ITIL v3 Business Relationship Management Overview

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This document is a 50-slide PowerPoint presentation that provides an overview of the Business Relationship Management process/role within the ITIL V3 Best Practice Framework.

BRM has become an increasingly important process/role as Service Provider's seek to establish closer and more detailed relationships with their Customers.

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ITIL v3 Business Relationship Management Overview

  1. 1. December 2013 Dartview Consulting Limited 1
  2. 2. • BRM was formally introduced into the ITIL Framework in 2011 as part of the update to v3 • The BRM process is defined as part of the Service Strategy stage of the Service Lifecycle • In practical terms, the role is exercised throughout the whole Service Lifecycle Dartview Consulting Limited 4 Where does BRM fit within the ITIL Framework This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3-business-relationship-management-overview-453
  3. 3. • To look to the future and anticipate potential for change Identify changes to the Customer’s business environment that have a potential impact on the services and service levels required to meet business needs Identify technologic advancements and trends that could be used to improve existing services and form the basis of new ones • Ensure that the Service Provider is meeting the business needs of the Customer, and provide arbitration where there is dispute • Establish formal compliant and escalation processes for the Customer and ensure lessons are learnt (by both parties) from Customer Satisfaction exercises Dartview Consulting Limited 7 Objectives of BRM This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3-business-relationship-management-overview-453
  4. 4. • BRM is responsible for the creation and maintenance of the Customer Portfolio A database or spreadsheet that is used to record the details of all Customers of the Service Provider The Service Provider’s view of all Customers who receive services from them Used as a verification tool by the Service Desk Dartview Consulting Limited 10 Maintain the Customer Relationship This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3-business-relationship-management-overview-453
  5. 5. • Strategic Alignment Dartview Consulting Limited 13 Maintain the Customer Relationship This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3-business-relationship-management-overview-453
  6. 6. • Establishing a conduit for information flow is crucial to successfully maintaining the alignment: Potential changes to Customer needs and/or the market in which the Customer operates, must be conveyed to and understood by the Service Provider Changes to service offering being consider by the Service Provider must be conveyed to it’s Customer Portfolio, and such changes considered in the light of the impact on Customers business needs Dartview Consulting Limited 16 Maintain the Customer Relationship This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3-business-relationship-management-overview-453
  7. 7. • Service Level Requirements • Existing, New or Changed Services Dartview Consulting Limited 19 Identify Service Requirements This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3-business-relationship-management-overview-453
  8. 8. Dartview Consulting Limited 22 Promote use of Standard Services This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3-business-relationship-management-overview-453
  9. 9. • BRM need to establish and maintain a Communications Plan with the Customer that forms the central tool for managing the relationship. Typical contents would include: Frequency of meetings Format of meetings Frequency of reporting Format, content and distribution of reports Frequency of Customer Satisfaction Surveys Method of communication with each stakeholder Dartview Consulting Limited 25 Communications Plan This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3-business-relationship-management-overview-453
  10. 10. Dartview Consulting Limited 28 Customer Complaints Process This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3-business-relationship-management-overview-453
  11. 11. • The value of a service to the Customer is defined using the concept of Utility and Warranty • Utility is ‘what the customer gets’ and reflects whether or not a service is ‘fit for purpose’ • Warranty is ‘how it is delivered’ and reflects whether or not a service is ‘fit for use’ • Both must be true in order for a service to create value to the Customer Dartview Consulting Limited 31 Value of a Service This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3-business-relationship-management-overview-453
  12. 12. • Value Chain: A sequence of processes that creates a product or service that is of value to the Customer, with each step of the sequence building on the previous step, contributing to the overall product or service Value Network: A complex set of relationships between two or more organisations. Value is generated through exchange of knowledge, information, goods or services, and does not necessarily have to be monetary in nature It is the responsibility of BRM to establish and maintain both of the above Dartview Consulting Limited 34 Value of a Service This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3-business-relationship-management-overview-453
  13. 13. • Ensures that the Service Provider doesn't waste money with excess capacity • Ensures that the Service Provider has enough capacity to meet demand at agreed quality • Service Provider can actively influence demand by: Charging different costs for use of services at different times of the day/month/year Applying Capping (e.g. Mailbox sizes) Dartview Consulting Limited 37 Managing Service Demand This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3-business-relationship-management-overview-453
  14. 14. • BRM plays a key role in identifying what will be reported to the Customer, and what the Customer will be expected to do with the reports they receive • BRM should use the reports to influence Customer perception of the Service Provider and the quality of services provided • Information from service reporting is a key component of regular BRM reviews with the Business Dartview Consulting Limited 40 Service Reporting This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3-business-relationship-management-overview-453
  15. 15. • Key Performance Indicators (KPI’s) for Business Relationship Management Business outcomes and Customer requirements are documented and signed-off Customer Satisfaction levels are consistently high Every new service has a comprehensive set of requirements defined by business managers and staff Service performance is matched to Business outcomes and reported to the Customer Customer complaints are routinely responded to and measured and trended over time Dartview Consulting Limited 43 BRM versus SDM/SLM This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3-business-relationship-management-overview-453
  16. 16. • Service Catalogue Management: BRM assists in managing Customer expectations through the Design and Transition lifecycle phases • Capacity & Availability Management: Both rely on BRM for information on Customer requirements and desired outcomes. In turn BRM validates performance and availability levels with the Customer • Service Level Management: BRM negotiates, agrees and documents service targets. Validates, prioritises and communicates service improvement opportunities with both SLM and the Customer Dartview Consulting Limited 46 Interfaces and Dependencies This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3-business-relationship-management-overview-453
  17. 17. Dartview Consulting Limited 49 ITIL Accreditation This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3-business-relationship-management-overview-453
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