APMG International Webinar
The Business Relationship Management
Professional Certification
Friday June 20, 2014
14:00 EST
...
Agenda
• Welcome & introduction
– Ronn Faigen, General Manager – US, APMG International
• BRM Professional Training for IT...
Peter Lijnse
Peter is an experienced IT Service Management
professional with in-depth knowledge of IT
Strategy, IT Service...
Business – IT Alignment
Little less conversation, little more action please
The Question
• ITIL!!?? BRM!!??
• Services!!??
• Function!!??
• Role!!??
• Process!!??
BRM in the ITIL Strategy book
BRM through
Lifecycle
If you ever opened a
Service Strategy book
you might have seen
this…
IT strategy,
policies, plans
Se...
Business Relationship Management
Institute
To inspire, promote, and develop excellence in Business
Relationship Management...
BRM Professional Course
• 3 day course
• Organizational Capability and the Role
• Strategic / tactical focused
• Covers bo...
Target Audience
• Business Relationship Managers
• Strategic and Tactical
• CIOs
• Customer Relationship Managers
• Servic...
Content of BRM Professional Course
• BRM Organizational Capability
• Role of the Service Provider in BRM
• BRM Role
• Rela...
Engagement Model
Business Units IT
Strategic
Operational
Engagement
Connector
Navigator
Orchestrator
House of BRM
Demand vs Supply
Relationship Maturity
Portfolio Management
Potential
Value
Recognized
Opportunities
Missed
Opportunities
Delivered
Solutions
Suboptimal
Design
Implemented
Solutions
...
Alignment
• ITIL
• COBIT
• Managing Benefits
• P3O
People are hiring BRMs
People are hiring BRMs
Further information
• APMG-International:
– www.apmg-international.com
• Business Relationship Management Institute
– www....
International
About APMG International
• Global examination & accreditation institute
• Examination Institute (EI) for the AXELOS Global...
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Expanding the IT Service Management Profession: the Business Relationship Management Professional Certification

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Presentation slides from APMG International webinar on 20 June 2014 introducing the Business Relationship Management Professional (BRMP) certification. Supporting webinar recording available at www.APMG-International.com/webinars.

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Expanding the IT Service Management Profession: the Business Relationship Management Professional Certification

  1. 1. APMG International Webinar The Business Relationship Management Professional Certification Friday June 20, 2014 14:00 EST Presenter: Peter Lijnse, Service Management Art / BRM Institute Moderator: Ronn Faigen, APMG-International SUPPORTING WEBINAR RECORDING AVAILABLE AT: WWW.APMG-INTERNATIONAL.COM/WEBINARS
  2. 2. Agenda • Welcome & introduction – Ronn Faigen, General Manager – US, APMG International • BRM Professional Training for ITIL ATOs – Peter Lijnse, Managing Partner Service Management Art. • Q&A • Further information • Close
  3. 3. Peter Lijnse Peter is an experienced IT Service Management professional with in-depth knowledge of IT Strategy, IT Service Management, IT Governance and Business Relationship Management. Peter’s background includes extensive training and consulting , working with clients in North America, Europe, and Asia. Peter’s areas of expertise include, amongst others, Business Relationship Management, IT Service Management (ITIL) Consulting and Education, COBIT, IT Governance, IT Organizational Design and Transformation. Peter is a Managing Partner at Service Management Art in Calgary, Alberta, Canada
  4. 4. Business – IT Alignment Little less conversation, little more action please
  5. 5. The Question • ITIL!!?? BRM!!?? • Services!!?? • Function!!?? • Role!!?? • Process!!??
  6. 6. BRM in the ITIL Strategy book
  7. 7. BRM through Lifecycle If you ever opened a Service Strategy book you might have seen this… IT strategy, policies, plans Service portfolio management Demand management Financial management for IT services Service level management Service catalogue management Availability management Capacity management IT service continuity management Change management Service validation and testing Release and deployment management Change evaluation Request fulfilment Incident management Information security management Service provider* Business relationship management Business relationship management through the lifecycle Service strategy • Identify stakeholders • Define outcomes • Specify strategic requirements and funding • Define business case • Validate patterns of business activity Service, contract, customer, application and project portfolios Customer Opportunity Service design • Validate customer requirements • Validate patterns of business activity • Confirm costs and funding • Ensure appropriate customer involvement in design activities Service transition • Coordinate customer involvement in ST processes • Schedule customer involvement in training and awareness • Validate release schedules • Awareness of known errors Service operation • Communicate scheduled outages Request for change Complaint Complaint handling • Updates on major incidents • Escalation Continual service improvement • Report service performance Compliment Compliment handling • Customer satisfaction surveys • Facilitate reviews on ability to meet strategic objectives • Initiate service improvement plans * Only a sample of activities and processes are illustrated Coordinateappropriateresponsetocustomerrequirements Coordinatemarketing,sellinganddeliveryactivities
  8. 8. Business Relationship Management Institute To inspire, promote, and develop excellence in Business Relationship Management across the globe, leading to outstanding business value for organizations and professional fulfillment of every individual member of the BRM community.
  9. 9. BRM Professional Course • 3 day course • Organizational Capability and the Role • Strategic / tactical focused • Covers both Utility and Warranty • Relationship Maturity
  10. 10. Target Audience • Business Relationship Managers • Strategic and Tactical • CIOs • Customer Relationship Managers • Service Delivery Managers • Project Managers
  11. 11. Content of BRM Professional Course • BRM Organizational Capability • Role of the Service Provider in BRM • BRM Role • Relationship Management • Strategic Partnerships • Value Management • Business Transition Management • Communication
  12. 12. Engagement Model Business Units IT Strategic Operational Engagement Connector Navigator Orchestrator
  13. 13. House of BRM
  14. 14. Demand vs Supply
  15. 15. Relationship Maturity
  16. 16. Portfolio Management
  17. 17. Potential Value Recognized Opportunities Missed Opportunities Delivered Solutions Suboptimal Design Implemented Solutions Suboptimal Deployment & Operation Realized Value Suboptimal Measurement, Accountability & Organizational Capability Misaligned Value System Value Harvesting
  18. 18. Alignment • ITIL • COBIT • Managing Benefits • P3O
  19. 19. People are hiring BRMs
  20. 20. People are hiring BRMs
  21. 21. Further information • APMG-International: – www.apmg-international.com • Business Relationship Management Institute – www.BRMInstitute.org http://www.linkedin.com/company/apmg-international @APMG_Inter Contact details: – Ronn Faigen: Ronn.Faigen@apmg-international.com / +1.781.275.8604
  22. 22. International
  23. 23. About APMG International • Global examination & accreditation institute • Examination Institute (EI) for the AXELOS Global Best Practice portfolio (ITIL® , PRINCE2® , MSP® , etc) • Extensive portfolio of professional management certification schemes aimed at improving business processes, capability and results • Work with key industry partners (e.g. AXELOS, IAITAM, IPMA, ISACA, itSMF, DSDM Consortium) to promote best practice • 300+ Accredited Training (ATOs) and Consulting (ACOs) organizations with 1500+ approved trainers and consultants • 18000+ candidates per month • Full details at www.APMG-International.com

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