This week has seen some fantastic conferences taking place around the world, including the Service Desk Institute, the Helpdesk Institute and itSMF Norway.
I’d like to thank the Service Desk Institute for inviting me to facilitate an interactive session on how the Service Desk and business relationship management fit together. Working with a group of about 70 people, we looked at the value of the Service Desk and how BRM can contribute.
In this blog, you’ll find a summary of the input from the room. Thank you to everyone who attended and contributed.
We looked at a 5 step maturity model based on material from the BRM Institute. Delegates were asked to rate their current Service Desk provision from 1 (order taker) through to 5 (strategic partner).
I asked the group to consider the business benefits of being more mature and acting as a business partner. Some of the suggestions were:
Having a better Service Desk capability delivers huge benefits, and it can also make the Service Desk a much nicer place to work.
Next, we looked at some common complaints that Service Desks receive. The group were asked to focus on complaints, not the actual incidents that the Service Desk handles. The feedback from the room was:
Many of these suggest a gap between the level of service that the Service Desk can provide, and what their customer wants. Understanding customer requirements helps the Service Desk to build the business case for resources to meet them.
Next, we looked at why there is a gap between IT and the business. Some of the feedback included:
I also suggested that there might be some cultural issues at play. Does IT value its customers? Do we respect their opinion?
Finally, we looked at some practical ways to get to know your customer. The group contributed suggestions including:
I also suggested rotation days, better information sharing and knowledge bars – even if these are part time.
We closed the session with some suggestions on getting started, including analysing your existing relationships and working out where you need to be. More information on BRM can be found in the ITIL Service Strategy course and the BRM Professional course.
Of the organisations attending, many were doing BRM but not in a formal way or not across the whole organisation. Here at ITSM Zone, we’re seeing interest in BRM grow significantly in 2016, so perhaps I will see a different picture at SDI next year and find more organisations have formal BRM roles, processes and capabilities.