Service Strategy Business Relationship Management in ITIL - ITIL Course 

Service Strategy Business Relationship Management in ITIL - ITIL Course 

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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