it relationship management - webinar

© FvL 2015 - page 1 Fred van Leeuwen– Managing IT Relationships

Improve Business-IT Alignment

By Implementing Strong Relationship Management

Raising IT-image, Boosting Value-Creation

By Fred van LeeuwenInventor of the Bridge-approach, connecting IT to Business

The Webinar Will Start Shortly


Housekeeping

• Slides will be available on our SlideShare page, link will be emailed to you

• Recording of the webinar will be available to download, link will be emailed

• Take the time to complete post-webinar survey that will pop up at the end

• You can type your questions throughout the session• Time will be allocated in the end for the speaker to

address your questions


About The Speaker

Fred van Leeuwen is an international authority in the field, who consults with clients for practical IT improvement on a daily basis. He has written thought-provoking publications on the subject and has lectured on nearly all the continents, sharing his experiences with IT Directors, CIOs and other board members.

Fred is a much sought-after speaker and author. His latest publications include a book on improving the IT function and articles on IT governance and on the role of the board in IT value generation.


Session content

• Why IT Relationship Management?• Goals & KPI’s• Aligning with the IT Governance• Good and bad RM practices• Organising it, competency requirements


Why? Lack of vitamin R

Strategiclevel

Structurelevel

Operationslevel

• governance principles• architectures• plans: objectives & resources

mechanisms for:• communications• planning & contracting• execution & control

specific events:• contract renewal• project request• change request• routine request• fault

We deal with content: ... while neglecting relation:

stakeholders did:

• not agree to content• agree by mouth, but not by heart• agree, but misunderstand

participants in the process:• each their own pressures• no idea what their counterpart is faced with• from different planets• stuck in us-them mode


Why? Amidst all IT improvement actions, lowering the Bridge is a Quick

Win

Lowering the bridge = Developing the IT department’s Emotional Intelligence

the IT organisationclients& board


Objectives

Objectives for the IT Relationship Manager:

Provide real added value (IT value / cost ratio)

Ensure the desired image of the IT Dept

Achieve ‘commercial’ KPI-s• volume (revenue/margin, or simply cover cost)• apply the whole service portfolio• have market position


Business Governance (after Mintzberg)

Mintzberg’s Proto-Types:1. The Simple Structure2. Machine Bureaucracy3. Professional Bureaucracy4. Divisional structure5. Adhocracy

Whatever Business Governance you work in, it is crucial to:• Deliver real business value• Ensure a positive image of the

IT dept• Be aligned


IT GovernanceVarious ways to organise the internal market

1. IT dept has the internal monopoly. Business depts have no authority to buy external IT services, except through the IT dept.

2. The IT dept has the right to offer. Business depts can choose to contract external IT services by themselves, provided they give IT dept the opportunity to offer as one of the competitors.

3. Use of the IT dept is optional. Business depts have the authority to contract IT services the way they want, as long as they obey the company’s IT Strategy & -Architecture.

In case 3, the IT dept should -in its turn- have the right to sell its services to external customers as well.

In case 2, this could be the case.

© FvL 2015 - page 10

Fred van Leeuwen– Managing IT Relationships

Bad and good RM practices

Dont’s:• Having a dedicated RM dept or RM job title.• Teethless RM.• RM handling all communications in the Relationship.• The client is always right.

Do’s:• RM should be a role, not a job title.• RM should be IT MT member (or similar status)• Service Mgrs obliged to act, when RM so requires• RM mode of operation is situation dependent.• Client = King, as long as he behaves like a king!

© FvL 2015 - page 11


Focusing communications

business organisationIT organisation

CIO

IT director

IT strategic staff

service manager

relationship mgr.

innovation leader

custom project ldr

standard project ldr

operator

helpdesk

Board member

strategic staff

BU director

BU info manager

BU MT member

superuser• contractor• functional owner• expert user

user

outputs

approved strat. & struct. contentproposed strategic level contentproposed structure level content

service contract

new designimplemented change

executed job

recovered fault

resolved user problemd o i n g t h i n g s

o r g a n i s i n g t h i n g s

© FvL 2015 - page 12


Situation dependent modes of operation

business organisationIT organisation

CIO

IT director

IT strategic staff

service manager

relationship mgr.

innovation leader

custom project ldr

standard project ldr

operator

helpdesk

Board member

strategic staff

BU director

BU info manager

BU MT member

super-user• contractor• functional owner• expert user

user

RM modes of operation:

• communicating• managing comm’s process• contracting• securing performance

© FvL 2015 - page 13


Organising RM roles in the IT Mgt Team

CIO orIT Director

Mgr IT Operations

Mgr of CIO-Office

Mgr IT Infras

Mgr IT Apps

FacilitiesHRM

CEO

BU Mgr Real Estate

BU Mgr Retail

BU-Mgr Leisure

Finance

11

2

3 4 5 24 5

3

13

all IT ServicesRM ensuring all IT services contribute towards

desired IT-image within real Estate.Mgr Op’s is empowered over his colleague MT-

members who are providing their services.

© FvL 2015 - page 14


Conclusions

1. RM, if done well, has an immediate positive impact.

2. Internally, RM is ambassador of the client.

3. It only works, when the whole IT organisation is committed towards client service.

4. RM needs excellent communication skills, sufficient content knowledge (business and IT).

it relationship management - webinar

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