IT Governance

5 More Tips for Using BRM to Improve Service Levels

Business relationship management (BRM) just keeps on giving. Or in this case, Joe the IT Guy does. In a post at his website, he shares five more tips for improving the service experience with BRM:

  1. Shape your demand.
  2. Provide governance.
  3. Focus on value management.
  4. Plan for challenges.
  5. Express a unique value proposition (UVP).

Service with a Bigger Smile

BRM works together with demand management during the requirements stage of projects to ensure that the ensuing services developed for the project agree with current and future workloads. BRM can help here in multiple ways, including providing agile supply capabilities, and also, demand analysis is a component of monthly BRM review meetings.

BRM works at its best when bolstered by ample governance. Specifically, an enterprise IT board, a PMO, and an enterprise architecture council are the three pillars that will ensure IT decisions are made at the right level, in addition to providing many other benefits.

About the connection between BRM and value management, Joe writes this:

Value management within BRM looks to capture, optimize, and communicate the business value of IT service provider investments and capabilities – it’s a “flow” of demand-support and how new opportunities drive value for the organization.

And BRM good practice offers various steps for your IT organization to better articulate how its products and services deliver value (to the business) when selling new opportunities (such as new technology mechanisms for better external-customer engagement)…

Problems are bound to crop up in relationships, which is why BRM exists. Stay vigilant for common issues like value expectations that have not been met. And lastly, Joe says to craft a UVP for the sake of being able to make a compelling pitch for the value of BRM. A UVP includes a promise to the customer, emphasizes a track record of excellence, provides a branded service offering, and incorporates a strong point of view.

For deeper explanation of these concepts, you can view the original post here:

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