Service Strategy
Business Relationship Management
Purpose
The purpose of the business
relationship management
process is two-fold:
• To establish
and
maintain a business relationship between the service
provider and the customer
based on
understanding the customer and its business needs.
• To identify
customer
needs and ensure that the service
provider is able to meet those needs as business needs change over time and between circumstances.
Business relationship management ensures that the service provider understands these changing needs. Business relationship management also assists the business in articulating
the value of a service.
Objectives
The objectives of business relationship management include:
• Ensure high levels of customer satisfaction, indicating that the service provider is meeting the customer's requirements.
• Establish and maintain a constructive relationship between
the service provider and the customer
based on understanding the customer and their business drivers.
• Identify changes to the customer environment
that could potentially impact
the type, level or utilization of services provided.
• Establish and articulate business requirements for new services or changes to existing services.
• Work with customers to ensure that services and service levels are able to deliver value.
• Mediate in cases where there are conflicting requirements for services
from different business units.
• Establish formal complaints and escalation processes for the customer.
Scope
Business relationship management
focuses on understanding how services meet customer
requirements. To achieve this, the process
must focus on understanding
and communicating:
• Business outcomes that the customer wants to achieve
• Services that are currently offered
to the customer, and the way in which they are used by the customer
• Technology trends that could impact current services and the customer,
and the nature of the potential impact
• Levels of customer
satisfaction, and what action plans have been put in place to deal with the causes of dissatisfaction
• How to optimize
services for the future
• How the service provider is represented to the customer.
This at times means raising concerns around commitments that the business made to IT but
is not meeting.
Business relationship management and service
level management
While the
Service level
management (SLM)
process
exists to ensure that
agreed
achievable levels of service are provided to the customer
and users, the business relationship management process is focused on a more strategic perspective.
Business relationship
management (BRM)
takes as its mission the identification
of customer needs and ensuring that the service provider is
able to meet the customers' needs. This process focuses on the overall relationship between the service provider
and their customer, working to determine which
services
the service
provider
will deliver.
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