2. Themes
Introduction
BRM and ITIL
Personal relationships and BRM
How to become better at building relationships
Characteristics of a good BRM
Real life examples
Summary
ITSM13 Andrea Kis
TCS Public
3. Introducing your speaker
Service Management and Integration Consultant with
strong practical experience and passion in service and
business relationship management.
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ITSM13 Andrea Kis
TCS Public
4. Introduction
‘Business relationship management is a skill, an ability
not a process or a job title.’
Andrea Kis
Takeaways
•Understand business relationship management from a non-process
structured point of view
•How to improve customer satisfaction by building relationships
•Understand what lessons from personal relationships can be easily
applied to interactions in BRM
•Understand the characteristics value of good BRM
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ITSM13 Andrea Kis
TCS Public
5. BRM and ITIL
“Business Relationship Management aims to maintain a
positive relationship with customers.
ITIL Business Relationship Management identifies the needs
of existing and potential customers and ensures that
appropriate services are developed to meet those needs. “
ITIL v2011
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ITSM13 Andrea Kis
TCS Public
6. IT and Business Relationship Management
Shift in IT industry:
From Provider to Peer
You need BRMs in all levels of your IT organisation
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ITSM13 Andrea Kis
TCS Public
7. The Theory of Personal Relationships
The categories of personal relationships:
What ties us together?
What‟s in it for me?
The focus must be on the relationship from the viewpoint
of the customer rather than the service provider to provide
real value for business.
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ITSM13 Andrea Kis
TCS Public
9. BRM is like being in a relationship
Take
responsibilit
y regardless
of the
outcome
Treat your
partner
right
• Be fair and
honest with
them
Build their
trust
Be open
about your
mistakes
Show them
their
feedback
and opinion
matters
• Show them you
care
Listen to
your
partner
Treat them
like a
valued
partner
-8-
ITSM13 Andrea Kis
TCS Public
10. Six competencies of relationship building
1. Inspire
2. Influence
3. Develop
4. Initiate change
5. Manage conflict
6. Establish teams and collaboration
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ITSM13 Andrea Kis
TCS Public
11. Depths of competencies - Inspire
To be able to inspire, you will need to
have:
Passion
Purpose
Listening
Meaning
Ability to communicate
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ITSM13 Andrea Kis
TCS Public
12. How to become better at building relationships
Be personal and honest
Be a good listener
Build relationships at all
levels in any scenario
Manage expectations
Engage in sharing a common
goal
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ITSM13 Andrea Kis
TCS Public
13. Characteristic of a good BRM
Someone who:
Defines trust in an IT organisation
Builds and maintains trusted, long term
relationships
Is a valued member of Business and IT
leadership teams
Is a strategic partner of the business
Understands and interprets the true business
need and demand
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Common sense
ITSM13 Andrea Kis
TCS Public
14. Characteristic of a good BRM
Someone who has:
Broad knowledge of industries and businesses
Excellent knowledge of technologies and trends
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Common sense
ITSM13 Andrea Kis
TCS Public
15. Real life examples
Macmillan Nurses
and Disaster
Recovery
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Red vs. Green
The Business
Perception of IT
SLA‟s Andrea Kis
ITSM13
TCS Public
16. BRM Institute
“... BRM is both an organizational role and a
competency–one that can be held by business
and service provider professionals whether or
not they are assigned to a Business
Relationship Management role...”
http://brminstitute.org/
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ITSM13 Andrea Kis
TCS Public
17. Summary
BRM is a competency
BRM is a skill
BRM can be performed without a role
BRM can be a role
BRM is common sense
BRM is understanding business demand and need
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ITSM13 Andrea Kis
TCS Public
19. Thank you for listening
Twitter: @AndieKis
LinkedIn: http://www.linkedin.com/in/andiekis
Notas del editor
Today I would like to share my passion using practical experience and demonstrate how common sense, personality and attitude plays a role in successful BRM.
Business Relationship Management (BRM) is an advocate for customers, but has a role which exists internally within the service provider.BRM can exists inside and outside the IT Department.It isn’t just the IT industry that relies on business relationships. BRM became a formalized process because the need for aligning IT and business has grown into an essential requirement and a valued best practice for many organizations
IT is becoming the strategic partner the peer in business managementReal ROI, service integration, alignment, innovation and growthYou need BRMs at all levels from CXO to front line support staff, employees
What ties us together? – The common goal, the services provided and supported.What’s in it for me? – Services used are the most appropriate for those using them there are no disruptions, service providers and supporters seen as friends not enemies, part of the same teamIt can be applied to business relationship interactions
Explain the type of relationships and what are the dangers of fake relationships like the pseudo.
How to stay real – practising BRM is about being natural, straightforward and honest. Just like in your personal relationships.
Each competency is a collection of other competencies like the yellow brick.
Each competency is a collection of other competencies like the yellow brick.
ITSMF UK BRM Master-class in November at TCS offices by meThe Master Class’ ObjectiveIs to help individuals to develop and strengthen their abilities and strategies that harness with practical common sense the ITIL BRM process and the theory of personal relationships to ensure that those attending the class will be able to build and maintain solid relationships. Attendees will be able to share the objective of their learning with their peers enabling common sense, good BRM to become an efficient IT service management working practice.
BRM is the link: an IT capabilityembedded in business capabilityIt is a skill, an ability, a competencyIt isn’t a role but can be a roleThe BRM is capable to understand the business demand – results in optimised value added services, IT innovation, true value of IT to business is revealed