Business Relationship Management (BRM) is a ISO/IEC 20000 process from the Relationship group that is not described in ITIL v3.
It’s objective is: To establish and maintain a good relationship between the service provider and the customer based on understanding the customer and their business drivers.
Thus, BRM integrates closely at least with Service Catalog Management, Service Level Management (SLM) and Service Reporting.
Main activities in this process are:
- Service Reviews – Regular meetings (and before and after major changes) between the service provider and customer. Should include past performance, current and projected business needs and propose any chanes to the servicescope and associated SLAs. ITIL v2 included this activity in SLM.
- Service Complaints Management – A formal complaints procedure agreed between the service provider and the customer on what is a complaint and how will it be handled. This may be a source of service improvement.
- Customer Satisfaction Management – Surveys enable the service provider to compare service performance with customer satisfaction targets and previous surveys.
Other aspects to consider are:
- Identify and document stakeholders and customers of the service (a good place to start in order to scope BRM and identify clearly responsible people both on service provider and customer sides)
- Changes to contracts and SLAs (resulting from Service Review meetings) are subject to the Change Management process
- As with all ISO 20000 processes, actions for improvement identified within this process shall be recorded and constitute input for the Service Improvement Plan (SIP)