Expanding the IT Service Management Profession: the Business Relationship Management Professional...
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APMG International Webinar
The Business Relationship Management Professional Certification
Friday June 20, 2014
14:00 EST
Presenter: Peter Lijnse, Service Management Art / BRM InstituteModerator: Ronn Faigen, APMG-International
SUPPORTING WEBINAR RECORDING AVAILABLE AT: WWW.APMG-INTERNATIONAL.COM/WEBINARS
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Agenda
• Welcome & introduction– Ronn Faigen, General Manager – US, APMG International
• BRM Professional Training for ITIL ATOs– Peter Lijnse, Managing Partner Service Management Art.
• Q&A
• Further information
• Close
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Peter Lijnse
Peter is an experienced IT Service Management professional with in-depth knowledge of IT Strategy, IT Service Management, IT Governance and Business Relationship Management. Peter’s background includes extensive training and consulting , working with clients in North America, Europe, and Asia.
Peter’s areas of expertise include, amongst others, Business Relationship Management, IT Service Management (ITIL) Consulting and Education, COBIT, IT Governance, IT Organizational Design and Transformation.
Peter is a Managing Partner at Service Management Art in Calgary, Alberta, Canada
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Business – IT Alignment
Little less conversation, little more action please
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The Question
• ITIL!!?? BRM!!??• Services!!??• Function!!??• Role!!??• Process!!??
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BRM in the ITIL Strategy book
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BRM through Lifecycle
If you ever opened a Service Strategy book you might have seen this…
IT strategy,policies, plans
Serviceportfolio
management
Demandmanagement
Financialmanagementfor IT services
Servicelevel
management
Servicecatalogue
management
Availabilitymanagement
Capacitymanagement
IT servicecontinuity
management
Changemanagement
Servicevalidation
and testing
Release anddeployment
management
Changeevaluation
Requestfulfilment
Incidentmanagement
Informationsecurity
management
Service provider* Business relationship management
Business relationship managementthrough the lifecycle
Service strategy
• Identify stakeholders• Define outcomes• Specify strategic requirements and funding• Define business case• Validate patterns of business activity
Service, contract,customer,
application andproject portfolios
Customer
Opportunity
Service design
• Validate customer requirements
• Validate patterns of business activity• Confirm costs and funding• Ensure appropriate customer involvement in design activities
Service transition
• Coordinate customer involvement in ST processes• Schedule customer involvement in training and awareness• Validate release schedules• Awareness of known errors
Service operation
• Communicate scheduled outages
Request forchange
ComplaintComplainthandling
• Updates on major incidents• Escalation
Continual service improvement
• Report service performance Compliment
Compliment
handling
• Customer satisfaction surveys• Facilitate reviews on ability to meet strategic objectives• Initiate service improvement plans
* Only a sample of activities and processes are illustrated
Coord
inate
ap
pro
pri
ate
resp
on
se t
o c
usto
mer
req
uir
em
en
ts
Coord
inate
mark
eti
ng
, sellin
g a
nd
delivery
acti
vit
ies
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Business Relationship Management Institute
To inspire, promote, and develop excellence in Business Relationship Management across the globe, leading to
outstanding business value for organizations and professional fulfillment of every individual member of the BRM community.
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BRM Professional Course
• 3 day course• Organizational Capability and the Role• Strategic / tactical focused• Covers both Utility and Warranty• Relationship Maturity
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Target Audience
• Business Relationship Managers• Strategic and Tactical• CIOs• Customer Relationship Managers• Service Delivery Managers• Project Managers
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Content of BRM Professional Course
• BRM Organizational Capability• Role of the Service Provider in BRM• BRM Role• Relationship Management• Strategic Partnerships• Value Management• Business Transition Management• Communication
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Engagement Model
Business Units IT
Strategic
Operational
En
gag
em
en
t
ConnectorNavigatorOrchestrator
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House of BRM
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Demand vs Supply
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Relationship Maturity
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Portfolio Management
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Value Harvesting
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Alignment
• ITIL• COBIT• Managing Benefits• P3O
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People are hiring BRMs
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People are hiring BRMs
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Further information
• APMG-International:– www.apmg-international.com
• Business Relationship Management Institute– www.BRMInstitute.org
http://www.linkedin.com/company/apmg-international @APMG_Inter
Contact details:
– Ronn Faigen: [email protected] / +1.781.275.8604
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About APMG International
• Global examination & accreditation institute• Examination Institute (EI) for the AXELOS Global Best Practice
portfolio (ITIL®, PRINCE2®, MSP®, etc)• Extensive portfolio of professional management certification
schemes aimed at improving business processes, capability and results
• Work with key industry partners (e.g. AXELOS, IAITAM, IPMA, ISACA, itSMF, DSDM Consortium) to promote best practice
• 300+ Accredited Training (ATOs) and Consulting (ACOs) organizations with 1500+ approved trainers and consultants
• 18000+ candidates per month• Full details at www.APMG-International.com