ITSM Wiki - ITIL® Business Relationship Management

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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 in the classic lifecycle-view part of Service Strategy.

In ITIL^® 4 Business Relationship Management is part of General Management Practices - Relationship Management Practice

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Processes of 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

Business Relationship Management Practice in ITIL^®4

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Responsible roles

Business Relationship Manager

Performance indicators

KPIs of Business Relationship Management

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