Business Relationship Management

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Overview

3-day public or single organisation course

The course provides practical guidance to IT professionals who have responsibilities for establishing customer relationships, in order to maintain service levels and optimise the value of IT to the business.

The course explores the role of Business Relationship Managers in the context of the ITIL® Service Lifecycle and shows the relationship to the processes, functions and roles contained within ITIL.

The course is equally applicable to insourced and outsourced IT service environments.

Objectives

To provide guidance and best practice on planning, developing and managing business relationships between internal and/or external IT service providers and their customers

Who should attend?

This course is suitable for all Service Management professionals who have customer contact as part of their role. It is particularly applicable to those who have responsibility for managing or overseeing customer relationships or communication. It is also suitable for business professionals who interface with IT. Examples include:

• Business Relationship Managers
• IT Service Managers
• Account Managers
• Project Managers
• Application Development Managers
• Service Level Managers
• Service Desk Team Leaders
• Senior customers of IT

Structure

Consultants who have direct experience in managing business relationships deliver the course. It includes a high content of practical work in both group and individual assignments.

The guidance offered is set in the context of Service Management, thereby covering situations where business relationship skills are likely to be used. Where appropriate it uses guidance documented in ITIL as a starting point.

Documentation

Comprehensive course documentation is provided.

Content

Topics covered include:

• Concept and scope of BRM
• Business Relationship Management goals and mission
• The Business Relationship Manager role
• The function of Business Relationship Management
• Preparing for building relationships
• What you need to know about your customers
• The importance of communication
• BRM activities at strategic, tactical and operational levels
• Marketing
• Measuring customer satisfaction and customer perception