ITIL Business Relationship Management Process Report - ITECH7400

This report delves into the ITIL Business Relationship Management (BRM) process, crucial for aligning IT services with business needs. It begins with an introduction to ITIL BRM, highlighting its role in identifying customer requirements and ensuring appropriate service development. The report then outlines the purpose and objectives of BRM, emphasizing its focus on predicting customer needs and supporting business strategy. It examines Service Level Management and its relation to BRM, focusing on managing client expectations and maximizing customer satisfaction. The report also includes a case study on the implementation of BRM. The document also includes the references used in the assignment.

I T I L B U S I N E S S
R E L AT I O N S H I P
M A N A G E M E N T
P R O C E S S
N A M E O F T H E S T U D E N T
N A M E O F T H E U N I V E R S I T Y

INTRODUCTION TO ITIL BRM:
• The procedure of ITIL BRM can identify the
requirements of potential and existing
customers as well as it ensures that the
services that are appropriate are developed
for meeting those requirements. The
manager act as the network between the
Client and the organization to inform about
the incidents and also collect the customer
feedback.

PURPOSE AND OBJECTIVES
OF BRM:
• Business Relationship Management is associated
with the ITIL framework in dealing with predicting
the needs of customer in present or future.
• The BRM ensures that the projects are associated
to the latest technology to serve best outcome.
The BRM also provide support to the business
strategy.
• The BRM tries to acquire new customers by
offering the services to the customers and ensure
that the customer accepts the offers

SERVICE LEVEL
MANAGEMENT:
• BRM’s role revolves around managing the
expectations of the clients and serving outcomes
that do not have any detrimental impact on the
business.
• Service Level Management is responsible for
managing and preparing the documentation of the
service level targets and requirements
• BRM focuses on the customer needs and
maximising the dealing value via customer
satisfaction.

REFERENCES:
• Al Mourad, M. B., & Hussain, M. (2014). The impact of cloud computing on ITIL service strategy processes.
International Journal of Computer and Communication Engineering, 3(5), 367.
• Caporarello, L., Magni, M., Manzoni, B., & Paolino, E. (2015). The business relationship manager in UBIS: an
integration role?.
• Goldberg, M., Satzger, G., & Fromm, H. (2016). Adapting IT service management for successful multi-sourcing
service integration.
• Hani, A. F. M., Paputungan, I. V., & Hassan, M. F. (2015). Renegotiation in service level agreement management
for a cloud-based system. ACM Computing Surveys (CSUR), 47(3), 51.
• Haufe, K., Colomo-Palacios, R., Dzombeta, S., Brandis, K., & Stantchev, V. (2016). Security management
standards: a mapping. Procedia Computer Science, 100, 755-761.
• Holland, K. (2015). An introduction to Service Integration and Management and ITIL®. Whitepaper. Axelos Ltd.
• Karkoskova, S., & Feuerlicht, G. (2015). Extending MBI Model using ITIL and COBIT Processes. Journal of Systems
Integration, 6(4), 29-44.
• Karkoskova, S., & Feuerlicht, G. (2015). Extending MBI Model using ITIL and COBIT Processes. Journal of Systems
Integration, 6(4), 29-44.
• Lema, L., Calvo‐Manzano, J. A., Colomo‐Palacios, R., & Arcilla, M. (2015). ITIL in small to medium‐sized
enterprises software companies: towards an implementation sequence. Journal of software: evolution and
process, 27(8), 528-538.
• Sunthonwutinun, W., & Chooprayoon, V. (2016). A Proposed Model for Studying Information Technology
Governance, Management, and Services of an Enterprise: An Integrated Framework of COBIT 5, ITIL® V3, and
BSC. International Journal of Computer Theory and Engineering, 8(2), 140.