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Driving miss daisy

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

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Driving miss daisy

  1. 1. Peter Lijnse

Twitter:
@PeterJLijnse

Blog:
www.lijnse.com"Driving Miss Daisy took too long"proven experience • proven tactics • proven success© Service Management Art 2013"
  2. 2. Driving Miss Daisy"
  3. 3. Cars do not behave,
they are behaved upon"Son of Miss Daisy""
  4. 4. Together"
  5. 5. TOPICS""Frameworks and Standards""Industry""Next Steps"
  6. 6. Business RelationshipManagement"Process?""Function?""Capability?"
  7. 7. 
COBIT
ITIL
USMBOK
ISO20000
"
  8. 8. COBIT 5"
  9. 9. COBIT Processes"
  10. 10. APO08 Manage Relationships"Create improved outcomes, increasedconfidence, trust in IT and effective use ofresources."
  11. 11. ITIL 2011"
  12. 12. ITIL - BRM"BRM facilitates any strategic discussionsabout the customer’s business when theservice provider is involved"
  13. 13. ITIL"
  14. 14. Universal Service Management

Body of Knowledge"
  15. 15. Universal Service ManagementBody of Knowledge"USMBOK™"
  16. 16. USMBOK Knowledge Domains"
  17. 17. ISO/IEC 20000-1:2011"
  18. 18. ISO/IEC 20000-1:2011"
  19. 19. You Shall"Identify and Document Customers"Have a Designated Individual"Establish Communication Channel"Review Performance"Document Changes"Define Service Complaints"Measure Customer Satisfaction""
  20. 20. Industry Trends"
  21. 21. BRM Institute"www.brminstitute.org""""Business Relationship ManagementInstitute (BRMI) is a leading training,certification and professional developmentorganization that serves the BusinessRelationship Management professionalcommunity and corporations. " ""
  22. 22. BRM DNA"
  23. 23. Quantum Age of IT"Strategic Sourcer orStrategic Innovator?""IT as we know it isdead"(Charles Araujo)""
  24. 24. Five Skills to Master"IT Financial Management"Critical Thinking and Analytical Skills"Communication and Marketing"Innovation and Collaboration"Leadership"
  25. 25. Now What?"
  26. 26. Sales or Consultant?"
  27. 27. Stop talking about ""Social Media, BYOD, Cloud, …"
  28. 28. Business RelationshipManagement
+
Demand Management

=

Customer BehaviourManagement
"
  29. 29. Next steps"Study ITIL, COBIT, ISO20000, USMBOK""Define your role""Take a Sales Course""Be active in the BRM community"
  30. 30. The Future"The next 5 years:""Build a Community"Build Teams"Solve Problems with the Business"Take Small Steps""
  31. 31. Focus on:"Mindfulness"Thoughtfulness"Authenticity"Transparency"Responsibility"""
  32. 32. Business RelationshipManagement

As a Capability"
  33. 33. Strategy"Services"Customers"BRM"
  34. 34. Strategy"Services"Customers"BRM"IT Financial Management"Critical Thinking and AnalyticalSkills"Communication and Marketing"Innovation and Collaboration"Leadership"
  35. 35. Strategy"Services"Customers"BRM"IT Financial Management"Critical Thinking and AnalyticalSkills"Communication and Marketing"Innovation and Collaboration"Leadership"Strategic level"Tactical level"Operational level""
  36. 36. Strategy"Services"Customers"BRM"IT Financial Management"Critical Thinking and AnalyticalSkills"Communication and Marketing"Innovation and Collaboration"Leadership"Strategic level"Tactical level"Operational level""Community"Thoughtfulness"Authenticity"Transparency"Responsibility"
  37. 37. 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)"
  38. 38. Driving Miss Daisy"You DO NOT Have"20 years""Slides available at:"http://lijnse.com/portfolio/driving-miss-daisy/"

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