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Relationship Management for IT Professionals

Course: 902   Type: RealityPlus   Duration: 3 Days
Quick Enrol  

You Will Learn How To

  • Build a strong alignment between IT and the business
  • Plan a strategy that positions you as a trusted IT advisor to key stakeholders
  • Perform a current state analysis of IT's services, governance and culture
  • Choose IT projects that have a high likelihood of building trust
  • Create clear and effective service delivery agreements, including SLAs, MOUs and MOAs
  • Differentiate your internal IT services from competitive solutions

Course Benefits
A successful relationship manager will bridge the divide that often arises between a business unit and its IT department. In this course, you learn the best practices of an IT Relationship Manager (ITRM) for facilitating actionable IT solutions that provide value to the business and satisfy the needs of business stakeholders. You learn to take on the role of the trusted IT advisor who can align the needs of the business with IT services.

Who Should Attend
Business analysts, project managers, IT department managers, IT executives, business/IT liaisons or anyone who establishes, manages, and maintains the relationship between IT and the business.

RealityPlus
Extensive performance-based activities throughout this course immerse you in the role of an IT Relationship Manager. You gain practical experience in both the technical and social nuances of serving as a trusted IT advisor to the business. Activities include:
  • Experiencing trust firsthand through a dynamic simulation
  • Evaluating stakeholders to determine their level of influence and power
  • Uncovering and documenting an IT organisation's catalogue of services, including catalogue management
  • Recommending solutions to complex, simulated IT relationship problems
  • Negotiating and documenting business agreements using industry-standard formats
  • Collaborating with others to foster new ideas and innovations
  • Competing with simulated IT outsourcing vendors

Course Content
Overview of Relationship Management
  • Why organisations need an ITRM
  • Balancing the needs of IT and the business
  • What good alignment looks like
Principles for Aligning IT and the Business
The trusted IT advisor
  • Recognising what trust feels like
  • Defining trust in an IT organisation
  • The process for building trust
Role of the IT Relationship Manager (ITRM)
  • Discovering your strengths and weaknesses
  • Technical and social competencies of an ITRM
  • The ITRM life cycle
Determining IT's Current State
Internal Customer Relationship Management (IntCRM)
  • The Customer Relationship Management (CRM) Solution Pyramid
  • The IntCRM Model
Defining a catalog of services
  • Recognising IT services
  • The components of an ideal catalogue
  • Creating an initial catalogue from scratch
  • Ranking services with metrics
Mapping organisational governance
  • How IT gets things done
  • The governance diagram
Developing awareness of the organisational culture
  • Overcoming common IT relationship barriers
  • Applying tools for culture analysis
Building the Trusted Relationship
Knowing your stakeholders
  • Identifying business and IT stakeholders
  • Classifying the roles stakeholders play
Optimising the first meeting
  • Planning the meeting
  • Models for understanding people
  • Explaining the role of the ITRM
  • Confirming relationships and roles
  • Leaving with actions
Planning the relationship strategy
  • Creating a mini-CRM system
  • Analysing the relationship
  • Recruiting trusted teams
  • Forming the plan
  • Executing the strategy
Facilitating Actionable IT Solutions
Identifying opportunities for improvement
  • Capturing, prioritising and documenting business needs
  • Picking quick-win projects
Selling your solutions to the business
  • Translating IT speak to business speak
  • Creatively communicating your understanding of stakeholder pains
  • Linking IT solutions to pains
  • Negotiating agreements that support business requirements
  • Writing clear, tailored SLAs, MOUs and MOAs
Managing project handoffs
  • Relationship management vs. project management
  • The ITRM's role across the project life cycle
  • Creating and maintaining communication channels
  • Nurturing the relationship
Evaluating results
  • The CRM feedback loop
  • Integrating SLAs into balanced scorecards
  • Reporting and managing good and bad news
Winning Competitive IT Projects
Performing competitive analysis
  • Evaluating IT outsourcing and consulting solutions
  • Establishing your competitive advantage
Designing a strategy to meet customer needs
  • Conducting a modified SWOT analysis
  • Questions you should ask
  • Making a go or no-go decision
Responding to requests
  • Differentiating your services from your competitors'
  • Communicating your internal IT capabilities to the business
  

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Relationship Management for IT Professionals
Course Schedule
10 - 12 Sep, 2008
London
10 - 12 Dec, 2008
London
11 - 13 Mar, 2009
London
 
RealityPlus
For more information, click here.

£ 1,395 - Standard Tuition
Savings Plans
£ 810 - 10-Day Training Pass
£ 995 - Flex-Training Passport
£ 800 - Short Course Vouchers
£ 1,255 - Alumni Gold Tuition

 
RealityPlus: Increasing Value Through Performance-Based Training
 
Customer Service or Enrol: 0800 282 353 or +44 1372 364610