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ITSM News Roundup: Why Business Relationship Management Matters

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A successful IT department is not an island, isolated within the company, but rather is fully integrated. That’s why Business Relationship Management (BRM) is so essential—it allows other departments to have a firm understanding of the services and functions IT can perform for them, while also providing IT with insight into the company’s needs. Find out more about how BRM can help IT departments build strong partnerships throughout the company, and work toward broad business-wide goals, in this week’s ITSM news roundup.

Tweet this: In this week’s ITSM News Roundup: What BRM IS and what it’s NOT


Looking for a definition of business relationship management? Instrumental BRM Consultants discusses BRM allows IT and business partners (sales, marketing, production, etc.) to build strong relationships, implement strategic leadership, ensure business needs are met, and allow partners to understand what IT can deliver.

Review what BRM is—and is not.

Relationships That Matter to the BRM

Over at the BRM Institute, Vaughan Merlyn of The Merlyn Group defines the four relationships that lead to successful BRM: relationships with business partners, external relationships, purpose-based relationship networks, and relationships with other BRMs.

Find out more about the four relationships that matter to the BRM.

The Need to Link Incident Categorization and BRM

It’s not enough to have a single incident category, argues Ivor MacFaralane in ITSM.Tools. Instead, help desk analysts should be able to link tickets to a business process. Integrating business relationship management this way provides a window into business goals are disrupted by incidents.

Learn more about the need to link incident categorization and BRM.

Tweet this: In this week’s ITSM News Roundup: Is it enough to have a single incident category? 

How to Develop Business Acumen in the IT Workforce

At Gartner, Kasey Panetta writes about the need for CIOs to shift away from a top-down management style, and adopt a conversational style instead. Doing this improves performance, and connects the IT department to larger, company-wide goals.

Find out why it’s important to develop business acumen in the IT workforce.

Convergence, Alignment…Are They Really That Different?

Starla Borges of the BRM Institute offers up sports analogies to pinpoint the difference between convergence and alignment: a hockey team, where players work in sync, is similar to convergence, whereas roller derby, where players move in the same direction, without insight into other players’ activities, is similar to alignment. For businesses, convergence—which eliminates chaos—can be the better choice.

Get the lowdown on the differences between convergence and alignment.


Cherwell is proud to partner with Sollertis to further improve BRM, both technically and strategically. The Sollertis Business Relationship Management (BRM) mApp solution delivers strategic BRM capabilities to senior professionals of service provider business units and organizations (IT, HR, Facilities etc). The mApp contains primary capabilities covering business strategy, business outcome, business unit and business initiative lifecycle management through to business processes and kpi’s, complaints, improvement register, risk register and business engagements.

Visit Sollertis and learn more today.

Don’t miss out on the latest news in IT service management. Check out each installment of Cherwell’s ITSM News Roundup.


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