I’ve been really busy these past several months: first of all developing Sysop course material for the new ITIL® Practitioner course, getting it accredited, getting qualified myself and finally delivering the initial outings of, what is becoming, a really useful and very practical course.
It has also set me thinking about our Business Relationship Management Workshop. The Practitioner syllabus and material has made me reconsider many of the practical areas of IT service management and how organisations can make sense of the documented best-practice and successfully adopt and adapt it to the benefit of their the employer organisation.
I have absolutely no doubts about the importance of the Business Relationship Management (BRM) role to the successful provision of IT services but I do wonder if the artificial segregation of the business and IT into customer and service provider is the most effective way of handling this critical relationship.
The Practitioner material does at least recognise two models of service provision – covering outsourced as well as insourced IT. In all it stresses the importance of stakeholder management and communication – vital activities regardless of which model is most appropriate for you as a service provider.
A key objective of the IT Service Management training that we offer is to foster an increased awareness of business priorities within the IT service provider organisation. Taking account of the key messages from the Practitioner material will add considerable value to our current BRM workshop and help bring ever close our ultimate goal of everyone taking ownership of the business, its mission and its goals?
This will certainly keep me busy over the summer months!