Driving miss daisy itsmf
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Peter Lijnse Twitter: @PeterJLijnse Blog: www.lijnse.com Driving Miss Daisy took too long proven experience • proven tactics • proven success © Service Management Art 2013
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It takes too long for IT organizations to adapt to the requirements of their customers. IT Organizations focus on Incident Management, BYOD, Social Media, Cloud Computing. They utilize frameworks like ITIL, COBIT, etc… Unfortunately there is a best before date for these internal focused improvements. and yes… even BYOD is internally focused. Be focused on designing the correct service experience. Drive changes directly focused on revenue. And keep it simple. Driving Miss Daisy was a story of building a relationship in 20 years. You do not have 20 years … Let's discuss the next 20 days.
Transcript of Driving miss daisy itsmf
Peter Lijnse
Twitter:@PeterJLijnse
Blog:
www.lijnse.com"
Driving Miss Daisy took too long"
proven experience • proven tactics • proven success
© Service Management Art 2013"
Driving Miss Daisy"
Cars do not behave,they are behaved upon"
Son of Miss Daisy""
Together"
TOPICS"
"Frameworks and Standards"
"Industry"
"Next Steps"
Business Relationship Management"
Process?""
Function?""
Capability?"
COBIT
ITILUSMBOKISO20000
"
COBIT 5"
COBIT Processes"
APO08 Manage Relationships"
Create improved outcomes, increased confidence, trust in IT and effective use of
resources."
ITIL 2011"
ITIL - BRM"
BRM facilitates any strategic discussions about the customer’s business when the
service provider is involved"
ITIL"
Universal Service Management
Body of Knowledge"
Universal Service Management Body of Knowledge"
USMBOK™"
USMBOK Knowledge Domains"
ISO/IEC 20000-1:2011"
ISO/IEC 20000-1:2011"
You Shall"
Identify and Document Customers"Have a Designated Individual"
Establish Communication Channel"Review Performance"Document Changes"
Define Service Complaints"Measure Customer Satisfaction"
"
Industry Trends"
BRM Institute"
www.brminstitute.org""
""Business Relationship Management Institute (BRMI) is a leading training,
certification and professional development organization that serves the Business
Relationship Management professional community and corporations. " ""
BRM DNA"
Quantum Age of IT"
Strategic Sourcer or Strategic Innovator?"
"IT as we know it is
dead"(Charles Araujo)"
"
Five Skills to Master"
IT Financial Management"Critical Thinking and Analytical Skills"
Communication and Marketing"Innovation and Collaboration"
Leadership"
Now What?"
Sales or Consultant?"
Stop talking about "
"Social Media, BYOD, Cloud, …"
Next steps"
Study ITIL, COBIT, ISO20000, USMBOK""
Define your role""
Take a Sales Course""
Be active in the BRM community"
The Future"
The next 5 years:""
Build a Community"Build Teams"
Solve Problems with the Business"Take Small Steps"
"
Focus on:"
Mindfulness"Thoughtfulness"
Authenticity"Transparency"Responsibility"
""
Business Relationship Management
As a Capability"
Strategy"
Services"Customers"
BRM"
Business Relationship Management
+Demand Management
=
Customer Behaviour Management
"
Approach"
Identify Customers"Appoint Relationship Manager"
Establish Communications and Engagement"Understand Required Outcomes"
Define How Outcomes Will Be Achieved"Change and Improvement"
"(Service Talk, Summer 2012, Matthew Burrows)"
Driving Miss Daisy"
You DO NOT Have"20 years"
"
Slides available at:"http://lijnse.com/portfolio/driving-miss-daisy/"
