Informed Customer

From BCMpedia. A Wiki Glossary for Business Continuity Management (BCM) and Disaster Recovery (DR).
Jump to navigation Jump to search
1. Coming soon.

(Source: Business Continuity Management Institute - BCM Institute)

2. An individual, team or group with functional responsibility within an organisation for ensuring that spend on IS/IT is directed to best effect, i.e., that the business is receiving value for money and continues to achieve the most beneficial outcome. In order to fulfill its role the 'Informed' customer function must gain clarity of vision in relation to the business plans and ensure that suitable strategies are devised and maintained for achieving business goals. The 'informed' customer function ensures that the needs of the business are effectively translated into a business requirements specification, that IT investment is both efficiently and economically directed, and that progress towards effective business solutions is monitored. The `informed' customer should play an active role in the procurement process, e.g., in relation to business case development, and also in ensuring that the services and solutions obtained are used effectively within the organisation to achieve maximum business benefits. The term is often used in relation to the outsourcing of IT/IS. Sometimes also called `intelligent customer'.

(Source: OGC, Information Technology Infrastructure Library (ITIL) v3)