:
Section titled “Definitions:”- Example
- Example
Procedure:
Section titled “Procedure:”- Initial support agreement is fully executed.
- Sales, Account Management.
- Post Ice meeting in the Sales Process.
- Reference Sales process.
- Consumption Review, time management, optimizing IT time/budget.
- vCIO and Account Management.
- At least quarterly; more frequently if consumption is grossly under or over utilized.
- KB#### (client consumption review), KB#### (sales process), KB### (Budgeting), KB#### (Ticket Metrics Review)
- Client Agreement True-up.
- vCIO, Account Management.
- Done when client is over consuming or under consuming.
- KB#### (client consumption review)
Effectiveness Criteria:
Section titled “Effectiveness Criteria:”- Support consumption and client profitability are aligned.
- Support metrics.
- ITSM platform with analytics via PowerBi.
References:
Section titled “References:”- ITIL.
Process References:
Section titled “Process References:”- Link to process map.
Note: Please add KB relationships to core process, process. SOPs or other WIs on the right.