ITIL® 4 Specialist: Business Relationship Management Training

The ITIL® 4 Specialist: Business Relationship Management (BRM) module emphasises the significance of establishing and maintaining solid relationships between IT service providers and their clients. This module explains how to establish effective business relationship management practises in order to better comprehend customer requirements, align IT services with business objectives, and drive value creation. This module equips professionals with the knowledge and skills required to effectively engage with customers, comprehend their requirements, and align IT services to deliver value. It emphasises the significance of establishing solid relationships and collaborative partnerships between IT service providers and their customers in order to fuel business success.

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Last updated Oct 2023

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Training By

Knowlathon

Certificate By

PeopleCert

Duration

8 hours

Learning Aids

Yes

Practice Exam

Yes

LMS Access

Yes

K-Prime Warranty

Yes

ITIL® 4 Specialist: Business Relationship Management Course Features

Focus on Customer-Centricity: The BRM module emphasises the significance of comprehending customer requirements and aligning IT services with business goals. It offers practical advice on establishing and maintaining strong customer relationships to generate value and propel business success.

Strategic Alignment: The module assists organisations in establishing a strategic approach to business relationship management by devising a BRM strategy aligned with business objectives and aims. It offers guidance on undertaking business capability assessments, identifying opportunities for value creation, and establishing governance structures to support BRM.

Competency Development: The BRM module emphasises the development of the essential competencies and skills necessary for effective business relationship management. It offers advice on stakeholder analysis, communication, negotiation, and conflict resolution in order to develop client trust and credibility.

Integration with ITIL® Framework: The BRM module is included in the ITIL® 4 framework, which is widely recognised and adopted by the IT service management community. It provides a holistic approach to service delivery and customer relationship management by integrating with other ITIL® practises, such as Service Level Management and Service Portfolio Management.

Practical Application:: The module offers practical guidance and real-world examples to help learners understand how to apply BRM principles and practices in their organizations. It equips professionals with actionable insights and tools to establish and maintain effective customer relationships.

Value Creation: The BRM module emphasises the significance of providing consumers with value through IT services. It offers methodologies and techniques for identifying, measuring, and delivering client value, thereby increasing customer satisfaction and nurturing long-term partnerships.

Professional Development: The completion of the BRM module demonstrates a dedication to professional development and the acquisition of specialised business relationship management skills. It improves the career prospects of professionals seeking customer-facing or relationship-management roles.

Learning objectives

The ITIL® 4 Specialist: Business Relationship Management (BRM) module's learning objectives are intended to provide students with a thorough comprehension of the fundamental concepts, principles, and practises of effective business relationship management. The specific learning objectives for the BRM module may vary marginally depending on the training provider, but the following is a general overview:

Understand the role and importance of business relationship management in IT service management:

Explain the purpose and benefits of effective business relationship management.
Understand how BRM contributes to the achievement of business objectives and customer satisfaction.

Understand the key concepts and principles of business relationship management:

Explain the core concepts and principles of BRM, such as stakeholder engagement, value creation, and customer-centricity.
Understand the relationship between BRM and other ITIL® practices, such as Service Level Management and Service Portfolio Management.

Understand customer needs and expectations:

Understand customer needs and expectations.
Develop techniques for effective stakeholder engagement, communication, and relationship building.
Capture and manage customer feedback and requirements to ensure service alignment.

Capture and manage customer feedback and requirements to ensure service alignment:

Define and implement communication channels and forums to engage with customers.
Establish methods for collaborative decision-making and problem resolution.
Foster trust and credibility with customers through effective communication and relationship building.

Optimize IT Asset Performance and Value::

Evaluate and optimize the performance and value of IT assets.
Implement controls and measures to improve asset utilization and cost-effectiveness.
Implement controls and measures to improve asset utilization and cost-effectiveness.

Foster trust and credibility with customers through effective communication and relationship building:

Define roles, responsibilities, and accountability for BRM.
Establish performance metrics and measurement frameworks for monitoring BRM effectiveness.
Ensure compliance with relevant policies, standards, and regulations.

Continuously improve BRM practices and outcomes:

Identify opportunities for improvement in BRM processes and activities.
Use feedback and metrics to drive continuous improvement in BRM effectiveness.
Use feedback and metrics to drive continuous improvement in BRM effectiveness.

Target audience

The ITIL® 4 Specialist: IT Asset Management (ITAM) module is primarily designed for professionals who are involved in or responsible for IT asset management within an organization. The module is especially pertinent for: