In the sixth module of the BRMP training from ITSM Zone I was introduced to Provider
Domain Knowledge. One of the topics which it deals with specifically is Service
Management. What some might find interesting (and some not) is that it refers
to ISO/IEC 20000 for a definition of a service, which states “A means of
delivering value to customers by facilitating outcomes customers want to
achieve without the ownership of specific costs and risks.”
The important thing to note is that services are co-created.
Unlike products which are physically delivered and made from raw materials,
services are dynamic interactions between a customer and a service provider. This
concept of co-creation is one of the reasons that business relationship
management is required.
Notice the phrase “interactions between a customer and a
This is important because we need to improve the
relationships with those provide service to if we are going to position
ourselves as trusted partners down the road. This is more like a marathon than
a race so we continually need to work on building trust as we provide
exceptional service over time.
All this is good but while you are working to achieve business
outcomes it will be the business who will ultimately determine if the service
you are providing is valuable. In some cases where metrics are more subjective,
let’s say for customer perception of value, this is a bit trickier and not
something that can be as easily measured on a graph. In my opinion this is
where business relationship management shines.
The key for the business relationship manager is to
understand that the value is not defined by the provider. This is where we as
providers may have failed in the past. The value is determined by the customer
who is looking for a mix of features including objectives which are not always
financially driven. We also must be scalable to change, since the value that
customer is looking for likely will change over time and around varying
If you have read any of the other posts from my series on
the BRMP training you are starting to see a theme. We, whether we are BRM’s,
service management practitioners or some other role are working with the
business to really understand what they need and actually live in that
For more information check the BRMI and consider membership to
reap the full benefits available.
Feel free to send me questions, comments or any other
Follow me on Twitter @ryanrogilvie or connect with me on LinkedIn
Labels: BRM, BRMP, Business Relationship Management, business value, ITSM, Training