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The IT Customer Relationships process category gives the IT service providers a mechanism to understand, monitor, and perform effectively in the marketplace they serve. Through active communication and interaction with customers, this process group provides the IT enterprise with valuable, current information concerning customer wants, needs, and requirements. Once these requirements are captured and understood, the process group ensures that an effective market plan is created to bring the various IT services and capabilities to the marketplace. In support of delivering these services, the Service Level Agreements (SLAs), Underpinning Contracts (UCs), and Operational Level Agreements (OLAs) are planned, created, implemented, monitored, and continuously improved within this process group. Furthermore, the actual service catalog is initially created and maintained with information from the marketplace, customers, and service level achievements. While the IT services are in operation, customer satisfaction data is continuously gathered, monitored, and recorded in order to enhance the IT service capabilities and the IT enterprise market presence. |
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