Ernest Brewster has over thirty years’ experience in IT, including twenty years as a senior manager in various public sector organisations, latterly as Head of IT at Fife Council, one of Scotland’s largest local authorities with an estate of over 15,000 personal computers and a network linking several hundred separate sites. A long-time champion of ITIL service management with a record of implementing ITIL good practice in complex organisations, he is an expert in strategy development, programme and project management, business process re-engineering and public procurement. He is also a former member of SOCITM’s National Executive Committee and a contributor to several of SOCITM’s MapIT publications.

This is the definitive guide to business relationship management for all IT and business professionals. It takes some keynotes from ITIL and SFIA but plays a symphony in the depth and coverage of the human role in the context of process, systems, methods and technological change.

• 1. INTRODUCTION 2. INTRODUCTION TO BUSINESS RELATIONSHIP MANAGEMENT 3. THE BUSINESS RELATIONSHIP MANAGER Goals and objectives BRM responsibilities Skills, competencies and knowledge Interfaces and dependencies 4. TOOLS, METHODS AND TECHNIQUES Standards Good practice frameworks, procedures and processes Tools and information Metrics and performance 5. CAREER PROGRESSION AND RELATED ROLESOriginsContinuing professional development (CPD) Career progression – where next? 6. A WEEK IN THE LIFE OF A BRM – A CASE STUDY Context A week in the life