ITIL v3 Business Relationship Management Overview (PowerPoint PPTX)

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.

Includes many illustrations and is very easy to customise!!!!

The ITIL v3 Business Relationship Management Overview presentation delves into the strategic alignment of BRM within the ITIL framework. It emphasizes the importance of maintaining a robust customer relationship through the creation and upkeep of a comprehensive Customer Portfolio. This portfolio acts as a central repository for all customer-related data, ensuring that service providers have a clear view of their customer base and can verify information efficiently.

This document outlines the objectives of BRM, focusing on anticipating future changes and ensuring that the service provider meets the evolving business needs of the customer. It highlights the necessity of identifying technological advancements and trends that can enhance existing services or create new ones. The presentation also underscores the role of BRM in arbitration during disputes and in learning from customer satisfaction exercises to improve service delivery.

The presentation covers the importance of a well-structured communications plan, detailing the frequency and format of meetings and reports. It also addresses the customer complaints process, ensuring that feedback is systematically managed and used to drive improvements. The value of a service is dissected through the concepts of utility and warranty, providing a clear framework for assessing service quality. The document concludes with a discussion on managing service demand and the key performance indicators for BRM, ensuring that service providers can measure and enhance their performance effectively.