Business Relationship Manager. Careers in IT Service Management.

191 Pages·2014·8.414 MB·English

by  Ernest Brewster

BUSINESS
RELATIONSHIP
MANAGER
BCS, THE CHARTERED INSTITUTE FOR IT
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that profession for the benefit of all. We promote wider
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strong membership includes practitioners, businesses,
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We deliver a range of professional development tools for
practitioners and employees. A leading IT qualification body,
we offer a range of widely recognised qualifications.
Further Information
BCS The Chartered Institute for IT,
First Floor, Block D,
North Star House, North Star Avenue,
Swindon, SN2 1FA, United Kingdom.
T [phone]
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www.bcs.org/contact
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BUSINESS
RELATIONSHIP
MANAGER
Careers in IT service
management
Ernest Brewster
© 2014 BCS Learning & Development Ltd
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Published by BCS Learning & Development Ltd, a wholly owned subsidiary of
BCS The Chartered Institute for IT First Floor, Block D, North Star House, North
Star Avenue, Swindon, SN2 1FA, UK.
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Paperback ISBN: 978-1-78017-250-7
PDF ISBN: 978-1-78017-251-4
ePUB ISBN: 978-1-78017-252-1
Kindle ISBN: 978-1-78017-253-8
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vi
CONTENTS
List of figures and tables viii
Author ix
1. INTRODUCTION 1
2. INTRODUCTION TO BUSINESS RELATIONSHIP
MANAGEMENT 6
3. THE BUSINESS RELATIONSHIP MANAGER 12
Goals and objectives 12
BRM responsibilities 20
Skills, competencies and knowledge 64
Interfaces and dependencies 106
4. TOOLS, METHODS AND TECHNIQUES 115
Standards 115
Good practice frameworks, procedures and
processes 121
Tools and information 128
Metrics and performance 135
5. CAREER PROGRESSION AND RELATED ROLES 146
Origins 146
Continuing professional development (CPD) 150
Career progression – where next? 151
6. A WEEK IN THE LIFE OF A BRM – A CASE STUDY 153
Context 153
A week in the life 156
References 172
Index 174
vii
LIST OF FIGURES AND TABLES
Figure 3.1 BRM scope 21
Figure 3.2 Trust and engagement 40
Figure 3.3 Skills Framework for the Information
Age (SFIA), version 5 76
Figure 3.4 BRM skills, capabilities and knowledge 106
Figure 4.1 BRM art and good practice 123
Figure 6.1 Weekly plan 171
Table 3.1 Core skills 86
Table 3.2 Secondary skills 95
viii
AUTHOR
Dr Ernest Brewster has over 30 years experience in IT,
including 20 years as a senior manager in various public
sector organisations, latterly as Head of IT at Fife Council,
one of Scotland’s largest local authorities with an estate
of over 15,000 personal computers and a network linking
several hundred separate sites.
Dr Brewster is a long-time champion of ITIL Service
Management, with a record of implementing ITIL good
practice in complex organisations. He is an expert in
strategy development, programme and project management,
business process re-engineering and public procurement.
Dr Brewster is an ex-member of SOCITM’s National Executive
Committee and a contributor to several of SOCITM’s MapIT
publications.
ix