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Case Study

Defining and Implementing a New Organizational Role


The IT organization of a biotechnology firm wished to formalize the role of an IT Business Partner (BP) and increase the maturity of the role within the organization. The IT BP role had been recently formalized in IT Service Management discipline. The IT Infrastructure Library (ITIL®) and the ISO/IEC 20000 standard for IT Service Management embraced the BP role and process as a new best practice and an international Service Management standard requirement.

Satori Solution

While its relationship with IT Service Management is an important aspect of the BP role, especially as it is commonly described today, the nature of the BP role and its capacity to identify and help realize strategic opportunities goes well beyond the realm of IT Service Management. We planned and facilitated a forum, where all senior business partners were brought into a 3-day session. The objectives included presenting a Business Partner Maturity Model that defined the path of a BP towards the strategic advisor role, introduced consistency in the BP role/approach and gathered feedback from BP customers (business and IT).


We facilitated the workshop that led to buy-in with key business stakeholders on BP role and implementation. We also helped our client develop Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) based on the ITIL standards for the Business Partner and design a roadmap for the evolution of the Business Partner role, including CSFs and KPIs that extended the ITIL definitions. The Business Partner toolkit containing the methods, tools, and processes enabled the success of a BP.


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