business relationship management is about innovation
DESCRIPTION
itSMF Alberta - Nov 28, 2013 "We need to talk to the business" - In IT operations we always talk about aligning to the business, but it is a complex issue. The service desk, project managers, development groups, the IT management team all talk to the business. How can we streamline that communication? The business relationship management (BRM) role is a strategic role, that functions as a connector, navigator and orchestrator of the organizational business relationship management capability. The objective is to align demand from the business to supply from the provider to drive business innovation. In this presentation I will talk about the BRM role and its relationship to other organizational units with the objective to drive innovation for the business.TRANSCRIPT
Peter Lijnse Managing Partner
Twitter:
@PeterJLijnse
Blog:www.lijnse.com"
Business Relationship Management is about Innovation"
proven experience • proven tactics • proven success
© Service Management Art 2013"
Business Relationship Management 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. " ""
Agenda"
The Business – IT Alignment""
Business Relationship Manager""
Innovation"
Business – IT Alignment"
The challenge"
Les Amants - Magritte"
Business IT Alignment"
Strategic Alignment focuses on activities to achieve cohesive goals across IT and the
Business""
Achieving alignment is evolutionary and dynamic"
"J. Luftman"
Current situation"
Strategic Alignment (Luftman, 1999)"
ENABLERS"• Senior executive support
for IT"• IT involved in strategy
development"• IT understands the
business"• Business-IT Partnership"• Well-prioritized IT
projects"• IT demonstrates
Leadership"
INHIBITORS"• IT/Business lack close
relationships"• IT does not prioritize well"• IT fails to meet
commitments"• IT does not understand
the business"• Senior executives do not
support IT"• IT Management lacks
Leadership"
Business IT
Alignment
Communica)ons
Value Measurements
Governance
Partnership
Scope & Architecture
Skills
Enterprise Governance of IT"
COBIT 5""
Benefits Realization"Resource Optimization"
Risk Optimization""
Business Relationship Manager"
The Role"
What Is a Business Relationship Manager?"
Sits at intersection of service provider and business partner"
This role:"
S0mulates, surfaces and, shapes business demand for maximized value
Is a Member of both business and provider management teams
© Service Management Art 2013"
Business IT Love requires Lubrication"
Business Relationship Manager activities"
Demand Shaping Aligning business expectations with service provider offerings and
(service) portfolio"
Exploring Identifying and rationalizing demand"
Servicing Ensuring the service provider understands the value, outcomes, costs
and risk"
Value Harvesting Realizing Value realization, waste reduction, measuring value"
Demand Shaping"
How does demand enter the value chain?""
How are decisions made when demand exceeds supply?"
"How do we handle demand changes?"
"How is the backlog of demand tracked?"
Exploring"
What demand is not on the radar and should be?""
How much can we invest in exploring?""
How do we break down demand in workable initiatives?"
"How can we innovate while operating the
current services?"
Servicing"
How do we ensure that through use of the services the value is realized?"
"How do we ensure the service provider
understands the value of the services they deliver?"
"How do we maximize business value, while
taking into account risk and cost?"
Value Harvesting"
Where do we see waste in the value chain? How do we reduce waste?"
"How do the stakeholders participate in
realizing value?""
How is value measured and monitored?"
Transforming ideas into value "
Ideas
Possibilities
Opportunities
Execution
Operation & Maintenance
Retirement
Value
Optimization
Business Strategic Context
Provider Strategic Context
Innovation"
The Path"
Strategy"
Services"Customers"
BRM"
BRM DNA"
Time
“Tac0cal” BR
M
“Strategic” BR
M
Business Efficiency
Level 1 IT Focus • Provide basic systems and services • Stabilize opera0ons and support • Improve service delivery • IT management fundamentals
Business Effec5veness
Business Transforma5on Level 3 Business Needs
• Business growth and Innova0on • Rapid reconfigura0on capability • Market informa0on • Business integra0on orienta0on
Level 3 IT Focus • Con0nuous strategy and planning • Converge business and IT • Expand and extend infrastructure • Enable flexibility and agility • Embrace ‘Consumeriza0on of IT’
Demand
Supply
�
Level
� Level
Level
�
Supp
ort
Improve
Inno
vate
Value
Level 2 IT Focus • Establish common IT infrastructure • Build IT credibility • Improve solu0on delivery • Establish Enterprise Architecture • Respond to ‘Consumeriza0on of IT’
Level 2 Business Needs • Business network/process redesign • Enable business and partnerships • Management informa0on • Process orienta0on
Level 1 Business Needs • Founda0on systems • Cost savings • Opera0onal informa0on • Func0onal orienta0on
Focus is S
upply Managem
ent
Focus is D
emand Managem
ent
Business Demand/Provider Supply Maturity
Role Clarity"
With different IT groups"""
Peter Lijnse
Twitter:@PeterJLijnse
Blog:
www.lijnse.com"
proven experience • proven tactics • proven success
© Service Management Art 2013"