Business Engagement - BRM made simple
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Transcript of Business Engagement - BRM made simple
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Logo Empresa
Sessió #####
Business Engagement - BRM made simpleSimon Kent
#gigaTIC
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BackgroundBusiness Engagement - BRM made simple
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IT Service Management
• We’ve done a great job of Business As Usual
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IT Service Management
• But the business doesn’t always see the value in Business As Usual
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IT Service Management
Guide
NEWways to engage
with our business
colleagues
Listen
Advise
Consult
Business Technology
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SMART ITSMBusiness Engagement - BRM made simple
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SMART IT Service ManagementThe
BIGpicture
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SMART IT Service Management
YOU?What’s in it for
ITSM suitable for 21st century SMART business
Integral business partner - valued and revered
Capitalise on existing investment in ITSM tools
Do more with less and deliver outstanding service
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SMART IT Service Management
Business As UsualIncident Problem
Request Change
Service CatEvent
SLA CMDB
Service Integration* Continual Service Improvement
Business Relationship ManagementCustomer Experience
Process Automation
5 core tenets
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SMART IT Service Management
Business Relationship Management
ITIL 2011Service Strategy
BRM Role
NY based formed in 201310000 members
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SMART IT Service Management
Engagement
Improvement Complaint New Demand Service Matching Incident
Business Engagement (Topics)
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Business Engagement
Unstructured text and narrative
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Business Engagement Topic (Complaint)
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Business Engagement Topic
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Improvement Register - CSI
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SMART IT Service Management
Engagement
Improvement Complaint Portfolio Project Incident
Business Engagement (Topics)
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Moltes gràcies !
Business Engagement - BRM made simpleSessió #####
Simon Kent
Chief Innovation Officer
+44 (0)7769 210228
@kent2112