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Objective: Business Relationship Management aims to maintain a positive relationship with customers. The latest guidance places customer satisfaction surveys and the management of complaints within Business Relationship Management. The role Business Relationship Manager has been introduced in ITIL 2011 to perform the activities in the Business Relationship Management process. Process Objective: To ensure that the service provider continues to understand the needs of existing customers and establishes relationships with potential new customers. Process Objective: To understand and document the desired outcome of a service, and 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.
Process Objective: 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). Process Objective: To record customer complaints and compliments, to assess the complaints and to instigate corrective action if required. Process Objective: To continuously monitor the processing status of outstanding customer complaints and to take corrective action if required.
A message containing the present status of a complaint, typically sent to a customer who earlier made a complaint.


Complaints and compliments from the customer side which are addressed in the Business Relationship Management process. The Complaints Log contains the full history of all received customer complaints, complete with activities triggered by those complaints. A questionnaire for surveying customer satisfaction, aimed at getting insight into overall customer satisfaction and customers' views on specific (aspects of) services. The desired outcome of a service, stated in terms of required service functionality (utility) and service levels (warranty).
The Business Relationship Manager is responsible for maintaining a positive relationship with customers, identifying customer needs and ensuring that the service provider is able to meet these needs with an appropriate catalogue of services.
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ITIL Business Relationship Management identifies the needs of existing and potential customers and ensures that appropriate services are developed to meet those needs. As a result, the corresponding processes have been moved from Continual Service Improvement to Business Relationship Management. 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.


The Customer Portfolio is the Business Relationship Manager’s view of the customers who receive services from the IT service provider.
Based on this information, more detailed documents are created to specify the requirements in the service provider's language. Based on this information, detailed service requirements are specified during the Service Design stage.
The Customer of an IT service provider is the person or group who defines and agrees the service level targets.
The process overview of ITIL Business Relationship Management (.JPG) is showing the most important interfaces (see Figure 1).



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itil business relationship management training



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