business relationship manager

BCS GUIDES TO IT ROLES: Business Relationship Manager

Business relationship management

The process responsible for maintaining a positive relationship with customers, identifying customer needs and ensuring the service provider is able to meet these needs with an appropriate catalogue of services.

Information Technology Infrastructure Library (ITIL®)

ITIL is a Registered Trade Mark of AXELOS Ltd.

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The role of a BRM…

• Varies from maintaining a relationship to one that is deeply engaged in the business of the customer

• Is critical to the success of the IT service provider and its customer

• Is fundamental to getting IT services and the business into line with each other

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Key skills, capabilities and knowledge

• Technical and professional skills− Stakeholder relationship management, account management, consultancy,

innovation, business analysis, project management

• Relationship and interpersonal skills− Conflict management, interpersonal skills, communication, negotiation

• Intellectual capability− Problem solving, analytical capability, lateral thinking, time management

• Local knowledge and skills− Culture and values, rules of engagement, legal/regulatory framework,

business processes and functions

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Key interfaces for the BRM…

• Request fulfilment• Service level management • Service portfolio management

• Service catalogue management

• Demand management• Transition planning and support

• Change management

• Capacity and availability management

• IT service continuity management

• Financial management for IT services

• Continual service improvement

• Information security management

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BRM art and good practice

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What this book includes

• An introduction to the Business Relationship Manager

• Tools, methods, techniques:− Standards

− Good practice frameworks, procedures and processes

− Tools and performance metrics

• Career progression and CPD

Plus…. • A week in the life of a BRM case study

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What this book includes

‘The definitive guide to BRM…plays a symphony in the depth and coverage of the human role in the context of process, systems, methods and technological change.’

Brian Scott MBCSIT Management Consultant and Chair the BCS SMSG

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These books will also be useful…

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www.bcs.org/bookshop

Coming soon…

BCS GUIDES TO IT ROLES

Careers in IT service management and information security

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www.bcs.org/ITroles