ITIL and Business Relationship Management: Show Us Some Love
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Transcript of ITIL and Business Relationship Management: Show Us Some Love
ITIL and Business Relationship Management: Show Us Some Love
Thom Salo
Today’s Objective – Key Take Aways
– “Policy of Joint Agreement”– The “Love Bank”– Find an ITSM super-hero - select the right BRM– Invest in BRM
What We’ll Cover
• Secret to Relationship Success• Why Business Relationship Management (BRM)• BRM Nuts and Bolts and How-to(s)• BRM’s Relatives – “We are Family”• A BRM’s Powers – Making an ITSM Superhero• Caution Ahead - What’s in a Process• A Process if you Must• Pulling it all together – Key Take Aways• Questions
A business relationship
is a relationship between people, right?
William F. Harley, Jr. Harley
Give and Take: The Secret to Marital Compatibility
“Policy of Joint Agreement”“Love Bank”
What is Business Relationship Management?
Integrating and improving communication with the business
Business relationship management (BRM) is central to achieving this goal
BRM was added to ITIL 2011
Purpose “to provide the link between the service provider and customers at the strategic and tactical levels.”
ITIL® and the Swirl logo™ are registered trademarks of AXELOS Limited.
Don’t do anything without enthusiastic agreement between you and your
partner
“Policy of Joint
Agreement”
• BRM process, along with its partner process Service Level Management (SLM) ensures:
• that we understand the requirements of the business
• that we are aware of our ability to meet those requirements;
• and then come to a mutual (read - joint) agreement to meet those requirements
The BRM helps bridge the divide in understanding between the business and the IT organization.
Love Bank: Keeping IT Services In the Black
Positive balance = a happy relationship
Negative balance = a deteriorating relationship, perhaps even a split-up or divorce.
Know your balance in the love bank
Deposit: Fulfill a need or do something your partner appreciates - hit, or better yet, exceed a Service Level Agreement (SLA)
Withdrawal: Do something negative – miss an SLA requirement
Show the business some love …
The BRM allows the business an outlet and a place to raise concerns or to just ‘talk.’
if you’re not communicating with the business, it may feel neglected.
The feeling of neglect can spell doom in any relationship
IT may be making withdrawals from the business “Love Bank” without even realizing it.
The business wants to know that somebody cares about its concerns and is interested in its needs
All in the Family
Service Level ManagerBusiness Relationship Manager
current and planned services delivered according to agreed targets – SLAs
point of contact for all operational or SLA-related issues
establish and maintain relationships with the business
Identify and understand customer needs
ensure the IT service provider is able to meet these needs
Strategic Tactical Operational
But what’s really important…
Understand the Business
Know IT
Expert at Relationships
Interpersonal Skills
BRM Superhero
BRM Process Design
PROCESSAHEAD
“A process has only one customer: the person who receives the final result. A process is rule-bound and tightly regulated. The quality of a process’s output can be judged by the customer at the end of the line.
A service, on the other hand, is at its core a relationship between server and served. Service is work performed in support of another person. … the measure of success is not a product but the satisfaction, delight, or disappointment of the customer”
The Connected Company, Dave Gray
But if you must …
Pulling it all together – examples & thought provokers
Advocate for Customer within IT
Partner with a Customer
Representative
Represent IT to Customer
Regular State of Relationship
Meetings
Know ITKnow the Business
Pulling it all together – key take aways
• To develop a strong relationship with the business, we need to:– adhere to a Policy of Joint Agreement– maintain a positive balance in our “Love Bank”– Institute a BRM “process” will help us achieve
these objectives– Select the right BRM
Commit to being a better partner with the business - Show the business some
love
Establish Business Relationship Management
Resources
http://info.g2g3.com/sample-it-service-level-agreement-template
Complimentary IT Service Level Agreement Template
Thom SaloExecutive Consultant at G2G3 AmericasEmail: [email protected]: @TheITColonelLinkedIn: www.linkedin.com/in/thomsalo
Thank you for attending this session.
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