The document summarizes a NetHope Africa Chapter meeting held in Nairobi, Kenya in June 2017. It provides background on Yves Monsenepwo's experience as the Regional IT Coordinator for IRC in Central and West Africa. It also briefly describes Business Relationship Management and its purpose of ensuring alignment between business and IT needs. Finally, it outlines some of the services provided by IRC's Business Relationship Management team to support relationships between regional, country, and local IT teams.

1. NetHope Africa Chapter Meeting –
Nairobi June 2017
June, 2017

2. 2
Rescuing lives worldwide !
people whose
lives have been
upended by war,
conflict and
natural disasters
in countries
where people
don’t have the
support they
need to recover
from crisis
within 72 hours,
staying to help
countries
stabilize and
people rebuild
their lives
refugees
welcomed by the
United States,
helping them to
succeed and
thrive
40+ countries, 28 US cities : 11,000 Employees Worldwide

3. 3
Yves Monsenepwo, is currently a Regional IT Coordinator in charge of 10
countries where IRC operates in Central and West Africa since 2011. Before
working with the IRC, Yves filled the same Regional position for Catholic Relief
Services (CRS) for 4 years, after having been IT Manager in 2 other International
NGO’s for 5 years (MSF and GIZ). Yves has an extensive experience in the
areas of System Administration and Network Administration, IT infrastructure
planning and Management, Satellite and HF communication, WIFI and WIMAX.
Yves is has several certifications including ITIL, GVF, Cisco, Microsoft, CODAN,
iDirect VNO and Hub Management.

4. 4
Business Relationship
Management – BRM
(short review)

5. 5
Information Technology Infrastructure Library (ITIL) is a
set of detailed BEST PRACTICES for IT service
management (ITSM) that focuses on aligning IT services
with the needs of business.
Business Relationship Management (BRM) is a newly
defined process introduced in ITIL 2011
ITIL : Foundational Principles for ITSM

6. 6
https://brm.institute/
Business Relationnship Management Institue

7. 7
• To establish and maintain a business relationship between the service
provider and the customer (internal and external)
• To identify customer needs and ensure that the service provider is able to
meet these needs
• Ensure high level of customer satisfaction
• Establish a formal complaint and escalation procedure for the customer
• Articulate Business requirements for new services or changes for existing ones
Purpose, Objectives and
Scope
BRM ensures that customer expectations do not exceed what they are
willing to pay for, and that the service provider is able to meet the
customer’s expectations before agreeing to deliver the service.

8. 8
Why IT within Organizations
Need Business Relationship
Management

9. 9
Illustration of some of the disconnect between IT and Business

10. 10
A Man in a Balloon (MB) is lost and in trying to get find his way, fortunately sees a
Man on earth (ME).
MB: where am I?
ME : you are in a Balloon and 300 feet off the Ground, with a Latitude of 3deg N.
and Longitude of 45deg W.
MB (is exasperated): do you work in IT
ME : Yes. How did you know?
MB : Well, I asked you a question, you answered me and it’s damn not helpful.
ME : do you work in the Business?
MB : Yes, how did you know?
ME : Well, you asked me a question and I gave the most scientific and accurate
response. And it doesn’t seem to be what you wanted, and somehow it is my fault.

11. 11
Challenges :
What does the Business think about IT :
• IT Takes too long to anything
• IT does not understand our needs and
requirements
• IT is too expensive
• IT always seems to tell us NO to our
requirements.
What does IT think about the Business :
• Business constantly changes their mind
about what they want
• Business does not understand what we
do in IT
• Business comes up with IT solutions
and does not ask us what we think
• Business uses outside IT help instead
of us.
BRM Role :
• BRM stimulates, surfaces and
shapes business demand for
the IT Dept.
• BRM acts as translator,
diplomat and liaison between
Business and IT
• BRM turns IT into a Strategic
partner of the Business

12. 12
IRC 2020

13. Doc ID
13

14. Doc ID
14
IT Solutions as IRC2020 Enabler
1. Technology is becoming even more important in how we deliver programs
for the people we serve and in our operations.
2. IT Transformation will improve or replace our systems so that they meet
our needs – now and in the future.
3. IT and Business have agreed to follow a work frame aimed at delivering
IT services in the below Key Business Areas.
Finance Systems
Supply Chain Systems
Measurement Data
HR Systems
Revenue
Collaboration
BRM
Infrastructure Team
Applications Team
Service Desk
Support Team
External Vendors

15. Doc ID
15
How do we do it ?
• BRM Team members with Business:
• Regularly Visit Country Offices to meet
Country Offices Business Units face to
face in order to discuss and understand
Business needs (new and existing) and
provide updates on current projects
• Organize Trainings on new solutions,
platforms and processes and expose IT
capabilities and limitations.
• Regularly sends Communications on
upcoming events, processes changes,
deployments, Major incidents
• Organize Webinars on a quarterly Basis
(Quarterly Presentation) to brief
Regional and Country Senior
Management Teams about planned
projects for the quarter.
• The Director of BRM visits each region
every year.
• BRM Team members with IT:
• Have Daily Short meetings with
Infrastructure Team to learn about
major incidents to insure that
Customers are informed if need be
• Have Bi-Weekly calls with IT Services
Leads to learn about projects
progress and collect updates to
feedback the Business with.
• Work with IT Projects Portfolio Team
to insure that the projects timeline
factor in Business constraints and
that resources are properly allocated
and To align demands with the
Portfolio Managers.

16. Doc ID
16
Business Relationship Management Group Initiatives
Priority Communications:
1. Quarterly IT Strategy Update calls to regional senior management per
region
2. Monthly IT country/USP office status updates via email
3. Participation at Senior Management Team (SMT) conferences
2x/year/region
4. Local IT conference annually
5. Weekly calls with local IT/points of contact

17. Doc ID
17
Proposal
Approved
Request
Approved
Demand Management Steps
Requested
Project*
 Basic
Description
Proposed Project
 Determine
priority, scope,
needed
resources, etc.
Active Project
 Fully scoped,
scheduled and
resourced
List of Project
Requests
Portfolio of
Active Projects
Request
Generated
1 2 3
IT department
staff member
submits request
in Clarizen
BRM Reviews for
comprehensive
IT directors review
project request
during weekly
Demand Mgmt Mtg
& decide go/no-go
to stage 3
PM/Project
owner creates
Project Concept
*Project should consist of eight (8) hours or more of effort with clear start/end date
STEPWHO&WHAT
0
IRC staff member
has idea & talks
with someone in
IT
BRM serves as
point person as
needed
IT directors
review project
concepts & decide
go/no-go
w/project
WHERE
IT/ORB Project
Request
Project Concept
*save to Box and link to
Clarizen Project
List of Project
Requests
4
PMO
manages
project in IT
portfolio
Future State:
Staff submit
request
directly?
Future
State:
BA/BSA?

18. Doc ID
18
IT 2020: Project Deployment Roadmap (CLARIZEN)
Legend
Design
Pilot
Deploy
Strategy Project
Dependent on Core-ERP Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
ERP
ERP Selection & Contracting
BvA
Core Financial Systems Y
P2P
Inventory & Fleet Management Y
SC Planning Y
Reporting and Data Warehousing Y
Finance Time & Effort Management
US Payroll
Measurement Data
COMET
Comet - Individual Data
Data Warehouse Y
Revenue
CRM2/3
CRMUK (Done with CRMphase 3)
Awards Management
HCM
Workday Optimization
Workday HR Currently Live Countries
Workday Core HR Rollout
Applicant Tracking (Short Term Solution if necessary)
Applicant Tracking Long-Term Solution
Learning Management
Global Payroll
Absence Management (New)
Communication & Collaboration
Skype for Business
Intranet
Document Management
Social Collaboration
Foundational IT (See Detail for Projects Listing)
Incremental FTE's:
IRC IT
IT Consulting
HQ Staff
Field Staff
Incremental Cost per Fiscal Year ($MM)
12-15
10-15
5-7
25-35
6-8
4-6
2-3
6-8
FY 2016 FY 2017 FY 2018 FY 2019
$6 - $8 $12- $14 $12 - $14 $6 - $8
6-8
8-10
2-3
3-5
12-15
15-20
4-6
15-20
Office 365 (email)
SLA's - IT Scorecard
Operational Service Catalog
Information Security
IT Service Management
Cloud Hosting & Migration
Global Connectivity
IT Governance
Current IT 2020
focal projects:
• Office 365
• ERP selection
• Intranet
• BVA
• Global
Connectivity

19. Doc ID
19
IT Business Relationship Management Team Services
Regional
Management
•Manage regional
relationships
•Ensure IT strategy and
rollout/ pilot
sequencing aligns with
local needs and
capacity
•Communicate regular
IT updates to regional
and country/office
mgmt
•Provide coaching &
training to local IT
•Assist with recruitment
of local IT
•Influence regional
budgets
IT Training &
Communications
•Define standards for
training delivery and
approach
•Develop IT training &
support materials
•Conduct end-user
training
•Support regional team
on training curriculum
to local IT
•Support IT in
standardized
communications
Application Support
•L2 remote and
deskside support for
core business
applications
•Support development
of application help
collatoral
Quality Control
•QA testing of all
software applications –
custom and configured
•QC testing for all
infrastructure projects
(service coming soon)

20. Doc ID
20
IT Business Relations Team BRM Team
Programs
Director IT
Business
Relations
Regional IT
Coordinator-
Francophone
(Yves)
Regional IT
Coordinator
-
Anglophone
(David)
Regional IT
Coordinator
- ACME
(Ronnel)
Regional IT
Coordinator
– SRR
(Imad)
Local IT
Officer (x N
countries)
Local IT
Officer (x N
countries)
Local IT
Officer (x N
countries) Training
Specialist –
COMET
(Micah)
Regional IT
Coordinator
- USP
(Ben G)
Engagemen
t & Training
Officer
(Sebastian)
Training &
Support
Manager
(Kelli)
Quality
Control
Manager
(Tabasum)
QA Analyst
(TBH)
Infra QC
Analyst
(TBH)
Application
Support
Manager
(Carlos)
BVA/ERP
L2
(TBH)
Local IT
Assistants
(x N
countries)
Local IT
Assistants
(x N
countries)
Local IT
Assistants
(x N
countries)
Local IT
Officer (x N
countries)
Local IT
Assistants
(x N
countries)
Local IT
Officer (x N
countries)
Local IT
Assistants
(x N
countries)

21. Doc ID
21
Working Groups Under NetHope
Rachael Beard, Director BRM / IRC.
- Building the Capacity of the Local IT staff members
- Think through a new IT Org Chart for NGO’s
- Bring Training materials and Platform within Nethope about BRM for the
IT Leadership Teams

22. Doc ID
22
ASANTENI