Business Relationship Management - Revision history

Andrea at 10:51, 31 December 2023

2023-12-31T10:51:41Z

← Older revision		Revision as of 12:51, 31 December 2023
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Andrea at 16:53, 18 March 2022

2022-03-18T16:53:52Z

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	rect 55 0 99 36 [https://www.linkedin.com/shareArticle?url=https%3A%2F%2Fwiki.en.it-processmaps.com%2Findex.php%2FBusiness_Relationship_Management&hl=en_US&source=IT%20Process%20Wiki share this page on LinkedIn]
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	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL process]][[Category:Service Strategy\|Business Relationship Management]][[Category:Business Relationship Management\|!]]		[[Category:ITIL 4]][[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL practice]][[Category:ITIL process]][[Category:Service Strategy\|Business Relationship Management]][[Category:Business Relationship Management\|!]]
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Andrea at 13:55, 28 June 2020

2020-06-28T13:55:25Z

Show changes

Andrea at 11:35, 27 February 2018

2018-02-27T11:35:11Z

← Older revision		Revision as of 13:35, 27 February 2018
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	<itpmch><title>Business Relationship Management \| IT Process Wiki</title>		<itpmch><title>Business Relationship Management \| IT Process Wiki</title>
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	==Notes==		==Notes==

	<html>By:  Stefan Kempter <a rel="author" href="https://~~plus~~.~~google~~.com/~~111925560448291102517~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Stefan Kempter \| Profile on ~~Google+~~" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>		<html>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>

	<p> </p>		<p> </p>

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	<a href="https://wiki.en.it-processmaps.com/index.php/Business_Relationship_Management#Definitions~~" itemprop="url~~"><span itemprop="~~title~~">Definitions</span></a> ›		<span itemprop="name">Sub-Processes</span></a>
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	<a href="https://wiki.en.it-processmaps.com/index.php/Business_Relationship_Management#Roles_.7C_Responsibilities~~" itemprop="url~~"><span itemprop="~~title~~">Roles</span></a>		<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Business_Relationship_Management#Definitions">
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Andrea at 09:43, 23 April 2017

2017-04-23T09:43:45Z

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			Image:ITIL-Wiki-deutsch.jpg\|Business Relationship Management ITIL
	default [https://wiki.de.it-processmaps.com/index.php/Business_Relationship_Management diese Seite auf Deutsch]		default [https://wiki.de.it-processmaps.com/index.php/Business_Relationship_Management diese Seite auf Deutsch]
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	~~<p> </p>~~		'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>Business Relationship Management</i> (BRM) aims to maintain a positive relationship with customers. The ITIL BRM process identifies the needs of existing and potential customers and ensures that appropriate services are developed to meet those needs.</span></p>

	'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>Business Relationship Management</i> aims to maintain a positive relationship with customers. ITIL ~~Business Relationship Management~~ identifies the needs of existing and potential customers and ensures that appropriate services are developed to meet those needs.</span></p>
	<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Strategy" title="ITIL Service Strategy">Service Strategy</a></html>		<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Strategy" title="ITIL Service Strategy">Service Strategy</a></html>

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	[[Image:Itil-business-relationship-management.jpg\|right\|thumb\|370px\|alt=Business Relationship Management ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-business-relationship-management.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process-overview-business-relationship-management-itil.pdf Business Relationship Management]]]		[[Image:Itil-business-relationship-management.jpg\|right\|thumb\|370px\|alt=Business Relationship Management ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-business-relationship-management.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process-overview-business-relationship-management-itil.pdf Business Relationship Management]]]
	Business Relationship Management has been introduced as a new process in '''''ITIL 2011'''''.		Business Relationship Management has been introduced as a new process in '''''ITIL 2011'''''. The process overview of [[Media:Itil-business-relationship-management.jpg\|ITIL Business Relationship Management (.JPG)]] is showing the most important interfaces (''see Fig. 1'').

	The latest guidance places [[#Business Relationship Management Satisfaction\|customer satisfaction surveys]] and the [[Business Relationship Management#ITIL Complaints Management\|management of complaints]] within Business Relationship Management. As a result, the corresponding processes have been moved from Continual Service Improvement to Business Relationship Management~~. The process overview of [[Media:Itil-business-relationship-management.jpg\|ITIL Business Relationship Management (.JPG)]] is showing the most important interfaces (''see Figure 1'')~~.		The latest guidance places [[#Business Relationship Management Satisfaction\|customer satisfaction surveys]] and the [[Business Relationship Management#ITIL Complaints Management\|management of complaints]] within Business Relationship Management. As a result, the corresponding processes have been moved from Continual Service Improvement to Business Relationship Management.

	The role [[Business Relationship Management#Business Relationship Manager\|Business Relationship Manager]] has been introduced in ITIL 2011 to perform the activities in the Business Relationship Management process.		The role [[Business Relationship Management#Business Relationship Manager\|Business Relationship Manager]] has been introduced in ITIL 2011 to perform the activities in the Business Relationship Management process.

Andrea at 11:59, 15 May 2016

2016-05-15T11:59:28Z

← Older revision		Revision as of 13:59, 15 May 2016
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	<p> </p>		<p> </p>

	'''<span id="Overview">Objective:</span>''' <html><span itemprop="description"><i~~><span itemprop="name Headline"~~>Business Relationship Management~~</span>~~</i> aims to maintain a positive relationship with customers. ~~<span itemprop="alternativeHeadline">~~ITIL Business Relationship Management~~</span>~~ identifies the needs of existing and potential customers and ensures that appropriate services are developed to meet those needs.</span></p>		'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>Business Relationship Management</i> aims to maintain a positive relationship with customers. ITIL Business Relationship Management identifies the needs of existing and potential customers and ensures that appropriate services are developed to meet those needs.</span></p>
	<p><b>Part of</b>: <a ~~itemprop="isPartOf"~~ href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Strategy" title="ITIL Service Strategy">Service Strategy</a></html>		<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Strategy" title="ITIL Service Strategy">Service Strategy</a></html>

	'''Process Owner''': [[Business Relationship Management#Business Relationship Manager\|Business Relationship Manager]]		'''Process Owner''': [[Business Relationship Management#Business Relationship Manager\|Business Relationship Manager]]
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	==Process Description==		==Process Description==

	[[Image:Itil-business-relationship-management.jpg\|right\|thumb\|370px\|alt=Business Relationship Management ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process-overview-business-relationship-management-itil.pdf Business Relationship Management]]]		[[Image:Itil-business-relationship-management.jpg\|right\|thumb\|370px\|alt=Business Relationship Management ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-business-relationship-management.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process-overview-business-relationship-management-itil.pdf Business Relationship Management]]]
	Business Relationship Management has been introduced as a new process in '''''ITIL 2011'''''.		Business Relationship Management has been introduced as a new process in '''''ITIL 2011'''''.

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	==KPIs==		==KPIs==

	<html><ul><li><a ~~itemprop="significantLinks"~~ href="https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Strategy#ITIL_KPIs_Business_Relationship_Management" title="ITIL KPIs Business Relationship Management">Key Performance Indicators (KPIs) Business Relationship Management</a></li></ul>		<html><ul><li><a href="https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Strategy#ITIL_KPIs_Business_Relationship_Management" title="ITIL KPIs Business Relationship Management">Key Performance Indicators (KPIs) Business Relationship Management</a></li></ul>
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	==Roles \| Responsibilities==		==Roles \| Responsibilities==

	'''<span id="Business Relationship Manager">Business Relationship Manager - Process Owner</span>'''		'''<span id="Business Relationship Manager">Business Relationship Manager - Process Owner</span>'''
	*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. The Business Relationship Manager works closely with the Service Level Manager.		*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. The Business Relationship Manager works closely with the Service Level Manager.
	<br />		<br />
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	<p> </p>		<p> </p>
	~~<p> </p>~~

	==~~[ Infobox ]~~==		==Notes==

			<html>By:  Stefan Kempter <a rel="author" href="https://plus.google.com/111925560448291102517/about"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter \| Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>

	<~~html><table class="wikitable">~~		<p> </p>
	~~<tr>~~
	~~<td>Link to this page:</td>~~
	~~<td><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Business_Relationship_Management">https://wiki.en.it-processmaps.com/index.php/Business_Relationship_Management</a></td>~~
	~~</tr>~~
	~~<tr>~~
	~~<td>Languages:</td>~~
	<td><span itemprop="inLanguage" content="en">English</span> \| <span><a itemprop="citation" class="external text" href="https://wiki.de.it-processmaps.com/index.php/Business_Relationship_Management" title="Business Relationship Management">Deutsch</a></span></td>
	~~</tr>~~
	~~<tr>~~
	~~<td>Image:</td>~~
	<td style="vertical-align:top"><a itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/c/c1/Itil-business-relationship-management.jpg" title="Business Relationship Management">ITIL Business Relationship Management (.JPG)</a></td>
	~~</tr>~~
	~~<tr>~~
	~~<td>Author:</td>~~
	~~<td><span itemprop="author">Stefan Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span~~>    <a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter \| Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></td>
	~~</tr>~~
	</~~table~~>

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			<link itemprop="author" href="https://plus.google.com/111925560448291102517/about" />
			<meta itemprop="author" content="Stefan Kempter" />
			<meta itemprop="creator copyrightHolder publisher" content="IT Process Maps" />
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	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Service Strategy\|Business Relationship Management]][[Category:Business Relationship Management\|!]]		[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Service Strategy\|Business Relationship Management]][[Category:Business Relationship Management\|!]]
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Andrea at 17:37, 22 December 2013

2013-12-22T17:37:15Z

Show changes

Andrea: /* Roles | Responsibilities */

2013-06-28T13:46:28Z

Roles | Responsibilities

← Older revision		Revision as of 15:46, 28 June 2013
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	[[Image:Itil-business-relationship-management.jpg\|right\|thumb\|370px\|alt=Business Relationship Management ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process-overview-business-relationship-management-itil.pdf Business Relationship Management]]]		[[Image:Itil-business-relationship-management.jpg\|right\|thumb\|370px\|alt=Business Relationship Management ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process-overview-business-relationship-management-itil.pdf Business Relationship Management]]]
	Business Relationship Management has been introduced as a new process in '''''ITIL 2011'''''. The latest guidance places [[#Business Relationship Management Satisfaction\|customer satisfaction surveys]] and the [[Business Relationship Management#ITIL Complaints Management\|management of complaints]] ~~as part of~~ Business Relationship Management. As a result, the corresponding processes have been moved from Continual Service Improvement to Business Relationship Management. The process overview of [[Media:Itil-business-relationship-management.jpg\|ITIL Business Relationship Management (.JPG)]] is showing the most important interfaces (''see Figure 1'').		Business Relationship Management has been introduced as a new process in '''''ITIL 2011'''''.

			The latest guidance places [[#Business Relationship Management Satisfaction\|customer satisfaction surveys]] and the [[Business Relationship Management#ITIL Complaints Management\|management of complaints]] within Business Relationship Management. As a result, the corresponding processes have been moved from Continual Service Improvement to Business Relationship Management. The process overview of [[Media:Itil-business-relationship-management.jpg\|ITIL Business Relationship Management (.JPG)]] is showing the most important interfaces (''see Figure 1'').

	The role [[Business Relationship Management#Business Relationship Manager\|Business Relationship Manager]] has been introduced in ITIL 2011 to perform the activities in the Business Relationship Management process.		The role [[Business Relationship Management#Business Relationship Manager\|Business Relationship Manager]] has been introduced in ITIL 2011 to perform the activities in the Business Relationship Management process.
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	== Definitions ==		== Definitions ==

	The following ITIL terms ~~and acronyms~~ (''information objects'') are used in ITIL Business Relationship Management to represent process outputs and inputs:		The following [[ITIL Glossary#ITIL Glossary A-Z\|ITIL terms]] (''information objects'') are used in ITIL Business Relationship Management to represent process outputs and inputs:

	<p> </p>		<p> </p>
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	<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Business Relationship Management.</span>		<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Business Relationship Management.</span>

	<span id="Team">[3] see [[Roles ~~within ITIL V3~~\|→ Role descriptions]]</span>		<span id="Team">[3] see [[ITIL Roles\|→ Role descriptions]]</span>

	<p> </p>		<p> </p>

			<html><a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter \| Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></html>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Service Strategy\|Business Relationship Management]][[Category:Business Relationship Management\|!]]		[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Service Strategy\|Business Relationship Management]][[Category:Business Relationship Management\|!]]
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Andrea: /* Roles | Responsibilities */

2012-03-15T10:33:21Z

Roles | Responsibilities

← Older revision		Revision as of 12:33, 15 March 2012
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	:Process Objective: To plan, carry out and evaluate regular [[Business Relationship Management#ITIL Customer Survey Questionnaire\|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.		:Process Objective: To plan, carry out and evaluate regular [[Business Relationship Management#ITIL Customer Survey Questionnaire\|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.

	;<span id="ITIL Complaints Management">Complaints Management</span>		;<span id="ITIL Complaints Management">Handle Customer Complaints</span>
	:Process Objective: To ~~assess~~ [[Business Relationship Management#ITIL Complaints Log\|~~customer~~ complaints]] and to ~~instigate~~ corrective action if required.		:Process Objective: To record customer [[Business Relationship Management#ITIL Complaints Log\|complaints]] and compliments, to assess the complaints and to instigate corrective action if required.

			;<span id="Monitor ITIL Complaints">Monitor Customer Complaints</span>
			:Process Objective: To continuously monitor the processing status of outstanding customer [[Business Relationship Management#ITIL Complaints Log\|complaints]] and to take corrective action if required.

	<p> </p>		<p> </p>
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	<p> </p>		<p> </p>

			;<span id="Complaint Status">Complaint Status Information</span>
			:A message containing the present status of a complaint, typically sent to a customer who earlier made a complaint.

			;<span id="ITIL Complaints Compliments">Complaints and Compliments</span>
			:Complaints and compliments from the customer side which are addressed in the Business Relationship Management process.

	;<span id="ITIL Complaints Log">Complaints Log</span>		;<span id="ITIL Complaints Log">Complaints Log</span>
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	;<span id="ITIL Customer Survey Questionnaire">Customer Survey Questionnaire</span>		;<span id="ITIL Customer Survey Questionnaire">Customer Survey Questionnaire</span>
	:A questionnaire for [[#Business Relationship Management Satisfaction\|surveying customer satisfaction]], aimed at getting insight into overall customer satisfaction and customers' views on specific (aspects of) services.		:A questionnaire for [[#Business Relationship Management Satisfaction\|surveying customer satisfaction]], aimed at getting insight into overall customer satisfaction and customers' views on specific (aspects of) services.

			;<span id="Customer Survey Response">Customer Survey Response</span>
			:The response to a service provider's customer survey, typically a completed questionnaire.

	;<span id="ITIL Service Outcomes">Desired Service Outcomes</span>		;<span id="ITIL Service Outcomes">Desired Service Outcomes</span>
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	;<span id="ITIL Service Requirements">Outline of Service Requirements</span>		;<span id="ITIL Service Requirements">Outline of Service Requirements</span>
	:The desired outcome of a service, stated in terms of required service functionality (utility) and service levels (warranty). Based on this information, detailed service requirements are specified during the Service Design stage.		:The desired outcome of a service, stated in terms of required service functionality (utility) and service levels (warranty). Based on this information, detailed service requirements are specified during the Service Design stage.

	~~;<span id="Suggestions and Complaints">Suggestions and Complaints</span>~~
	~~:Suggestions and complaints from the customer side which are addressed in the Business Relationship Management process.~~

	<p> </p>		<p> </p>
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	\| align="left" \|[[#ITIL Service Requirements\|Identify Service Requirements]]		\| align="left" \|[[#ITIL Service Requirements\|Identify Service Requirements]]
	\| AR		\| AR
	\|		\| -
	\|-		\|-
	\| align="left" \|[[#Business Relationship Management Services\|Sign up Customers to Standard Services]]		\| align="left" \|[[#Business Relationship Management Services\|Sign up Customers to Standard Services]]
	\| AR		\| AR
	\|		\| -
	\|-		\|-
	\| align="left" \|[[#Business Relationship Management Satisfaction\|Customer Satisfaction Survey]]		\| align="left" \|[[#Business Relationship Management Satisfaction\|Customer Satisfaction Survey]]
	\| AR		\| AR
	\|		\| -
	\|-		\|-
	\| align="left" \|[[#ITIL Complaints Management\|Complaints ~~Management~~]]		\| align="left" \|[[#ITIL Complaints Management\|Handle Customer Complaints]]
	\| AR		\| AR
	\| R		\| R
	\|-		\|-
			\| align="left" \|[[#Monitor ITIL Complaints\|Monitor Customer Complaints]]
			\| AR
			\| -
	\|}		\|}

Andrea: /* Definitions */

2011-12-22T10:20:19Z

Definitions

← Older revision		Revision as of 12:20, 22 December 2011
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	;<span id="Suggestions and Complaints">Suggestions and Complaints</span>		;<span id="Suggestions and Complaints">Suggestions and Complaints</span>
	:Suggestions and complaints from the customer side which are addressed in the Business Relationship Management process.		:Suggestions and complaints from the customer side which are addressed in the Business Relationship Management process.

			<p> </p>

			== KPIs ==

			* [[ITIL KPIs Service Strategy#ITIL KPIs Business Relationship Management\|Key Performance Indicators (KPIs) Business Relationship Management]]

	<p> </p>		<p> </p>