ITIL® Wiki - Processes of Business Relationship Management
Business Relationship Management (BRM) is a new process in the Service Strategy lifecycle. Its ITIL purpose is to establish a relationship. ITIL Business Relationship Management - Learn ITIL in simple way starting from Overview, basic terminologies and service lifecycle such as Service Strategy. Objective: Business Relationship Management (BRM) aims to maintain a The Customer Portfolio is used to record all customers of the IT service provider.
These are the Business Relationship Management sub-processes and their process objectives: Maintain Customer Relationships Process Objective: To ensure that the service provider continues to understand the needs of existing customers and establishes relationships with potential new customers. This process is also responsible for maintaining the Customer Portfolio. Identify Service Requirements Process Objective: To understand and document the desired outcome of a serviceand to decide if the customer's need can be fulfilled using an existing service offering or if a new or changed service must be created.
To capture customer requirements and agree service level targets with customers who request the provision of existing standard services no modifications to existing Supporting Services are necessary in order to fulfill the customer's needs.
Customer Satisfaction Survey Process Objective: What are the different customer segments? What are their needs and expectations?
ITIL - Business Relationship Management
The answers to these questions should be clarified to deliver services that will fulfill the customer needs. Otherwise, customers who cannot satisfy their requirements with a service provider will try to find other alternatives in competitors and whenever they find a better service, sooner or later, they will switch to the competitors. Furthermore, ITIL business relationship management does not only aims to meet the customer requirements.
It aims to meet and exceed the customer expectations. This is because high customer satisfaction comes only if the customer receives more than he or she expected from a service.
And the problems of the customers need to be solved in order to increase customer satisfaction. The system must be easy and fast to use and human operators must be friendly and helpful. Customers must be helped in as little time as possible. In addition, the problems that are reported through this formal complaint process must be immediately addressed by the service management team to ensure that no customers are lost due to bad service provision.
ITIL Business Relationship Management
New services that directly addresses a need of customers will draw attention and will be used frequently by new and existing customers. The BRM will monitor the service availability, take care of communication breaches, monitor the capacity in order to comply with availability of resources, and control that the two of them comply with the service continuity according to the business continuity requirements.
Service Transition The BRM will watch closely all activities and processes regarding his customer s services. His main concern will be to ensure that changes are conducted in a controlled manner, adding maximum value to the services without planned downtimes or service degradation.
Business Relationship Management through the ITIL Lifecycle
The BRM will be monitoring incidents emerging after large changes and implemented projects early life supporthe will manage complaints, post-incident surveys and compliments submitted by end users and customers. Because in practice, BRMs tend to do so. Continual Service Improvement The BR Management process strives to improve the service and the way it supports the business.
Analyzing these, new opportunities are identified and pulled through the lifecycle model, from Strategy to Operation.