ITIL® 4 Specialist: Business Relationship Management (BRM)

ITIL® 4 Specialist Business Relationship Management (BRM) training course will enable you to:

• Define Business Relationship Management roles, responsibilities, knowledge, and skills.
• Ensure stakeholders understand the strategic and operational requirements to co-create value and achieve business goals.
• Apply Business Relationship Management metrics and practice success factors to improve performance.
• Measure, assess and develop Business Relationship Management capability by using the ITIL® Maturity Model.

• Business Relationship Managers
• Business Managers
• IT Managers
• Customer Relationship Managers
• External Partners
• Provider Managers
• Marketing Professionals
• Service Management Professionals

The ITIL® 4 Foundation certificate is the prerequisite for ITIL® 4 Specialist Business Relationship Management (BRM) training course.
 

1. Understand The Key Concepts Of Business Relationship Management (BRM) 1.1. Identify the purpose, PSFs, and value of the Business Relationship Management (BRM) practice. 1.2. Understand the key challenges of Business Relationship Management (BRM). 1.3. Understand the key stakeholders of service relationships. 1.4. Understand the service journey model including the steps and the role of touch-points and service interactions. 1.5. Understand the types of service relationship and the role of Business Relationship Management (BRM) in each type of service relationship. 2. Understand The Business Relationship Management (BRM) Value Streams & Processes 2.1. Understand the ITIL® service value chain model and the roles and relationships of service value streams, practices, and processes in creation of value. 2.2. Understand the two main processes of the Business Relationship Management (BRM) practice, including their key inputs and outputs, activities and key questions. 2.3. Know how to develop and apply relationship models. 2.4. Know how to integrate Business Relationship Management (BRM) in the organisation's value streams. 3. Know How To Apply The Business Relationship Management (BRM) Models & Techniques 3.1. Know how to apply the following in the context of Business Relationship Management (BRM), including stakeholder analysis and mapping, Gemba walk, and the voice of the customer. 4. Understand Business Relationship Management (BRM) Roles, Skills & Organisational Solutions 4.1. Understand the key skills required for Business Relationship Management (BRM). 4.2. Describe the responsibilities of the relationship manager and relationship agent roles. 4.3. Know how to apply the LACMT model to Business Relationship Management (BRM) activities. 4.4. Know how to position Business Relationship Management (BRM) within an organisational structure. 5. Understand How Information & Technology Supports And Enables Business Relationship Management (BRM) 5.1. Identify the key inputs and outputs of the Business Relationship Management (BRM) practice. 5.2. Describe the key Business Relationship Management (BRM) automation tools and their role in the practice. 6. Understand The Role Of Partners & Suppliers In Business Relationship Management (BRM) 6.1. Understand the complexity of service relationships. 6.2. Understand the dependencies of Business Relationship Management (BRM) on third parties. 7. Know How To Develop The Business Relationship Management (BRM) Capability In An Organisation 7.1. Understand the key concepts of the ITIL® maturity model, including capability assessment, and the capability levels and criteria. 7.2. Know how to apply capability criteria to plan Business Relationship Management (BRM) capability development. 7.3. Identify key metrics and methods for improving Business Relationship Management (BRM) capabilities. 7.4. Apply the key steps of the Business Relationship Management (BRM) capability development.