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"

With thanks to our slides sponsor, CA Technologies

Try Nimsoft for free at

ca.com/NSD-trial