Peter%Lijnse%
The%Business/IT%love%requires%lubrica8on%
Peter Lijnse Managing Partner
Twitter:
@PeterJLijnse
Blog:www.lijnse.com"
Business-IT Love Requires Lubrication"
proven experience • proven tactics • proven success
© Service Management Art 2013"
Les Amants - Magritte"
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. " ""
Topics"
Business-IT Relationship Management Organizational Capability"
"Business Relationship Manager Role"
"
Business – IT Organizational Capability"
The Challenge"
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"
Current situation"
Business'Rela+onship'Management''Enterprise'Governance'of'IT'
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"
Time'
“Tac+cal”'BRM
'“Strategic”'BR
M'
Business'Efficiency'
Level'1'IT'Focus'• Provide'basic'systems'and'services'• Stabilize'opera+ons'and'support'• Improve'service'delivery'• IT'management'fundamentals'
Business'Effec5veness'
Business'Transforma5on' Level'3'Business'Needs'
• Business'growth'and'Innova+on'• Rapid'reconfigura+on'capability'• Market'informa+on'• Business'integra+on'orienta+on'
Level'3'IT'Focus'• Con+nuous'strategy'and'planning'• Converge'business'and'IT'• Expand'and'extend'infrastructure'• Enable'flexibility'and'agility'• Embrace'‘Consumeriza+on'of'IT’'
Demand'
Supply'
!''
Level'
"''Level'
Level'
#''
Supp
ort'
Improve'
Inno
vate'
Value'
Level'2'IT'Focus'• Establish'common'IT'infrastructure'• Build'IT'credibility'• Improve'solu+on'delivery'• Establish'Enterprise'Architecture'• Respond'to'‘Consumeriza+on'of'IT’'
Level'2'Business'Needs'• Business'network/process'redesign'• Enable'business'and'partnerships'• Management'informa+on'• Process'orienta+on'
Level'1'Business'Needs'• Founda+on'systems'• Cost'savings'• Opera+onal'informa+on'• Func+onal'orienta+on'
Focus'is'Sup
ply'Managem
ent'
Focus'is'Dem
and'Managem
ent'
Business Demand/Provider Supply Maturity
© Service Management Art 2013"
“If you want to improve the relationship with the business you need someone to lubricate that relationship”!
istockphoto'
Business Relationship Manager"
The Role""
What Is a Business Relationship Manager?"
Sits at intersection of service provider and business partner"
This role:"
S+mulates,'surfaces'and,'shapes'business'demand'for'maximized'value'
Is'a'Member'of'both'business'and'provider'management'teams'
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"
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?"
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?"
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?"
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?"
Role Clarity"
With different IT groups"""
Role of the BRM"Service Status!"-Requirements-Definition -Analysis-Chartered"-Design"-Development"-Build"-Test"-Release"-Operational / Live"-Retiring"-Retired"
Enterprise'Architecture' Project'
Management'
Applica+on'Management'
Business'Analyst'
Service'Desk'
Applica+on''Development'
Service'Level'Management' Service'Delivery'
Manager'
Portfolio Management"Service Status!"-Requirements-Definition -Analysis-Chartered"-Design"-Development"-Build"-Test"-Release"-Operational / Live"-Retiring"-Retired"
Project'PorUolio'V Programs'V Projects'
Service'PorUolio'
Service'Catalogue'
Re+red'Services'
Service'Pipeline'
Time'
“Tac+cal”'BRM
'“Strategic”'BR
M'
Business'Efficiency'
Level'1'IT'Focus'• Provide'basic'systems'and'services'• Stabilize'opera+ons'and'support'• Improve'service'delivery'• IT'management'fundamentals'
Business'Effec5veness'
Business'Transforma5on' Level'3'Business'Needs'
• Business'growth'and'Innova+on'• Rapid'reconfigura+on'capability'• Market'informa+on'• Business'integra+on'orienta+on'
Level'3'IT'Focus'• Con+nuous'strategy'and'planning'• Converge'business'and'IT'• Expand'and'extend'infrastructure'• Enable'flexibility'and'agility'• Embrace'‘Consumeriza+on'of'IT’'
Demand'
Supply'
!''
Level'
"''Level'
Level'
#''
Supp
ort'
Improve'
Inno
vate'
Value'
Level'2'IT'Focus'• Establish'common'IT'infrastructure'• Build'IT'credibility'• Improve'solu+on'delivery'• Establish'Enterprise'Architecture'• Respond'to'‘Consumeriza+on'of'IT’'
Level'2'Business'Needs'• Business'network/process'redesign'• Enable'business'and'partnerships'• Management'informa+on'• Process'orienta+on'
Level'1'Business'Needs'• Founda+on'systems'• Cost'savings'• Opera+onal'informa+on'• Func+onal'orienta+on'
Focus'is'Sup
ply'Managem
ent'
Focus'is'Dem
and'Managem
ent'
Business Demand/Provider Supply Maturity
Business IT Love requires Lubrication"
Peter Lijnse
Twitter:@PeterJLijnse
Blog:
www.lijnse.com"
proven experience • proven tactics • proven success
© Service Management Art 2013"
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