"Complaint Dept" by Life As Art at Flickr - some rights reserved
Business Relationship Management (BRM) is a ISO/IEC 20000 process from the Relationship group that is not described in ITIL v3.
It’s objective is: To establish and maintain a good relationship between the service provider and the customer based on understanding the customer and their business drivers.
Gary Hardy from ITGI wrote the article “ITGI Enables ISO/IEC 38500:2008 Adoption” (available only to ISACA members) putting the case for using mostly CobiT and ValIT from ITGI portfolio in order to enable IT Governance according to ISO 38500 (it goes through all the six principles and three main tasks described on the standard).
[Found it reading the crystal clear and highly recommended “The journey towards enterprise governance of IT” by Geoff Harmer]
Ponte Vecchio - Crowd, by Tom Stardust at Flickr - some rights reserved
According to Hornbill’s study report written by Mauricio Marrone (published September of 2009), the main barriers to ITIL adoption are (barrier with most responses at the top):
These barriers depend on that fundamental little element on organizations: People. Whence, IT management and IT Governance must align execution and responsibility with envolved people to make sure producing relevant outcomes on time does happen. (more…)
1. It’s not technology – it’s [IT] service management
2. It’s not the last word – it’s a reference, a good place to start
3. It does not teach how to do it – rather guides on what to do
4. It is not a tool – it is responsibilities, activities, results… it does need tools
5. It’s not instantaneous – it is gradual (for humans!)
6. It is not magic – just reusable common sense
7. It is not peaceful – it always goes with organizational change
[update: There’s now an excellent Portuguese version of these seven “not” statements by Rubens Ranginha in his blog. Bem haja Rubens!]
Now you can receive instant updates of this blog via Twitter by following @itilblues.
After reading Seth Godin’s post on twitterfeed now I’m using it too – excellent service indeed.
ITIL Blues 