business relationship manager
Post on 18-Oct-2014
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DESCRIPTION
An introduction to the first in a new series of books that looks at best practice guides to key IT roles. The book covers skills, responsibilities and career progression for those interested in or already pursuing a career in business relationship management. http://www.bcs.org/brmanagerTRANSCRIPT
BCS GUIDES TO IT ROLES: Business Relationship Manager
Business relationship management
The process responsible for maintaining a positive relationship with customers, identifying customer needs and ensuring the service provider is able to meet these needs with an appropriate catalogue of services.
Information Technology Infrastructure Library (ITIL®)
ITIL is a Registered Trade Mark of AXELOS Ltd.
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The role of a BRM…
• Varies from maintaining a relationship to one that is deeply engaged in the business of the customer
• Is critical to the success of the IT service provider and its customer
• Is fundamental to getting IT services and the business into line with each other
BCS GUIDES TO IT ROLES 3
Key skills, capabilities and knowledge
• Technical and professional skills− Stakeholder relationship management, account management, consultancy,
innovation, business analysis, project management
• Relationship and interpersonal skills− Conflict management, interpersonal skills, communication, negotiation
• Intellectual capability− Problem solving, analytical capability, lateral thinking, time management
• Local knowledge and skills− Culture and values, rules of engagement, legal/regulatory framework,
business processes and functions
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Key interfaces for the BRM…
• Request fulfilment• Service level management • Service portfolio management
• Service catalogue management
• Demand management• Transition planning and support
• Change management
• Capacity and availability management
• IT service continuity management
• Financial management for IT services
• Continual service improvement
• Information security management
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BRM art and good practice
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What this book includes
• An introduction to the Business Relationship Manager
• Tools, methods, techniques:− Standards
− Good practice frameworks, procedures and processes
− Tools and performance metrics
• Career progression and CPD
Plus…. • A week in the life of a BRM case study
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What this book includes
‘The definitive guide to BRM…plays a symphony in the depth and coverage of the human role in the context of process, systems, methods and technological change.’
Brian Scott MBCSIT Management Consultant and Chair the BCS SMSG
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These books will also be useful…
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www.bcs.org/bookshop
Coming soon…
BCS GUIDES TO IT ROLES
Careers in IT service management and information security
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www.bcs.org/ITroles