Driving Miss Daisy Took Too Long. IT Service Management Presentation on Business Relationship Management

2. Peter Lijnse
Twitter:
@PeterJLijnse
Blog:
www.lijnse.com"
Driving Miss Daisy took too long"
proven experience • proven tactics • proven success
© Service Management Art 2013"

3. Driving Miss Daisy"

4. Cars do not behave,
they are behaved upon"
Son of Miss Daisy"
"

5. Together"

6. TOPICS"
"
Frameworks and Standards"
"
Industry"
"
Next Steps"

7. Business Relationship
Management"
Process?"
"
Function?"
"
Capability?"

8.
COBIT
ITIL
USMBOK
ISO20000
"

9. COBIT 5"

10. COBIT Processes"

11. APO08 Manage Relationships"
Create improved outcomes, increased
confidence, trust in IT and effective use of
resources."

12. ITIL 2011"

13. ITIL - BRM"
BRM facilitates any strategic discussions
about the customer’s business when the
service provider is involved"

14. ITIL"

15. Universal Service Management
Body of Knowledge"

16. Universal Service Management
Body of Knowledge"
USMBOK™"

17. USMBOK Knowledge Domains"

18. ISO/IEC 20000-1:2011"

19. ISO/IEC 20000-1:2011"

20. You Shall"
Identify and Document Customers"
Have a Designated Individual"
Establish Communication Channel"
Review Performance"
Document Changes"
Define Service Complaints"
Measure Customer Satisfaction"
"

21. Industry Trends"

22. BRM 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. " ""

23. BRM DNA"

24. Quantum Age of IT"
Strategic Sourcer or
Strategic Innovator?"
"
IT as we know it is
dead"
(Charles Araujo)"
"

25. Five Skills to Master"
IT Financial Management"
Critical Thinking and Analytical Skills"
Communication and Marketing"
Innovation and Collaboration"
Leadership"

26. Now What?"

27. Sales or Consultant?"

28. Stop talking about "
"
Social Media, BYOD, Cloud, …"

29. Business Relationship
Management
+
Demand Management
=
Customer Behaviour
Management
"

30. Next steps"
Study ITIL, COBIT, ISO20000, USMBOK"
"
Define your role"
"
Take a Sales Course"
"
Be active in the BRM community"

31. The Future"
The next 5 years:"
"
Build a Community"
Build Teams"
Solve Problems with the Business"
Take Small Steps"
"

32. Focus on:"
Mindfulness"
Thoughtfulness"
Authenticity"
Transparency"
Responsibility"
"
"

33. Business Relationship
Management
As a Capability"

34. Strategy"
Services"Customers"
BRM"

35. Strategy"
Services"Customers"
BRM"
IT Financial Management"
Critical Thinking and Analytical
Skills"
Communication and Marketing"
Innovation and Collaboration"
Leadership"

36. Strategy"
Services"Customers"
BRM"
IT Financial Management"
Critical Thinking and Analytical
Skills"
Communication and Marketing"
Innovation and Collaboration"
Leadership"
Strategic level"
Tactical level"
Operational level"
"

37. Strategy"
Services"Customers"
BRM"
IT Financial Management"
Critical Thinking and Analytical
Skills"
Communication and Marketing"
Innovation and Collaboration"
Leadership"
Strategic level"
Tactical level"
Operational level"
"
Community"
Thoughtfulness"
Authenticity"
Transparency"
Responsibility"

38. Approach"
Identify Customers"
Appoint Relationship Manager"
Establish Communications and Engagement"
Understand Required Outcomes"
Define How Outcomes Will Be Achieved"
Change and Improvement"
"
(Service Talk, Summer 2012, Matthew Burrows)"

39. Driving Miss Daisy"
You DO NOT Have"
20 years"
"
Slides available at:"
http://lijnse.com/portfolio/driving-miss-daisy/"