Business Relationship Management

• The objective of Business Relationship Management is to establish and maintain a good relationship between the service provider and the customer based on understanding the customer and their business driver s. The customer business drivers could require changes in SLAs and thus becomes input into service improvement opportunities.
• The objective of supplier management is to ensure the provision of seamless, quality services. This will require monitoring, measuring and review ing the performance of IT suppliers.

Management decisions and corrective actions should take into consideration the findings in the service reports and should be formally communicated.

ISO/IEC 20000 defines a requirement for continual improvement on the effectiveness and efficiency of service delivery and management. This is done through management establishing policies, objectives and the need for continual improvement. ISO follows the Plan–Do–Check–Act cycle. Checking involves monitoring, measuring and analysing, and acting is the continual improvement.

COBIT®

Control Objectives for Information and Related Technology (COBIT) is a globally recognized and adopted controls-based, value and risk management framework used to support overall IT governance. COBIT is a flexible framework that needs to be aligned to an organization’s business requirements. It can be used by management, consultants and auditors to:

• Define the IT control s needed to minimize risks and add business value – and hence the development of a fit-for-purpose IT governance framework
• Create an IT measurement and CSI framework which is aligned to the business goals for IT
• Assess and audit against IT governance and ensure that IT governance aligns with overall enterprise governance.
• COBIT supports CSI in three ways:
• COBIT defines processes to support CSI
• COBIT provides maturity model s that can be used to benchmark and drive CSI
• COBIT provides goals and metric s aligned to the business goals for IT, which can be used to create an IT management dashboard.

Дата добавления: 2015-10-02