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Monday 9th November 2009

Stream

Lessons Learned

Time

 15.30 - 16.10

Title

Relationship Management -
an evolving story

Presenter

 Connor O'Brien & Wendy Owen
Eversheds LLP

About the Presentation

 Over the last 2 years, whilst we have been implementing ITIL and ISO20000, we have struggled to find real world examples of best practice in the implementation of Business Relationship Management.

Consequently, through trial and error, we have made some mistakes and achieved some success along the way, and would like to share our experiences with you.

In the session we are going to cover the Birth and Growing Pains of BRM in Eversheds, with particular reference to where we were at those stages, the business drivers for change, the approach we took, the successes and the lessons we learnt.

As we move into Adolescence, we will update you with our current thinking and where we are going next.

About the Speaker

Conor O'Brien

Conor joined Eversheds in December 2001 and is a member of the IT Senior Management Team. He has overall responsibility for 3 key areas of Service Delivery and Operations. These are Data Centre and Network Services, IT Training & Relationship Services and Service Delivery (ITIL Operations).

Wendy Owen

Wendy has a background in National Account and Business Relationship Management with Unilever, before a career change 12 years ago took her into IT training. She joined Eversheds in 2004 initially to centralise the IT training function and provide a more consistent and high quality service across all 10 UK and 3 International offices.

 

Following a restructure within our IT Department in 2008, Wendy’s role was extended to include the newly defined Service Relationship Management function. This new function is challenged with improving the operational relationship with the business by capitalising on the already strong IT Training relationship.

 

Wendy owns the Customer Service Excellence programme, which is designed to align IT services with business requirements. As well as working closely with the outsourced partner and Service Delivery Manager to manage Service escalations, communication plans for all aspects of ongoing IT work are drafted and implemented from within the Service & Relationship team.