APMG International Webinar

The Business Relationship Management Professional Certification

Friday June 20, 2014

14:00 EST

Presenter: Peter Lijnse, Service Management Art / BRM InstituteModerator: Ronn Faigen, APMG-International

SUPPORTING WEBINAR RECORDING AVAILABLE AT: WWW.APMG-INTERNATIONAL.COM/WEBINARS

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

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

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

Serviceportfolio

management

Demandmanagement

Financialmanagementfor IT services

Servicelevel

management

Servicecatalogue

management

Availabilitymanagement

Capacitymanagement

IT servicecontinuity

management

Changemanagement

Servicevalidation

and testing

Release anddeployment

management

Changeevaluation

Requestfulfilment

Incidentmanagement

Informationsecurity

management

Service provider* Business relationship management

Business relationship managementthrough 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 andproject 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 forchange

ComplaintComplainthandling

• 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

Coord

inate

ap

pro

pri

ate

resp

on

se t

o c

usto

mer

req

uir

em

en

ts

Coord

inate

mark

eti

ng

, sellin

g a

nd

delivery

acti

vit

ies

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.

BRM Professional Course

• 3 day course• Organizational Capability and the Role• Strategic / tactical focused• Covers both Utility and Warranty• Relationship Maturity

Target Audience

• Business Relationship Managers• Strategic and Tactical• CIOs• Customer Relationship Managers• Service Delivery Managers• Project Managers

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

Engagement Model

Business Units IT

Strategic

Operational

En

gag

em

en

t

ConnectorNavigatorOrchestrator

House of BRM

Demand vs Supply

Relationship Maturity

Portfolio Management

Value Harvesting

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.BRMInstitute.org

http://www.linkedin.com/company/apmg-international @APMG_Inter

Contact details:

– Ronn Faigen: Ronn.Faigen@apmg-international.com / +1.781.275.8604

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