CA Clarity™ Business Relationship Manager

Improve transparency into the total cost, effort and business value of your IT services.

Both your IT organization and your business customers would like a more complete understanding of the costs and tradeoffs associated with the use of IT services.  Yet, your business customers may have little or no interest in what you need to do to deliver those services - they care only about the results.

In order to facilitate some semblance of IT relationship management, you may be struggling to track a multitude of data in a variety of sources, including help desks, change management, asset management and manual tracking devices that range from spreadsheets to word processing software. This makes it difficult to get a clear view of the status and costs incurred for your ongoing IT programs and services.

Empower Your IT Relationship Manager

Our Business Relationship Manager allows you to easily create a portal of service offerings, monitor performance and costs, forecast demand and track service consumption for each business unit customer. The BRM makes up one of the four PPM for ITG modules. By defining and managing business agreements for your IT services, the BRM ensures that those services are aligned your business customers’ needs. And by more effectively tracking your costs, these agreements can help you moderate expenses for services.  These tools ultimately empower your IT relationship manager with the information he or she needs to explain the value of IT, including the status of major initiatives.

Make Business Units Aware of the Value of IT Services

As the role of an IT relationship manager is established in an organization, CA Clarity BRM provides a broader business-centric view across multiple services or departments via a Customer and Provider Portal.

Business Relationship Manager provides a broad business-centric view across multiple services or departments via Customer and Provider Portals.

Customer Portal.  This allows your business customers to clearly see which IT services have been delivered, and  what they cost, by line of business.   The Customer Portal includes several views.  The ‘Delivery’ view focuses on service metrics, including scorecards, KPIs and issue escalation stoplights.  The ‘Charges’ view shows service cost information and invoices. 

       The Customer Portal provides the business executive’s view of IT services delivered and costs charged.

Provider Portal.  In addition to service and customer department dashboards, your IT managers require a more detailed roll-up of all the IT Services you offer across multiple customer departments.  The IT Manager Portal provides you with all the necessary metrics, customer detail, resource information, financial, and third-party integrated service request information.  It also includes stoplights to notify your IT managers of any areas that need immediate attention. 

Customer Department Dashboard.  Business Relationship Managers allows you to create a set of dashboards to support departments within your organization that use a given set of services.  These departments can then subscribe to those services through the dashboard.  For example, a department’s business relationship manager or IT liaison may subscribe to the CRM and financial reporting services.  The dashboard would include a roll-up of information from both services, and drill-downs for service-specific information.  Each department dashboard includes a set of standard metrics: customer satisfaction; SLA violations; SLA threshold; number of incidents and a set of user-defined key performance metrics (KPIs).  

IT Provider Department Dashboard.  In addition to the customer dashboard view, there is a related IT provider dashboard view, so your IT managers can consistently monitor the metrics between IT and the business.  This dashboard provides high-level status and analysis of services provided by each individual IT department.

View a rollup of IT services from a provider perspective for consistent monitoring of metrics.

Individual Service Dashboard. Individual, service-specific dashboards are available to your IT managers to track detailed information regarding a single service.  This includes budget vs. actual, key metrics from multiple external systems, change requests, incidents and subscription information.