In the age of digital transformation, building and maintaining relationships between service providers and consumer organizations and their stakeholders has never been more important.
The ITIL^® 4 reference book Business Relationship Management (BRM) explores how service relationships can create a competitive advantage.
Developed with the global community of ITIL practitioners, this book provides both strategic and practical best practice guidance to help organizations understand the value of BRM, its key concepts and challenges, and how to leverage them to achieve a return on investment in digital technology, develop and apply service relationship models, integrate BRM into the organization’s service value streams for a holistic and end-to-end approach, to ensure stakeholders understand the strategic and operational requirements to co-create value and achieve business objectives, define BRM roles, responsibilities, accountabilities, knowledge and skills apply BRM activities effectively and apply BRM metrics and practice success factors to improve measure, assess and develop BRM capability using the ITIL maturity model.