Insiderby Paul Wigzel, BRM Contributor Network / September 11th, 2024

So, when thinking of Service Management, think of Cola because ITIL is the biggest and best-known soft drink brand. Usually when people ask for ‘a coke,’ what they mean to say is ‘they want a cola. Similarly, most people talk of ITIL when they really mean ‘excellent customer services.’ Before we delve further, let’s first dispel a certain myth – ITIL is about IT. This is false, though it was true in the 1980s/90s when ITIL first emerged as the Information Technology Infrastructure Library, but since then, technology (IT) has pervaded every aspect of consumerism and business interfaces.

Insiderby Svetlana Sidenko, BRM Contributor Network / August 21st, 2024

Municipalities today face a myriad of challenges that hinder their ability to drive meaningful transformation and deliver value to their communities. From transformation spending that fails to bring about real change to a non-collaborative culture and functional silos, the obstacles are numerous and complex. In this context, the role of Business Relationship Management (BRM) becomes critical. Misunderstanding business needs is a common plight. Inadequate stakeholder engagement creates a disconnect between the solutions delivered and the community’s actual requirements. This gap is particularly problematic without a framework for value recognition. Without metrics and frameworks to measure and demonstrate the value of initiatives, it becomes challenging to justify investments and sustain stakeholder support.