Client Engagement with Intent and Focus

This session presents the Penn State IT – Online Education and Outreach model for intentional client engagement. We will demonstrate how our team establishes shared understanding between business units and IT, applies impact and satisfaction measures to guide conversations, surfaces transparency with project status and progress, and utilizes simplified business‑unit‑provided ratings and context to point out actionable insights for leadership awareness and focus. Attendees will see how this structured engagement approach surfaces demand signals, draws out project escalations, strengthens shared organizational context, and supports proactive service improvements.

Session Outcomes - Participants will be equipped with strategies to build shared context with business units by utilizing a client-centric focus on the IT Service and Project Portfolios with attention to their impact on business functions.