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Troy DuMoulin, VP, Research, Innovation & Product Development

Troy is a leading ITIL® and IT governance 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 acronym’s like ITIL, 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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Wednesday, November 02, 2011

Practitioner Radio Episode 15 - Business Relationship Management

IT Shops have 3 front doors to handle demand: Business Relationship Management, Service Catalog and The Service Desk

With the ITIL 2011e release BRM has been elevated to stand on its own as the strategy process and role for establishing and managing business requirements and expectations.

Join Chris and I as we look at the evolution of the BRM role through the various versions of ITIL to its current placement as the customer engagement front door for Service Strategy and Portfolio Management.

Business Relationship Management - Practitioner Radio Episode 15 from ServiceSphere on Vimeo.

Show Notes:

  • Chance meeting with Gary Case!
  • Every Practioner Radio gets copied, why is that?/li>
  • Business Relationship Manager
  • Supplier Management for ITIL Podcast
  • Do you start by training a business person to learn IT or do you take an IT person and teach them to talk business?
  • What types of KPI’s do you put around the job of Business Relationship Manager (the secret is in the sales department)
  • Demand Management Podcast
  • Service Owner vs. Account Manager vs. Business Relationship Manager
  • The Evolving Service Organization Whitepaper

Troy’s Thunder Bolt Tip of The Day:  Every relationship can benefit from the wise counsel of a liaison, arbitrator or counselor. The Business Relationship Manager enables clear communication and collaboration between the business and IT.

Troy’s and Chris’s Thoughts What Are Yours?

“We’ve spent the last 30 years focusing on the T in IT, and we’ll spend the next 30 years focusing on the I.” ~Peter Drucker


To subscribe to Pink’s Podcasts on iTunes

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Posted by Troy DuMoulin on 11/02 at 04:13 PM
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Don't Panic

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