Archive for the ‘Process’ Category
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.
- Governance: Making sure the right people are accountable for addressing critical decisions
- Process management: The decision process is feasible and doable
- Organizational change management: Assuring people become comfortable and make their own the organization government processes, support business processes and human behaviour changes in order to make the most of technological solutions
Regarding the latter, Organizational change management, I call magic to the moment during a project when people adopt the subsequent change.
Here’s a take-and-share version of the previously mentioned ITIL
v32011 Processes throughout the Service Lifecycle. For a Visio version just email me (currently French – NEW! Thank you Richard Martin, English and Portuguese versions – keep them coming!).
[I’ve just removed the last spurious “Operations Management” entry. That’s a function. Also, I have a Portuguese (European) version. Volunteers for other languages? I can make them available from here. I’ve seen a version from Hong Kong (last page) broken link now…]
I’ve been reading “The Official Introduction to the ITIL Service Lifecycle Book” from Sharon Taylor. It’s a good read and quite an effective introduction to ITIL v3 (and an obviously cheaper one than the five ITIL v3 core books for 30£ the hardcopy or a bit more for electronic versions).
The tenth chapter gives a glimpse (more of a teaser actually) to the Service Management Model to be made available online on the ITIL Live web portal http://www.itil-live-portal.com/ as part of the dynamic complementary guidance that’s meant to keep ITIL up to date.
There’s a graphical view for the 27
processesentries spread along the Service Lifecycle (Figure 10.2, page 150). IT presents a broad perspective of where those processes intervene throughout the Lifecycle.