So far in this blog series, we have discussed what BRM is, the relationship between the client and information technology (IT), and the value behind it all. But let’s be honest, Rome was not built overnight. I want to discuss now the quality of these relationships you will form as a Business Relationship Manager. From the business partner’s perspective, you can see where you stand. This perspective clearly indicates what you may want to work towards, knowing there is room for growth in your relationship.

Just like anything in life, relationships mature and progress. A business partner’s relationship with a Business Relationship Manager grows and evolves over time. The BRM Body of Knowledge describes five maturity levels, beginning with Ad Hoc and ending with Strategic Partner. At Momentum, we acknowledge these maturity levels and cater our action plans to your needs.

Ad Hoc

Ad Hoc is the lowest level of maturity found in a BRM relationship. This is the infancy of a relationship and represents a solid starting point for many businesses. In an Ad Hoc relationship, the squeaky wheel will get fixed – the business partner who raises the most issues or escalates their concerns.

Many years ago, one of our consultants was tasked with documenting the issue resolution process for a legacy system. Step one was pretty obvious – identify the problem. Step two was also a no-brainer – submit a ticket to IT. However, this business partner had a strained relationship with their IT shop. The legacy system was full of issues and problems, and their needs weren’t being met. Unfortunately, many of those issues and problems were directly caused by step three – find a workaround. That was an Ad Hoc relationship.

In Ad Hoc maturity, a troubled relationship is understandable. Without the benefits of BRM, there is likely a disconnect between the business and IT. Frustration grows, and distrust is often the result. The Business Relationship Manager’s role is to fix this relationship and bridge the disconnect.

Order Taker

After Ad Hoc comes the Order Taker maturity level. The client understands how IT can help but wants to avoid a partnered relationship. An Order Taker maturity is more of a “don’t call me; I’ll call you” relationship.

For example, in a healthy help desk, the Order Taker maturity is their core function. End users will submit a ticket when they need something, and the help desk will work on that item. Tickets are generally resolved via a first in/first out manner, with adjustments if critical issues are submitted. In a help desk setting, this is business maturity.

However, this is the Order Taker maturity level if all IT functions in this manner. Once the workflow was mapped out and end users could see how their workarounds impacted the legacy system, that same organization started to progress in its maturity. Rather than raise problems, the business partner started calling their IT team when they first had a need. This simple change helped smooth out many issues with their legacy system since IT could address their business needs before those same needs became problems.

Service Provider

I view this maturity level as the plateau stage. Have you ever had that one business partner that is successful but could be so much more successful? Insert the Service Provider maturity. This maturity level is really good at the basics. But when it comes to evolving, adapting, or innovation … not so much.

As trust built and the relationship between the business partner and IT improved, the Service Provider maturity was reached. The IT shop was incredibly responsive and was seen as a solid service provider. Unfortunately, the business partner still had a legacy system that didn’t meet all their business needs. They needed something newer to respond to their changing environment – remote technology, built-in automation, and smarter tools. They needed innovation, and IT wasn’t yet equipped to provide it.

Trusted Advisor

Did we just become best friends? – Brennan Huff in ‘Step Brothers’

As a Business Relationship Manager, finding yourself in the Trusted Advisor maturity level can feel very rewarding. You are the first call the client makes when they have questions or need something. You work closely with the business to understand its IT needs, improve IT capabilities, and provide value.

As time passed (and it did take time), the IT shop at that organization grew and matured its capabilities. New technologies, a more streamlined approach to service management, and a focus on strengthening relationships with the business partners allowed them to rise to the level of Trusted Advisor. That legacy system was still a problem, but it was a problem they would tackle together.

Strategic Partner

At this highest tier, the business partner and IT are truly partners, working hand-in-hand. The relationship is balanced, with each team working together for mutual success. The Business Relationship Manager is a part of the team and has a seat at the strategic planning table.

That legacy system is now just a memory. A new system has been in place for quite a while, offering automated workflows, an adaptive chatbot, and mobile-friendly interfaces. But the relationship that was in its infancy has evolved into one of a Strategic Partner. The business and IT work together, committed to one another. The Business Relationship Manager is involved and actively participates in joint strategic planning sessions. The business relies on IT to maximize its success and promote technology solutions that propel them toward strategic success. IT leans on the business to define value and provide strategic direction. A true partnership, a true commitment to one another, has developed and flourished.

Mature with Momentum

Are you looking to mature your BRM capabilities? Do you want to develop that strategic partnership? Start your growth with us – there is nobody better! Contact Momentum today and speak with one of our representatives to discover the various tasks Momentum’s strategic planning solutions can help you achieve as your BRM!