the beauty and simplicity of common sense business relationship management
TRANSCRIPT
Copyright © 2013 Tata Consultancy Services Limited
TCS Public
The beauty and simplicity of common sense Business Relationship Management
Andrea Kis
ITSM13 Andrea KisTCS Public
Themes
Introduction
BRM and ITIL
Personal relationships and BRM
How to become better at building relationships
Characteristics of a good BRM
Real life examples
Summary
ITSM13 Andrea KisTCS Public
Introducing your speaker
Service Management and Integration Consultant with strong practical experience and passion in service and business relationship management.
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ITSM13 Andrea KisTCS Public
Introduction
‘Business relationship management is a skill, an ability not a process or a job title.’
Andrea Kis
Takeaways
•Understand business relationship management from a non-process structured point of view•How to improve customer satisfaction by building relationships•Understand what lessons from personal relationships can be easily applied to interactions in BRM•Understand the characteristics value of good BRM
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ITSM13 Andrea KisTCS Public
BRM and ITIL
“Business Relationship Management aims to maintain a positive relationship with customers.
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ITIL Business Relationship Management identifies the needs of existing and potential customers and ensures that appropriate services are developed to meet those needs. “
ITIL v2011
ITSM13 Andrea KisTCS Public
IT and Business Relationship Management
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Shift in IT industry: From Provider to Peer
You need BRMs in all levels of your IT organisation
ITSM13 Andrea KisTCS Public
The Theory of Personal Relationships
The categories of personal relationships:
What ties us together?
What’s in it for me?
The focus must be on the relationship from the viewpoint of the customer rather than the service provider to provide real value for business.
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ITSM13 Andrea KisTCS Public
Relationship types
Pseudo relationship
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Committed relationship
Ad-hoc relationship
Don’t fall into the trap of ‘fake relationships’
ITSM13 Andrea KisTCS Public
BRM is like being in a relationship
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Treat your partner right• Be fair and
honest with them
Build their trust• Show them you
care
Listen to your
partner
Treat them like a
valued partner
Show them their
feedback and opinion
matters
Be open about your mistakes
Take responsibility regardless
of the outcome
ITSM13 Andrea KisTCS Public
Six competencies of relationship building
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1. Inspire
2. Influence
3. Develop
4. Initiate change
5. Manage conflict
6. Establish teams and collaboration
ITSM13 Andrea KisTCS Public
Depths of competencies - Inspire
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To be able to inspire, you will need to have:
Passion Purpose Listening Meaning Ability to communicate
ITSM13 Andrea KisTCS Public
How to become better at building relationships
Be personal and honestBe a good listenerBuild relationships at all
levels in any scenario Manage expectationsEngage in sharing a common
goal
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ITSM13 Andrea KisTCS Public
Characteristic of a good BRM
Someone who:
Defines trust in an IT organisationBuilds and maintains trusted, long term relationships
Is a valued member of Business and IT leadership teams
Is a strategic partner of the businessUnderstands and interprets the true business
need and demand- 13 -
Common sense
ITSM13 Andrea KisTCS Public
Characteristic of a good BRM
Someone who has:
Broad knowledge of industries and businessesExcellent knowledge of technologies and trends
- 14 -Common sense
ITSM13 Andrea KisTCS Public
Real life examples
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Macmillan Nurses and Disaster
Recovery
Red vs. Green The Business
Perception of IT SLA’s
ITSM13 Andrea KisTCS Public
BRM Institute
“... BRM is both an organizational role and a competency–one that can be held by business and service provider professionals whether or not they are assigned to a Business Relationship Management role...”
http://brminstitute.org/
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ITSM13 Andrea KisTCS Public
Summary
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BRM is a skill
BRM is a competency
BRM can be a role
BRM can be performed without a role
BRM is understanding business demand and need
BRM is common sense
ITSM13 Andrea KisTCS Public
Q&A
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Thank you for listening
Twitter: @AndieKisLinkedIn: http://www.linkedin.com/in/andiekis