For some time now I have been looking at taking the BRMP
(Business Relationship Management Professional) course. For me scheduling was
typically the constraint as I was moving about working with different clients.
At the recent BRM Connect Conference sponsored by the BRMI this past May I committed to
completing the training this year, if time allowed. Fortunately the planets
lined up and I am able to take the training online with ITSM Zone. Over the next few weeks I will outline
a take away from the sessions and share them with you to illustrate what
business relationship management has to offer.
Module 1 Introducing BRM
After logging into the ITSM Zone training system I was
easily able to begin the course. In the introductory component one of the
lessons that resonated with me was the piece about the Business – Provider
The theme revolved around supply and demand. Unlike many
other maturity or capability assessments this one spoke to the business use of
services. One of the main functions is to shake out the maturity of the supply
capabilities from the provider as well as the business demand.
This is broken down into three levels of maturity:
In this initial level of business – provider maturity, demand
for services likely comes in from several business units or silos. This level
is very tactical and operational. I have worked in many organizations which
exist in this level. Because these organizations operate in this silo/tactical
manner, different teams used different tools to complete the same level of
work. While this seems counterproductive, we find that as we endeavour to ‘Keep
the lights on’ we continue to exist in this level until we can facilitate a
move to the next level.
In the next level we start to get away from the disparate
systems we saw in level one to get a better sense of overall integration from
the business perspective. We start to look at enterprise systems and
collaboration as compared to the silos from level one. Of course with this comes a new skill set
where in order to support business needs we as the provider need to have a
better sense of the business itself. Unfortunately I have worked at less of
these organizations. While none had a formalized BRM function as defined by a
particular role, each person understood that the need was there to work closely
with the business and there was a stronger presence of business analysis for
each corporate service which supported the business.
This strategic maturity level is where we as the provider
is working with the business to help them innovate and grow. It is at this
point we are looking to go the extra mile beyond what is capable from a
tactical perspective and be nimble enough to take advantage of opportunities
that level one or two are not agile enough to handle. Sadly I have not had the
opportunity to work for such an organization as yet but perhaps after this
training I will be able to help an organization get there.
How do you do that?
The challenge here is to understand that we need to shift
our thinking a bit. Like many improvement initiatives we see an increase in
results in the beginning but then we reach a plateau of some type. This
principal applies to many improvement initiatives. A good example of this is
people who exercise regularly. For them to take their workouts and results to
the next level they need to shock their muscles by doing something different
with the original outcome in mind. From a BRM perspective both the business and
the provider have to look at new ways of achieving goals. The trick here is to
balance supply and demand, and that we (business and provider) work together to
get to the next level.
Over the next few weeks I will post a new tidbit from the
training and how it relates to what I have experienced. Feel free to send me
questions, comments or any other feedback
Follow me on Twitter @ryanrogilvie or
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Labels: BRM, BRMP, Business Relationship Management, ITSM, Training