Business Relationship Management
In this chapter, the reader will be introduced to the business relationship management (BRM) capability specifically, and in the context of a formal service management program. This includes the concept, governance (purpose, objectives, and policies), execution (the roles and responsibilities, activities, and metrics), and enablement (accelerating, integrating, and supporting technology) of the capability.
In this chapter, the following main topics are covered:
- BRM concept
- BRM purpose and objectives
- BRM policies
- Key BRM concepts, terms, and definitions
- BRM inputs and outputs
- Basic BRM activities
- BRM roles and responsibilities
- BRM key capability indicators
- BRM integrations with other capabilities, processes, and practices
- BRM technology considerations
