Basic BRM activities

The word activities was mentioned from the very outset of this chapter. Activities are simply time-consuming things that are done. In the context of formal service management, BRM has the overarching activity to perform all those tasks that, together, provide a bi-directional conduit between the SP and its business customers. This goes well beyond being just a supplier of services. The following diagram represents a basic interpretation of the BRM role, which acts as the intermediary between provided services and the specific services utilized by a particular business partner, each with its own unique business processes:

Figure 14.1 – Interpretation of the BRM role

Note that all of the services would be reflected in a service catalog. Also, note that some business partners are reflected in black while others are in red. This is intended to represent that the IT SP provides services not only to the business partners that generate...