Service Strategy
Business Relationship Management
Purpose
The purpose of the businessrelationship managementprocess is two-fold:
• To establish and maintain a business relationship between the service provider and the customer based on understanding the customer and its business needs.
• To identify customer n
eeds and ensure that the service provider is able to meet those needs as business needs change over time and between circumstances.
eeds and ensure that the service provider is able to meet those needs as business needs change over time and between circumstances.
Business relationship management ensures that the service provider understands these changing needs. Business relationship management also assists the business in articulatingthe value of a service.
Objectives
The objectives of business relationship management include:
• Ensure high levels of customer satisfaction, indicating that the service provider is meeting the customer‘s requirements.
• Establish and maintain a constructive relationship betweenthe service provider and the customerbased on understanding the customer and their business drivers.
• Identify changes to the customer environmentthat could potentially impact the type, level or utilization of services provided.
• Establish and articulate business requirements for new services or changes to existing services.
• Work with customers to ensure that services and service levels are able to deliver value.
• Mediate in cases where there are conflicting requirements for servicesfrom different business units.
• Establish formal complaints and escalation processes for the customer.
Scope
Business relationship managementfocuses on understanding how services meet customer requirements. To achieve this, the processmust focus on understanding and communicating:
• Business outcomes that the customer wants to achieve
• Services that are currently offeredto the customer, and the way in which they are used by the customer
• Technology trends that could impact current services and the customer,and the nature of the potential impact
• Levels of customersatisfaction, and what action plans have been put in place to deal with the causes of dissatisfaction
• How to optimizeservices for the future
• How the service provider is represented to the customer.This at times means raising concerns around commitments that the business made to IT butis not meeting.
Business relationship management and servicelevel management
While theService level management (SLM) process exists to ensure thatagreed achievable levels of service are provided to the customer and users, the business relationship management process is focused on a more strategic perspective.
Business relationship management (BRM)takes as its mission the identification of customer needs and ensuring that the service provider is able to meet the customers’ needs. This process focuses on the overall relationship between the service provider and their customer, working to determine which services the service provider will deliver.
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