Page 159 - ITIL® Foundation 3.15

The purpose of the business relationship management process is two-fold:
•Maintain the business relationship. •Identify changing customer needs.
A service provider must understand the needs of the
customer (even as they constantly change). BRM establishes and maintains a relationship with the business in an effort to ensure that the service provider is never in the
dark about the needs, and plans of
the business. BRM also constantly evaluates the value of services being delivered to the business to ensure that the deliveries fulfill the expectations
of the business. Where the service level manager negotiates and sets expectations for an individual service, the BRM constantly evaluates all deliveries to ensure that the expectations do not exceed what the customer can (and is willing) to pay for.
Business Relationship Management objectives include:
•
• •
Ensure understanding of customer perspective
Ensure customer satisfaction
Establish and maintain a constructive relationship
•
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Identify changes to the customer