ITIL® 4 Specialist: Business Relationship Management Course

• Educational Background: Learners need to have a basic understanding of ITIL® 4 principles and preferably should have completed the ITIL® 4 Foundation certification 

• Language Proficiency: Learners should have a good command of English, as all course materials, assessments, and discussions are conducted in English.  

• Interest in IT Business Relationship Management: This course is ideal for individuals with a keen interest in learning IT Business Relationship Management. 

• Effective Business Relationship Management: Learners will develop the ability to manage and optimise business relationships, ensuring alignment with business goals for improved outcomes. 

• Customer Satisfaction Enhancement: Learners will gain skills to improve customer satisfaction by aligning IT services with client needs and fostering stronger business relationships. 

• IT and Business Alignment: Learners will understand how to bridge the gap between IT services and business needs, ensuring both are aligned for optimal performance. 

• Improved Service Delivery: Learners will learn strategies to enhance IT service delivery, ensuring it consistently meets business requirements and drives value creation. 

This course is ideal for professionals looking to strengthen their business relationship management skills, ensuring IT services effectively support and align with business objectives. 

• IT Service Managers 

• Business Analysts 

• Service Delivery Managers 

• Relationship Managers 

• IT Consultants 

• Operations Managers 

• Project Managers 

Module 1: Key Concepts of Business Relationship Management 

• Identify the Purpose, PSFs, and Value of the BRM Practice 

• Key Challenges of Business Relationship Management 

• Key Stakeholders of Service Relationships 

• Service Journey Model 

• Types of Service Relationships 

• Role of BRM in Each Type of Service Relationship
   

Module 2: BRM Value Streams and Processes 

• ITIL® Service Value Chain Model 

• Roles and Relationships of Service Value Streams, Practices, and Processes in the Creation of Value 

• Understand the Two Main Processes of the BRM Practice 

• Know how to Develop and Apply Relationship Models 

• Know how to Integrate BRM in the Organisation's Value Streams
   

Module 3: How to Apply the BRM Models and Techniques? 

• How to Apply the Following in the Context of BRM?
   

Module 4: BRM Roles, Skills, and Organisational Solutions 

• Understand the Key Skills Required for BRM 

• 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: How Does Information and Technology Support and Enable 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: Role of Partners and Suppliers in BRM 

• Understand the Complexity of Service Relationships 

• Understand the Dependencies of BRM on Third Parties
   

Module 7: How to Develop the BRM Capability in an Organisation? 

• Understand the Key Concepts of the ITIL Maturity Model 

• 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