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Business Relationship Management


Best Practice according to ITIL® and ISO 20000



Business Relationship Management identifies the requirements and demands of existing IT Service Consumers and potential customers (prospects). These are collected from business perspective and it is ensured that these requirements can be fulfilled by means of respective IT Services in economic manner.


Business Relationship Management is part of Service Strategy.

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Processes of ITSM Business Relationship Management in detail


Process in the ITSM Process Library

Expected process result



Customer Relations

Management of customer relations (IT Service Consumers and Prospects)

Identification of Service Requirements

Identification of Required Service Outcomes from the customer's perspective and harmonization with the Service Portfolio

Contract Conclusion for IT Standard Services

Agree upon the Provision Contracts for IT Standard Services with the IT Service Consumers

Customer Satisfaction Surveys

Proactive Collection of Information about the Satisfaction of the IT Service Consumers with the IT Services and Introduction of necessary activities thereof

Customer Feedback Management

Management of feedback from the IT Service Customers and triggering of necessary actions thereof

Monitoring of Customer Complaints

Monitoring of customer complaints to enable necessary counter activities


Main information flows and interfaces of ITSM Business Relationship Management

Main information flows and interfaces of ITSM Business Relationship Management according to ITIL® and ISO 20000


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(Documents within information flows only visible in our ITSM Process Collections)


Responsible roles of Business Relationship Management

Business Relationship Manager


Performance indicators of Business Relationship Management

KPIs of Business Relationship Management

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Last update 2023-11-08 

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