re you looking to drive business value, build strategic business partnerships, evolve enterprise culture and ultimately satisfy purpose? This webinar will provide you with the means to jumpstart your efforts.
Combining the best practices of the international standard for service management, ISO/IEC 20000, with the BRM Body of Knowledge (BRMBOK) from BRM Institute, have proven to be a successful formula to ensure innovation and business value results. This webinar will explain how organizations have done this.
Your partners want strategic partnerships that satisfy both personal and organizational purpose by driving innovation, increasing collaboration, and ensuring value recognition across the organization. As a technology business function, you must have everything in place to ensure you meet this expectation.
You want a collaboration that drives a culture of creativity, innovation, and shared ownership across the enterprise, so that holistic, innovative, and value-driven strategies are created and deliver their intended business value results building a continuing relationship that keeps your business partners coming back for more. This requires more than quality products and services. You need to show and provide value.
During this webinar, in partnership with BRM Institute and APMG International, Mart Rovers – President of INTERPROM will show you the way to become a strategic partner with shared goals that provide sustainable, strategic value to the enterprise that result in satisfied organizational purpose.
Watch recording here: https://apmg-international.com/events/evolving-service-management-driving-and-ensuring-value
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Before we get started…
This session is being recorded. The
recording and slides will be sent to
you after the webinar.
All participants are muted. Please
type any questions into the
“Questions” window.
Your feedback will help us to improve
future webinars. Please send any
comments and suggestions to:
Ronn.Faigen@apmg-international.com
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It’s All Part of the Journey:
Service Management to Driving and
Ensuring Value
Business
Relationship
Maturity
Alignment to
Convergence
IT is
Business
Recognized
Value
Defines Resulting In Optimizing
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Business Relationship Management Institute, Inc.
BRM Body of Knowledge (BRMBOKTM)
Copyright and all rights reserved
Material from this publication has been reproduced with the permission of the BRM Institute
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Mart Rovers
Mart Rovers is the President of INTERPROM. He is a Board
Member of the Arizona ITSM Professionals and currently serves
as the Chair of the Knowledge Provision Council of the BRM
Institute, and he is a Registered Provider with the RCP
Assessment credential of the BRM Institute.
Mart has over 40 years of experience in IT and has been
consulting, coaching and training in Service Management,
Business Relationship Management, Information Security
Management, Enterprise Risk Management and IT Governance
since 1992. He mostly coaches business leaders and teams.
Mart holds the CBRM certification along with ISO/IEC 20000
Professional and Auditor certifications. He is one of the few
Registered Certified Providers of the BRM Institute. He has led
numerous organizations towards becoming ISO/IEC 20000 and
ISO/IEC 27001 certified and is an accredited instructor for
Business Relationship Management (BRMP, CBRM, Executive
Brief and Fundamentals and SPA workshop), ISO/IEC 20000,
ISO/IEC 27001, COBIT, DevOps, VeriSM, and ITIL training
courses.
Mart is also the author of the “ISO/IEC 20000 – A Pocket Guide”.
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What are they?
Comparing Service Management and
Value Management
"Strive not to be a success, but rather to be of value." -Albert Einstein
Service Management:
Service management is a
specialized set of organizational
capabilities for enabling value for
customers in the form of services
Value Management:
The process of defining,
measuring, optimizing,
communicating, driving and
ensuring the value of
investments over time
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Comparing Service Management and
Driving and Ensuring value
Service Management
Focus:
Service Functions
Effectiveness of meeting
service requirements
Service value recognition
Service portfolio
Service Function manages
the costs and the risks
Driving and Ensuring Value
Focus:
End-to-end Business
Optimization of investments
Business value recognition
Initiative portfolio
Risks and rewards are shared
between the business and the
provider
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Service Management and Driving and
Ensuring Value: Why are they important?
Service Management
Service Quality
Service Mindset
Customer Focus
Mutually Beneficial
Relationships
System Approach to
Management
Factual Decision-making
Continual Improvement
Driving and Ensuring Value
Value for Money
Strategy Mindset
Catalyzing Business Innovation
Business – Peer/Partner Model
with Shared Ownership
Converged Teams, Strategies and
Capabilities
Business Capability Management
Driving/ensuring Value Recognized
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Why do
Organizations
Benefit from
Having Both?
Comparing Service
Management and
Driving and Ensuring
value
Service
Management
Driving and
Ensuring Value
1. Strategy
Enablement
2. Capability
Enablement
3. Service Value
recognition
1. Strategy
Convergence
2. Capability
Optimization
3. Business Value
recognition
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BRM Body of Knowledge
“The Business
Relationship
Management Playbook”
“The BRMP® Guide to
the BRM Body of
Knowledge”
“The CBRM® Guide to
the BRM Body of
Knowledge”
- Setting Strategic Partnership
Goals
- How to do Strategic Partnering
- Building a Journey Map for
Strategic Partnering
- Building on Success
- The BRM Role
- Organizational Capability
- Organizing BRM
- Service Provisioning
- Techniques
- Competencies
- Assessing BRM Context
- Developing Strategic
Relationships
- Driving/ensuring value
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Service Management
System (SMS)
An SMS supports the
management of the service
lifecycle, including the
planning, design, transition,
delivery and improvement of
services, which meet agreed
requirements and deliver value
for customers, users and the
organization delivering the
services.
Service
A means of delivering value for
the customer by facilitating
outcomes the customer wants
to achieve
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Service
Requirements and
Delivery of Service
Value
The requirements specified
in ISO/IEC 20000-1 include
the planning, design,
transition, delivery and
improvement of services to
meet the service
requirements and deliver
value.
Value can be tangible or
intangible, financial or non-
financial, and includes
consideration of risks and
liabilities. It can be positive
or negative at different
stages of the asset life.
Value
ISO/IEC 20000 definition:
- Importance, benefit or usefulness
EXAMPLE: Monetary value, achieving service
outcomes, achieving service management
objectives, customer retention, removal of
constraints.
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ISO/IEC 20000 and
Business Relationship
Management
“How do they
Complement Each
Other?”
TacticalBRM
StrategicBRM
Tactical BRM:
- Service Management
Focus
Strategic BRM:
- Driving and Ensuring
Value Focus
ServiceManagement
DrivingandEnsuringValue
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BRM Impact
• Assess Demand Maturity
• Business-Provider
Maturity Model
BRMBOK
• Assess Relationship Maturity
• Business Relationship
Maturity Model
BRMBOK
• Assess Provider Domain
Maturity
• ISO/IEC 20000
Requirements Gap
Analysis
• Provider Capability Model
BRMBOK
• Assess BRM Competency
• BRMP®
BRMBOK
BRMBOK
WHAT DOES
THE
TACTICAL
BRM
CONTRIBUTE
?
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BRM Impact
• Assess Demand Maturity
• Business-Provider
Maturity Model
BRMBOK
• Assess Relationship Maturity
• Business Relationship
Maturity Model
BRMBOK
• Assess Provider Domain
Maturity
• ISO/IEC 20000
Requirements Gap
Analysis
• Provider Capability Model
BRMBOK
• Assess BRM Competency
• BRMP®
BRMBOK
BRMBOK
WHAT DOES
THE
TACTICAL
BRM
CONTRIBUTE
?
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BRM Impact
• Assess Demand Maturity
• Business-Provider
Maturity Model
BRMBOK
• Assess Relationship Maturity
• Business Relationship
Maturity Model
BRMBOK
• Assess Provider Domain
Maturity
• ISO/IEC 20000
Requirements Gap
Analysis
• Provider Capability Model
BRMBOK
• Assess BRM Competency
• BRMP®
BRMBOK
BRMBOK
WHAT DOES
THE
TACTICAL
BRM
CONTRIBUTE
?
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ISO/IEC 20000-1
8.3.2 Business
relationship
management
The organization
shall establish a
business relationship
management
practice..
• Identify stakeholders of the services
• Designate business relationship managers
• Maintaining customer satisfaction
• Establish communications with customers
and other interested parties
• Understanding the evolving business
environment
• Respond to new or changed service
requirements
• Review the performance trends and the
outcomes of the services
• Measure satisfaction with the services,
analyze the results and identify and report on
opportunities for improvement
WHAT DOES
THE
TACTICAL
BRM
CONTRIBUTE
?
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BRM Competencies
• Strategic partnering
• Context of the organization
ISO/IEC 20000-1 Clause 4
• Business IQ
• Business relationship
management
ISO/IEC 20000-1 Clause 8.3.2
• Portfolio management
• Service portfolio
ISO/IEC 20000-1 Clause 8.2
• Demand management
ISO/IEC 20000-1 Clause 8.4.2
• Provider domain
• Service management system
ISO/IEC 20000-1 Clause 4.4
• Business transition
management
• Leadership and commitment
ISO/IEC 20000-1 Clause 5.1
• Powerful communication
• Awareness
ISO/IEC 20000-1 Clause 7.3
• Communication
ISO/IEC 20000-1 Clause 7.4
WHAT DOES
THE
TACTICAL
BRM
CONTRIBUTE
?
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BRM Impact
• Assess Demand Maturity
• Business-Provider
Maturity Model
BRMBOK
• Assess Relationship Maturity
• Business Relationship
Maturity Model
BRMBOK
• Assess Provider Domain
Maturity
• ISO/IEC 20000
Requirements Gap
Analysis
• Provider Capability Model
BRMBOK
• Assess BRM Competency
• BRMP®
BRMBOK
BRMBOK
WHAT DOES
THE
TACTICAL
BRM
CONTRIBUTE
?
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ISO/IEC 20000-1
4.1 Understanding
the organization and
its context
The organization
shall determine
external and internal
issues that are
relevant to its
purpose and that
affect its ability to
achieve the intended
outcome(s) of its
SMS.
NOTE The word “issue” in this context can be
factors which have a positive or negative impact.
These are important factors for the organization
in the context of its ability to deliver services of
an agreed quality to its customers.
WHAT DOES
THE
TACTICAL
BRM
CONTRIBUTE
?
BRMBOK
• Customer Value Hierarchy
• Diagnosing Relationship Quality
• Relationship Value Mapping
• Relationship Improvement
Planning
• Relationship Strategy on a Page
• Business Capability Roadmapping
• Portfolio Management
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ISO/IEC 20000-1
4.2 Understanding
the needs and
expectations of
interested parties
The organization shall
determine:
a) the interested
parties that are
relevant to the SMS
and the services;
b) the relevant
requirements of these
interested parties.
NOTE The requirements of interested parties
can include service, performance, legal and
regulatory requirements and contractual
obligations that relate to the SMS and the
services.
BRMBOK
WHAT DOES
THE
TACTICAL
BRM
CONTRIBUTE
?
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BRM Impact
• Assess Demand Maturity
• Business-Provider
Maturity Model
BRMBOK
• Assess Relationship Maturity
• Business Relationship
Maturity Model
BRMBOK
• Assess Provider Domain
Maturity
• ISO/IEC 20000
Requirements Gap
Analysis
• Provider Capability Model
BRMBOK
• Assess BRM Competency
• BRMP®
BRMBOK
BRMBOK
WHAT DOES
THE
TACTICAL
BRM
CONTRIBUTE
?
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ISO/IEC 20000-1
10.2 Continual
improvement
The organization shall
manage approved
improvement activities
that include:
a) setting one or more
targets for
improvement in areas
such as quality, value,
capability, cost,
productivity, resource
utilization and risk
reduction;
WHAT DOES
THE
TACTICAL
BRM
CONTRIBUTE
?
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BRM Impact
• Assess Value Ability Maturity
• Business Value Ability Model
BRMBOK
• Assess Relationship Maturity
• Business Relationship
Maturity Model
BRMBOK
• Becoming a Value-Focused
Organization
• Value-Focused Organization
Workshop
BRM Institute
• Enhance BRM Competency
• CBRM®
BRMBOK
BRMBOK
WHAT DOES
THE
STRATEGIC
BRM
CONTRIBUTE
?
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BRM Impact
• Assess Value Ability Maturity
• Business Value Ability Model
BRMBOK
• Assess Relationship Maturity
• Business Relationship
Maturity Model
BRMBOK
• Becoming a Value-Focused
Organization
• Value-Focused Organization
Workshop
BRM Institute
• Enhance BRM Competency
• CBRM®
BRMBOK
BRMBOK
WHAT DOES
THE
STRATEGIC
BRM
CONTRIBUTE
?
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BRM Impact
• Assess Value Ability Maturity
• Business Value Ability Model
BRMBOK
• Assess Relationship Maturity
• Business Relationship
Maturity Model
BRMBOK
• Becoming a Value-Focused
Organization
• Value-Focused Organization
Workshop
BRM Institute
• Enhance BRM Competency
• CBRM®
BRMBOK
BRMBOK
WHAT DOES
THE
STRATEGIC
BRM
CONTRIBUTE
?
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BRMBOK
WHAT DOES
THE
STRATEGIC
BRM
CONTRIBUTE
?
BRM Competencies
• Strategic partnering
• Context of the organization
ISO/IEC 20000-1 Clause 4
• Business IQ
• Business relationship
management
ISO/IEC 20000-1 Clause 8.3.2
• Portfolio management
• Service portfolio
ISO/IEC 20000-1 Clause 8.2
• Provider domain
• Service management system
ISO/IEC 20000-1 Clause 4.4
• Business transition
management
• Leadership and commitment
ISO/IEC 20000-1 Clause 5.1
• Powerful communication
• Awareness
ISO/IEC 20000-1 Clause 7.3
• Communication
ISO/IEC 20000-1 Clause 7.4
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ISO/IEC 20000-1
5.1 Leadership and
commitment
Top management shall
demonstrate leadership and
commitment with respect to
the SMS by:
h) communicating the
importance of effective
service management,
achieving the service
management objectives,
delivering value and
conforming to the SMS
requirements;
BRMBOK
• Capability, not process
• Convergence, not alignment
• Shared ownership, not accountability
• Creativity and innovation, not status quo
• Demand shaping, not demand management
• Leadership, not management
• Partners, not customers
• Partner, not providers
• Partnering model, not engagement model
• Value, not cost
• Value framework
• Value optimization, in addition to continuous
improvement
WHAT DOES
THE
STRATEGIC
BRM
CONTRIBUTE
?
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BRM Impact
• Assess Value Ability Maturity
• Business Value Ability Model
BRMBOK
• Assess Relationship Maturity
• Business Relationship
Maturity Model
BRMBOK
• Becoming a Value-Focused
Organization
• Value-Focused Organization
Workshop
BRM Institute
• Enhance BRM Competency
• CBRM®
BRMBOK
BRMBOK
WHAT DOES
THE
STRATEGIC
BRM
CONTRIBUTE
?
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ISO/IEC 20000-1
5.1 Leadership and
commitment
Top management shall
demonstrate leadership and
commitment with respect to
the SMS by:
d) ensuring that what
constitutes value for the
organization and its
customers is determined;
BRMBOK
WHAT DOES
THE
STRATEGIC
BRM
CONTRIBUTE
?
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BRM Impact
• Assess Value Ability Maturity
• Business Value Ability Model
BRMBOK
• Assess Relationship Maturity
• Business Relationship
Maturity Model
BRMBOK
• Becoming a Value-Focused
Organization
• Value-Focused Organization
Workshop
BRM Institute
• Enhance BRM Competency
• CBRM®
BRMBOK
BRMBOK
WHAT DOES
THE
STRATEGIC
BRM
CONTRIBUTE
?
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BRMBOK
WHAT DOES
THE
STRATEGIC
BRM
CONTRIBUTE
?
ISO/IEC 20000-1
4.1 Understanding
the organization and
its context
The organization
shall determine
external and internal
issues that are
relevant to its
purpose and that
affect its ability to
achieve the intended
outcome(s) of its
SMS.
NOTE The word “issue” in this context can be
factors which have a positive or negative impact.
These are important factors for the organization
in the context of its ability to deliver services of
an agreed quality to its customers.
Business Relationship Management Institute, Inc.
BRM Body of Knowledge (BRMBOKTM)
Copyright and all rights reserved
Material from this publication has been reproduced with the permission of the BRM Institute
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ISO/IEC 20000-1
5.1 Leadership
and commitment
Top management shall
demonstrate leadership and
commitment with respect to
the SMS by:
a) ensuring that the service
management policy and
service management
objectives are established
and are compatible with the
strategic direction of the
organization;
BRMBOK
WHAT DOES
THE
STRATEGIC
BRM
CONTRIBUTE
?
Business Relationship Management Institute, Inc.
BRM Body of Knowledge (BRMBOKTM)
Copyright and all rights reserved
Material from this publication has been reproduced with the permission of the BRM Institute
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If you have any questions or feedback, please do not hesitate to contact me:
Ronn.Faigen@apmg-international / +1 (0)781-275-8604
Copyright 2019 - APM Group - All rights reserved
Editor's Notes
Hello to everyone who is joining our webinar today, Evolving from Service Management to Driving and Ensuring Value. I appreciate you carving some time out of your day to be with us.
Let’s start with a quick agenda . . .
I am Ronn Faigen, Partner Relations Manager for APMG and it is my pleasure to kick off today’s session.
I am joined by today’s guest speaker, Mr. Mart Rovers, principal at Interprom. We will learn more about Mart in just a few minutes.
Following Mart’s presentation, we will have a brief Q&A, time permitting, before closing today’s session.
A couple of housekeeping items before we begin.
We are recording this webinar and will make the recording and slides available after the webinar.
If you have a question, please type it into Questions window in the panel on your screen.
And we would love to get your feedback. You can send any comments or suggestions to me, and I will be sure to direct them to the right person, or reply if that is the appropriate response.
Let’s start with a look backward . . .
For those of us who don’t like to publicly admit how long we have been in the workforce, we have seen quite an evolution in the world of IT.
Watch an old movie and you will see that an IT installation once looked like this; large loud machines, spinning tape drives, punch card devices . . .
And there are probably some of you out there who don’t know what a punch card is, so . . .
Let me show you . . .
OK, done with that. I’ll let you Google what you actually had to do with these things.
The point is that IT used to be very much a support function, living in a climate controlled back room, separated from the main lines of the business and because it took so long for new applications to come on stream, IT very often had to catch up to where the business wanted to be.
Today, IT is The Business.
Technology has found its way into the most commonplace scenarios. In this case, grocery shopping.
We almost take it for granted that “there is an app for that.”
This is the journey from Service Management to Driving Value.
Service Management is important. Critical. The point here is not to downplay the need for solid service management processes and execution.
The point is that Service Management alone means IT is still separate from the business. It may be aligned with the business, but it is not CONVERGED with the business.
It is critical for competitiveness that we move from service management to driving value.
BRM has its own journey, from acting in an ad hoc fashion to becoming a strategic partner. The culture of the organization must evolve to one of shared ownership for the real benefits to be realized.
Navigating this journey is where the guidance from the Bus. Rel. Mgmt. Inst. Becomes essential. The diagram here is of the Bus. Rel. Maturity Model, just one element of the information available from the B.R.M.I.
But let’s move forward to more in depth information on how to move from Service Management to Driving and Ensuring Business Value.
To do that, I am delighted to introduce Mart Rovers.
Mart Rovers is the President of InterProm USA Corporation and of ITSM Manager Inc. He is a Board Member of the Arizona ITSM Professionals and currently serves as the President of the ISO/IEC 20000 Special Interest Group.
Mart has over 30 years of experience consulting and training in IT Service Management, Information Security Management, Enterprise Risk Management and IT Governance.
He holds the ITIL® v3 Expert certification along with ISO/IEC 27001 Professional and Internal Auditor certifications. He is an accredited instructor for Business Relationship Management (BRMP and CBRM), ISO/IEC 20000, ISO/IEC 27001, COBIT, VeriSYM, and ITIL training courses.
Mart is also the author of the “ISO/IEC 20000 – A Pocket Guide
With that , I will turn the program over to Mart.
Thanks Mart! I am sure that the webinar attendees got as much out of that great information as I did. As someone who has been in the workplace for 40 years now, I can attest that one of the few advantages of growing older is having a bit of personal history and understanding how skills such as BRM came about.
I would encourage people to visit the APMG web site and download a Q&A paper we did with Mart, where he discusses not only the evolution of the BRM role, but also provides his thoughts on the value it provides to the business enterprise.
I also enourgage you all to download a second Q&A paper we did with Jim Brusnahan, who speaks to how BRM was implemented within Johnson Controls and the impact it has on their business.
And of course please be sure to look at the BRM Institute web site for more information on Business Relationship Management.
With that, we will sign off. I wish to thank Mart for the time has taken to prepare and deliver todays’ topic, and to thank all of you for taking the time out of your day to join us.
I wish you a good remainder of your day!