Stephan Brendel is CFO at itSMF Germany and the Regional Manager for Europe and Latin America with APMG International. He started his career in Quality Management at IBM and held several management positions at CompuNet and GE Capital. From the early 2000s Stephan ran an IT Service Management consulting and training company in Germany with a focus on Project Management. He expanded his skills as a certified Business Relationship Management Professional after joining APMG. He is an itSMF member since 2009.
Managing customers through a limited number of interfaces is unfortunately too short of a jump. Customer satisfaction and fulfilling SLA’s don’t align, Service Managers are perceived as order takers and not consultants for strategic business decisions. The role of the BRM has a stronger standing, is not based on IT (and not on ITIL at all) and will make a real difference. I will show examples and career paths how to get there.