ITIL® Wiki - Processes of Business Relationship Management
KPIs Business Relationship Management. share this page. KPI's Business Relationship Management. ITIL Process: ITIL Service Strategy - Business. The world's premier membership, professional development, and official certification organization dedicated to serving the global BRM community. In this tutorial, we will discuss on ITIL Business Relationship Management (BRM) Process. Here in this chapter, you will learn the definition.
Overview and goals[ edit ] BRM is implemented via organizational roles, a discipline, and an organizational capability. As a discipline[ edit ] The BRM discipline is research-based and has been verified and enhanced for over a decade.
It is used in organizations worldwide and is effective for shared servicesexternal service providers and others. A goal of the discipline is to enable stakeholders to develop, evaluate, and use high-value networking relationships. As an organizational role[ edit ] The BRM organizational role is a link between a service provider and the business.
Business Relationship Management | IT Process Wiki
The role acts as a connector, orchestrator, and navigator between the service provider and one or more business units. As a model[ edit ] One goal of BRM is to provide a complete model of business relationships and their value over time, in order to make their various aspects both explicit and measurable. A mature BRM model will ultimately support strategic business research and development efforts as well as tools and techniques that implement BRM principles.
The approach to the BRM modeling process is to identify and describe various aspects of business relationships in terms of: A practice derived from applying BRM principles, analyzing outcomes, and refining over multiple iterations A platform derived from successful practice that further support and optimize BRM as a discipline The BRM model will identify and categorize business relationships according to type.
Each type has a discrete and clear purpose, characterized by a unique combination of roles, functions, and activities, and instances of each type can be identified, quantified, and analyzed.
Some examples of these relationship types are business-to-business, business-to-consumer, and business-to-employee.
The BRM model identifies two roles, provider and consumer ; a given business by necessity participates in both roles. BRM lifecycles[ edit ] The concept of the business relationship lifecycle   builds on charting the complex changing values of business relationships over time in contrast to simple transactional value.
Business Relationship Management
Examples of BRM lifecycles include: A large-scale grow and sustain cycle, characterized by one-to-many and many-to-one relationships. Activities in this cycle are more or less continuous and overlapping, such as marketingcustomer product support or maintenance, or online community. These have indeterminate outcomes. A small-scale micro engagement cycle, characterized by one-to-one, discrete or transactional relationships.
These have discrete cycles and negotiated outcomes. 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.
- ITIL Service Strategy
- KPIs Business Relationship Management
- Business relationship management
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.20. ITIL Foundation - Business Relationship Management
Customer Satisfaction Survey Process Objective: To plan, carry out and evaluate regular customer satisfaction surveys. The principal aim of this process is to learn about areas where customer expectations are not being met before customers are lost to alternative service providers. Handle Customer Complaints Process Objective: To record customer complaints and compliments, to assess the complaints and to instigate corrective action if required.
Monitor Customer Complaints Process Objective: To continuously monitor the processing status of outstanding customer complaints and to take corrective action if required. Complaint Status Information A message containing the present status of a complaint, typically sent to a customer who earlier made a complaint.