Build trusted business relationships that create lasting value through modern IT service management.
Learn how to establish, nurture, and strengthen strategic relationships between service providers and business stakeholders.
- Why get trained: Gain practical knowledge of proven relationship management practices that help strengthen stakeholder trust, improve communication, align IT services with business priorities, and maximize value throughout the service lifecycle.
- Why it matters: Successful digital organizations depend on strong partnerships between IT and the business. Professionals who can understand stakeholder needs, manage expectations, foster collaboration, and co-create value play a vital role in improving customer satisfaction, service quality, and organizational performance.
- Who should attend: Business relationship managers, service delivery managers, account managers, customer success managers, IT service managers, service owners, digital transformation leaders, consultants, and IT professionals seeking to strengthen stakeholder engagement and service value delivery.
Develop the capabilities to build stronger stakeholder partnerships, align services with business objectives, and deliver measurable value through effective business relationship management. HRD Corp Claimable.
Overview
Master relationship-building with ITIL 4 Specialist: Business Relationship Management—designed for IT pros who manage and grow trusted partnerships between service providers and consumers.
The ITIL 4 Specialist: Business Relationship Management module is for IT professionals who are involved in establishing and nurturing the relationships between service providers and consumer organizations, and their stakeholders.
Based on the ITIL 4 framework, this ITIL 4 certification provides both strategic and practical best practice guidance to help organizations understand the value of Business Relationship Management as well as its key concepts and challenges. Professionals should be able to use these concepts to deliver return on investment in digital technology, develop and apply service relationship models and integrate Business Relationship Management in the organisation’s service value streams for a holistic and end-to-end approach.
Skills Covered
On completion of this course, the following learning outcomes will be achieved:
- Define Business Relationship Management roles, responsibilities, knowledge, and skills
- Ensure stakeholders understand the strategic and operational requirements to co-create value and achieve business goals
- Apply Business Relationship Management metrics and practice success factors to improve performance
- Measure, assess and develop Business Relationship Management capability by using the ITIL Maturity Model.
Prerequisites
- ITIL4 Foundation certification is a prerequisite for sitting the certification examination included in the course. Relevant key concepts from the ITIL 4 framework will be covered as part of the syllabus.
Target Audience
- The ITIL 4 Specialist: Business Relationship Management module is for IT professionals who are involved in establishing and nurturing the relationships between service providers and consumer organizations, and their stakeholders.
Module 1: Understand the Key Concepts of Business Relationship Management (BRM)
- Identify the purpose, PSFs, and value of the BRM practice
- Understand the key challenges of BRM
- Understand the key stakeholders of service relationships
- Understand the service journey model, including the steps and the role of touch-points and service interactions
- Understand the types of service relationship and the role of BRM in each type of service relationship
Module 2: Understand BRM Value Streams & Processes
- Understand the ITIL Service Value Chain model and the roles and relationships of service value streams, practices, and processes in creation of value
- Understand the two main processes of the Business Relationship Management (BRM) practice, including their key inputs and outputs, activities and key questions
- Know how to develop and apply relationship models
- Know how to integrate BRM in the organisation’s value streams
Module 3: Know How to Apply BRM Models & Techniques
- Know how to apply the following in the context of BRM, including stakeholder analysis and mapping, Gemba walk, and the voice of the customer
Module 4: Understand BRM Roles, Skills & Organisational Solutions
- Understand the key skills required for BRM
- Describe the responsibilities of the relationship manager and relationship agent roles
- Know how to apply the LACMT model to BRM activities
- Know how to position BRM within an organisational structure
Module 5: Understand How Information & Technology Supports and Enables BRM
- Identify the key inputs and outputs of the BRM practice
- Describe the key BRM automation tools and their role in the practice
Module 6: Understand the Role of Partners & Suppliers in BRM
- Understand the complexity of service relationships
- Understand the dependencies of BRM on third parties
Module 7: Know How to Develop the BRM Capability in an Organisation
- Understand the key concepts of the ITIL maturity model, including capability assessment
- Know how to apply capability criteria to plan BRM capability development
- Identify key metrics and methods for improving BRM capabilities
- Apply the key steps of the BRM capability development
Exam & Certification
Participants who successfully complete the course and pass the examination included in the course will be recognised as certified with ITIL®4 Specialist: Business Relationship Management under the AXELOS certification scheme.
- 40 Multiple Choice Questions
- 1 mark per correct answer
- 26 marks required to pass (out of 40 available) – 65%
- 90 minutes duration
- Closed-book
Training & Certification Guide
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