BRM and Service management

Peter Lijnse

Peter lijnse

Managing Partner at Instrumental BRM

Member Knowledge Management Team

BRM Institute

plijnse@instrumentalbrm.com

Twitter: @PeterJLijnse

The need for Business – it convergence

Digital Transformation

Digital transformation is the change associated with the application of digital

technology in all aspects of human society

There is no VALUE in technology

There is value in the USE of technology

Value of technology

Importance of relationship management

Relationship Maturity Model

AdaptedfromBRMInstitute

BRM team vs. ITSM team

Different perspective

Outside – In

Vs

Inside - Out

Relationship management

Focus areas

STRATEGY PLAN BUILD/TEST RUN OPTIMIZE

BRM DrivesBusinessandITStrategy

Definesvalueofnewinvestments

Maintainsfocusonvalueduringbuildandtest

MonitorsBusinessValueandCommunicatesValue

DrivesBusinessOptimizationefforts

PM UtilizesStrategytodefineproject

Drives projectinitiative

Coordinatesbuildandtest

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SDM UtilizesStrategytoguideDelivery

Provides inputtonewinvestmentanddrivesOperationalChanges

ProvidesOperationalinput

ManagesDelivery(operationalchanges,incidents,measurements)

DrivesDeliveryOptimizationefforts

Path forward to delivering value

Every interaction is based on value

Business drivers to solutions

AdaptedfromBRMInstitute

Sources of value

Innovation

DecisionMaking

Transform theway to dobusiness

ImproveDecisionMaking

ProcessImprovement

Foundation

Improve process efficiency andeffectiveness

MaintenanceRisk Mitigation

Transform thecustomer

experience

Improve DecisionMaking for Customers

Improve customerinteraction

Internal External

Maintain customerexperience

Innovate

Improve

Run

Value discovery and creation

Ideas

ValuePlan

Opportunities

BusinessCase

Valu

e Di

scov

ery

Business Value Sources

BuildTest

Implement

Valu

e C

reat

ion

Approval

Updates

Value optimizationVa

lue

Opt

imiz

atio

n

ValueRealization

BusinessAs Usual

Value RealizedValue Optimization Team

CSI team versus value optimization team

Business focused vs. Technology focusedMeasurements

Different focusDifferent team

Understand different perspectives

VALUE LEAKAGE

Strategy and GoalsProducts, Services, Processes

Organizational DesignCompetencies and Skills Education and Training

CommunicationMeasurement and Reporting

To achieve value for the business BRM and ITSM need to

work together

Questions & Answers

WORKSHOPS and COURSES

BRM Certification Courses

Workshops

Coaching