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The IT Service Management Experts

Troy's Blog

The Hitch Hiker's Guide to the IT Galaxy and Beyond
Don't Panic



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Troy DuMoulin, VP, Research & Development

Troy is a leading ITIL®, IT Governance & Lean IT authority with a solid and rich background in Executive IT Management consulting. Troy holds the ITIL Service Manager and Expert certifications and has extensive experience in leading IT Service Management (ITSM) programs with a regional and global scope.

He is a frequent speaker at IT Management events and is a contributing author to multiple ITSM and Lean IT books, papers and official ITIL publications including ITIL’s Planning To Implement IT Service Management and Continual Service Improvement.


The Guide

"This blog is dedicated to making sense out of the shifting landscape of IT Management. Just when we thought we had a good handle on managing technology, the job we thought we knew is being threatened by strange acronyms like ITIL, Lean, Agile, DevOps, CMMI, COBIT, ect.. Suddenly the rules have changed and we are not sure why. The goal of this blog is to offer an element of sanity and logic to what can appear to be chaos."

Hitch Hiker's Guide to the Galaxy

"In many of the more relaxed civilizations on the Outer Eastern Rim of the Galaxy, the Hitch Hiker’s Guide has already supplanted the great Encyclopedia Galactic as the standard repository of all knowledge and wisdom, for though it has many omissions and contains much that is apocryphal, or at least wildly inaccurate, it scores over the older more pedestrian work in two important respects.

First, it is slightly cheaper: and secondly it has the words DON’T PANIC inscribed in large friendly letters on its cover."
~Douglas Adams


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PR 65 - Enabling Strategic Engagement With Business Relationship Management

Navigating The Complexities and Tiger Traps Of Service Provisioning

All human relationships are complex and fraught with challenges related to bias, expectations and emotion. Perhaps one of the most challenging relationships of all to maintain in a long term positive light is the relationship of service provider and consumer. Challenging in that often both parties in this specific relationship paradigm expect to come out of the experience having gained something of value, often with one side feeling as they have come away with the better deal.

However any long term relationship needs to be based on trust, integrity and mutual respect. The Business Relationship Manager plays a critical role as a connector, orchestrator and navigator in respect to finding a way to bring a win / win for both parties.

Join George, Jack and Troy as they discuss the positioning, purpose and critical nature of the Business Relationship Management role, context, certification and Global Professional Association.

Show Notes:

  • Why has it been so Long!
  • PinkFORUM Leadership Event
  • Jack introduces the New Business Relationship Management Course
  • Service Providers and Business Partner Relationships
  • What exactly is Business Relationship Management?
  • The BRM is a Connecting Point (Point of Contact - Working Channel)
  • Shaping Vision - Translating
  • Universal Translator - Babel Fish
  • How does the business see IT as a provider?
  • Does your BRM suffer from the Stockholm Syndrome?
  • BRM Maturity Model
  • The problem with parachuting BRM’s into a Liaison role without support structures
  • BRM Metaphors: The Connector, The Orchestrator, The Navigator
  • Practitioner Radio 37 Portfolio Mgmt. Trains, Tunnels and Plate Spinning
  • Demand Shaping & Filtering (The Funnel, Filter & Valve)
  • Where do BRM’s come from?
  • Need the ability to influence and facility based on trust / credibility
  • BRM’s require a great deal of Emotional Intelligence
  • CIO’s function as a Strategic BRM
  • The BRM Certification from APMG
  • The Business Relationship Management Institute

George’s, Jack’s & Troy’s Thoughts What Are Yours?

“The Semantic Web isn’t inherently complex. The Semantic Web language, at its heart, is very, very simple. It’s just about the relationships between things.” ~Tim Berners-Lee

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Posted by Troy DuMoulin on 11/04 at 05:04 PM






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