Join Mark Thomas for an in-depth discussion in this video Business relationship management, part of Cert Prep: ITIL Foundations.
- Okay, in service strategy we say…we're covering three primary processes.…We've talked about the portfolio, we've talked…about IT financial management, the third one…we want to hit is what's called…business relationship management.…This is really designed to be a strategic…level communication between the service…provider and our customers, and I think…about one of the challenges that I had…within a data center, we were a managed…service provider, and it was kind of funny…because we used what we called the service desk…as this communication link between us…and our customers, but we were missing something.…
We were missing the strategic level communication.…What we found out was, well I had a discussion…with one of our customers, it technically was…BRM process taking place, and the customer said,…look, when you guys are trying to sell these services…to us we have these sales folks, and these…sales folks were involved, you know, and we…could discuss strategic level matters with them,…so they were kind of an account manager…
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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