I recently made a 3-week whirlwind tour to a number of destinations (Germany, Bratislava, UK (London & Manchester), Poland, Mexico, Norway and the Netherlands, reaching out to around 650 people from different organizations.
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In today’s business climate it is imperative that the IT Service Provider not only understand what the business strategy is, but be able to initiate and deliver services that not only support it, but help to shape it.
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We’ve been hearing more and more about Business Relationship Management (BRM), and for good reason.
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The Business Relationship Maturity Model (BRMM) is a way to help surface and understand the maturity of the relationship between a Provider (internal IT organization) and their Business Partner. This is not about the maturity of the BRM role or process.
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Yesterday I walked home through the park and watched someone throwing around a ball with his dog. Literally every time the guy first shaped to throw the ball, the dog ran off in the direction it expected the ball to go.
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The IT industry invests heavily in finding better ways to deliver IT services. Yet the business only realises value from IT services when they make effective use of the information that IT services provide. And this is often not the case.
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CIOs and their teams have a great view across the individual lines of business and should be able to offer useful pointers on how to make the most of digital technology.
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If you’re still not convinced you should be investing in BRM as a capability, then here is the sheet I presented at the itSMF chapter in Singapore. The sheet shows 3 of the top scoring ABC cards taken from workshops with more than 3000 organizations World-wide.
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The team of executive directors strode purposefully into the room. Their shoulders deflating somewhat as they realized that they’d promised a two-hour slot to the corporate IT organization for a mini workshop.
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No I haven’t made the term up. “Service safari” and the similar “customer safari” are both legitimate business terms. And, if you want to get technical, then a service safari is both a proven design and “outside-in” service management concept.
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Idwell on Service Management