Following on from my trip to itSMF Norway last week, I wanted to share with ITSM Review readers my thoughts on Andrea Kis’ presentation on “The Beauty & Simplicity Of Common Sense Business Relationship Management”, along with some of the key pieces of advice that she presented.
This was a great presentation because it didn’t matter what part of IT you worked in, or even if you didn’t work in IT at all, the message was still applicable to you (even in our personal lives). Andrea explained the importance and benefits of creating a relationship with everyone that you meet. She also discussed how we MUST stop referring to IT and the business as two separate entities.
Advice from Andrea
Key takeaways and advice from her session included:
- Don’t refer to BRM as a process or a job title. It’s neither, it’s a skill
- Don’t underestimate how something very small can lead to a much larger problem. One small relationship issue between two colleagues can easily cause much larger issues for your overall service delivery
- You can’t implement BRM, it’s something you must practice every day
- The focus must always be on the relationship from the viewpoint of the customer. Just because you think the relationship is working smoothly doesn’t necessarily mean that they feel the same
- The little things matter. When delivering hard decisions if you have a relationship with the person you are delivering said decisions to it will be easier. They will trust you
- Always lead by example
The advice didn’t stop there though, and we will shortly be publishing an article on BRM direct from Andrea herself.
Other points of interest
What I found particularly interesting in this session was that nobody in the room seemed to be aware that BRM was in ITIL v2011. This confirmed my belief that we place too much emphasis on what we have always done (incident and change) and too little on new ideas.
Andrea finished off her session by naming the six competencies of relationship building. How many do you follow?
- Develop (relationships)
- Initiate change
- Manage conflict
- Establish teams and collaboration
As a piece of bonus advice for anyone reading this, I asked Andrea “if you could only provide one tip when it comes to BRM what would it be?”. Her response was “JUST DO IT. Stop questioning where to start and just do it”.
Think you’re good at relationship management? Did you stop for coffee on the way to work this morning? If so, do you remember what the person who served you your coffee looked like?