The beauty and simplicity of common sense …itsmf.org.nz/uploads/1/0/6/4/10649237/andrea_kis.pdfBRM itSMF New Zealand Conference 2014 TCS Public Introduction ‘Business Relationship

Copyright © 2014 Tata Consultancy Services Limited

TCS Public

May 2015

The beauty and simplicity of common sense Business

Relationship Management

BRM itSMF New Zealand Conference 2014

TCS Public

Introducing your speaker

Andrea Kis Service Integration

and Management

(SiaM) Consultant

5 years in

IT

Service Desk

12 years in

ITSM 5 years in

Service

Delivery

SIAM

Consultant

Passion for

BRM

Linguistics

Photography

Book

Collection

iPad/iPhone

Art

Insatiable

Curiosity


TCS 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


TCS Public

Introduction

‘Business Relationship Management is a skill, an ability not just 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


TCS Public

BRM and ITIL

“Business Relationship Management aims to maintain a

positive relationship with customers.

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


TCS Public

Shift in IT industry: From Provider to Peer

You need BRMs in

all levels of your IT

organisation

Mission

Peer

Partner

Promoter

Business Relationship

Provider

Lead the

Business

Enable

Change

Stimulate

Demand

Manage

Supply

Contractual Advocacy Joint Goals Strategy

Driven


TCS Public

The Theory of Personal Relationships

The categories of interpersonal 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.


TCS Public

Relationship types

Ad-hoc

relationship

Pseudo relationship

Committed

relationship

Don’t fall into the trap of ‘fake

relationships’


TCS Public

BRM is like being in a relationship

Be fair and

honest with

them

Show them

you care

Build their

trust

Listen to your

partner

Be open about

your mistakes

Treat them like

a valued partner

Show them

their feedback

& opinion

matters

Treat your

partner right

Take responsibility

regardless of

the outcome


TCS Public

Six competencies of relationship building

Inspire

Influence

Develop

Initiate change

Manage conflict

Establish teams and

collaboration

2

4

3

1

5

6


TCS Public

Depths of competencies - Inspire

To be able to inspire, you will need to:

Have Passion

Have a Purpose

Be able to Listen

Have a Meaning

Be able to communicate

2 3

1

5 4


TCS Public

How to become better at building

relationships

Be personal and honest

Be a good listener

Build relationships at all levels in any scenario

Manage expectations

Engage in sharing a common goal


TCS Public

Characteristic of a good BRM

Defines trust in the

organisation

Builds and maintains

trusted, long term

relationships

Is a valued member of

Business and IT

leadership teams

Is a strategic partner of

the business

Understands and

interprets the true

business need and

demand


TCS Public


Broad knowledge of industries and businesses

Excellent knowledge of technologies and trends



TCS Public

Real life examples

Red vs. Green –

The Business

Perception

of IT SLA’s and

Service Performance

Macmillan Nurses and

Disaster Recovery


TCS 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/


TCS Public

Summary

BRM is

Skill

Performable

without

a job title

Competency

Common

Sense

Understanding

Business

Demand

Role


TCS Public

& A

Q


TCS Public

THANK YOU FOR LISTENING

Twitter: @AndieKis

LinkedIn: http://www.linkedin.com/in/andiekis

Documents

The beauty and simplicity of common sense …itsmf.org.nz/uploads/1/0/6/4/10649237/andrea_kis.pdfBRM itSMF New Zealand Conference 2014 TCS Public Introduction ‘Business Relationship