For years we have been talking about Business-IT alignment and to be honest limited organizations have successfully accomplished that. In most organizations the relationship is “dry”, which causes friction. We are getting to the point where we need to realize that the love between the Business and IT requires more than just alignment… we need to make sure that the fusion between business and IT is well lubricated to avoid friction. Les Amantes - Rene Magritte This presentation will focus on the strategic role of the Business Relationship Manager and how that role can be used to lubricate the Business IT Love.

1. Business-IT Love Requires
Lubrication"
Peter Lijnse
Managing Partner
Twitter:
@PeterJLijnse
Blog:
www.lijnse.com"
proven experience • proven tactics • proven success
© Service Management Art 2013"

2. Les Amants - Magritte"

3. Business Relationship Management Institute"
www.brminstitute.org!
Twitter: @BRMInstitute!
"
""Business Relationship Management
Institute (BRMI) is a leading training,
certification and professional development
organization that serves the Business
Relationship Management professional
community and corporations. " ""

4. Topics"
Business-IT Relationship Management
Organizational Capability"
"
Business Relationship Manager Role"
"

5. Business – IT Organizational
Capability"
The Challenge"

6. Business IT Alignment"
Strategic Alignment focuses on activities to
achieve cohesive goals across IT and the
Business"
"
Achieving alignment is evolutionary and
dynamic"
"
J. Luftman"

7. Current situation"
Business
Rela+onship
Management
Enterprise
Governance
of
IT

8. Strategic Alignment (Luftman, 1999)"
ENABLERS"
• Senior executive support
for IT"
• IT involved in strategy
development"
• IT understands the
business"
• Business-IT Partnership"
• Well-prioritized IT
projects"
• IT demonstrates
Leadership"
INHIBITORS"
• IT/Business lack close
relationships"
• IT does not prioritize well"
• IT fails to meet
commitments"
• IT does not understand
the business"
• Senior executives do not
support IT"
• IT Management lacks
Leadership"

9. Business Demand/Provider Supply
Maturity
Demand
Ž
Improve
Business
Effec5veness
Level

Business
Efficiency
Support
Level
2
Business
Needs
•
•
•
•
Level
Œ
Founda+on
systems
Cost
savings
Opera+onal
informa+on
Func+onal
orienta+on
•
•
•
•
•
Con+nuous
strategy
and
planning
Converge
business
and
IT
Expand
and
extend
infrastructure
Enable
flexibility
and
agility
Embrace
‘Consumeriza+on
of
IT’
Level
2
IT
Focus
Business
network/process
redesign
Enable
business
and
partnerships
Management
informa+on
Process
orienta+on
Level
1
Business
Needs
•
•
•
•
Level
3
IT
Focus
Business
growth
and
Innova+on
Rapid
reconfigura+on
capability
Market
informa+on
Business
integra+on
orienta+on
•
•
•
•
•
Establish
common
IT
infrastructure
Build
IT
credibility
Improve
solu+on
delivery
Establish
Enterprise
Architecture
Respond
to
‘Consumeriza+on
of
IT’
Level
1
IT
Focus
•
•
•
•
Provide
basic
systems
and
services
Stabilize
opera+ons
and
support
Improve
service
delivery
IT
management
fundamentals
Supply
Time
Focus
is
Demand
Management
Level
•
•
•
•
Focus
is
Supply
Management
Level
3
Business
Needs
“Tac+cal”
BRM
Innovate
Business
Transforma5on
“Strategic”
BRM
Value

10. “If you want to
improve the
relationship with
the business you
need someone to
lubricate that
relationship”!
© Service Management Art 2013"
istockphoto

11. Business Relationship Manager"
The Role"
"

12. What Is a Business Relationship Manager?"
This role:"
Sits at intersection of service provider and business partner"
S+mulates,
surfaces
and,
shapes
business
demand
for
maximized
value
Is
a
Member
of
both
business
and
provider
management
teams

13. Business Relationship Manager activities"
Demand Shaping
Aligning business expectations with service provider offerings and
(service) portfolio"
Exploring
Identifying and rationalizing demand"
Servicing
Ensuring the service provider understands the value, outcomes, costs
and risk"
Value Harvesting
Realizing Value realization, waste reduction, measuring value"

14. Demand Shaping"
How does demand enter the value chain?"
"
How are decisions made when demand
exceeds supply?"
"
How do we handle demand changes?"
"
How is the backlog of demand tracked?"

15. Exploring"
What demand is not on the radar and should
be?"
"
How much can we invest in exploring?"
"
How do we break down demand in workable
initiatives?"
"
How can we innovate while operating the
current services?"

16. Servicing"
How do we ensure that through use of the
services the value is realized?"
"
How do we ensure the service provider
understands the value of the services they
deliver?"
"
How do we maximize business value, while
taking into account risk and cost?"

17. Value Harvesting"
Where do we see waste in the value chain?
How do we reduce waste?"
"
How do the stakeholders participate in
realizing value?"
"
How is value measured and monitored?"

18. Role Clarity"
With different IT groups"
"
"

19. Role of the BRM"
Service Status!
"
-Requirements
-Definition
-Analysis
-Chartered"
Business
Analyst
Enterprise
Architecture
Project
Management
-Design"
-Development"
Applica+on
Development
-Build"
-Test"
-Release"
-Operational / Live"
-Retiring"
-Retired"
Service
Level
Management
Service
Delivery
Manager
Applica+on
Management
Service
Desk

20. Portfolio Management"
Service Status!
"
-Requirements
-Definition
-Analysis
-Chartered"
-Design"
-Development"
-Build"
Project
PorUolio
-­‐ Programs
-­‐ Projects
Service
PorUolio
Service
Pipeline
Service
Catalogue
-Test"
-Release"
-Operational / Live"
-Retiring"
-Retired"
Re+red
Services

21. Business Demand/Provider Supply
Maturity
Demand
Ž
Improve
Business
Effec5veness
Level

Business
Efficiency
Support
Level
2
Business
Needs
•
•
•
•
Level
Œ
Founda+on
systems
Cost
savings
Opera+onal
informa+on
Func+onal
orienta+on
•
•
•
•
•
Con+nuous
strategy
and
planning
Converge
business
and
IT
Expand
and
extend
infrastructure
Enable
flexibility
and
agility
Embrace
‘Consumeriza+on
of
IT’
Level
2
IT
Focus
Business
network/process
redesign
Enable
business
and
partnerships
Management
informa+on
Process
orienta+on
Level
1
Business
Needs
•
•
•
•
Level
3
IT
Focus
Business
growth
and
Innova+on
Rapid
reconfigura+on
capability
Market
informa+on
Business
integra+on
orienta+on
•
•
•
•
•
Establish
common
IT
infrastructure
Build
IT
credibility
Improve
solu+on
delivery
Establish
Enterprise
Architecture
Respond
to
‘Consumeriza+on
of
IT’
Level
1
IT
Focus
•
•
•
•
Provide
basic
systems
and
services
Stabilize
opera+ons
and
support
Improve
service
delivery
IT
management
fundamentals
Supply
Time
Focus
is
Demand
Management
Level
•
•
•
•
Focus
is
Supply
Management
Level
3
Business
Needs
“Tac+cal”
BRM
Innovate
Business
Transforma5on
“Strategic”
BRM
Value

22. Business IT Love requires Lubrication"

23. Peter Lijnse
Twitter:
@PeterJLijnse
Blog:
www.lijnse.com"
proven experience • proven tactics • proven success
© Service Management Art 2013"