Unlocking Service Relationship Success

Establishing and nurturing relationships between service providers and their stakeholders

Our recent virtual class! In support of safe management in light of COVID19, classes may be run virtually.


Course duration: 3 days, 9am – 5pm

An instructor-led classroom training relevant for professionals on how to establish and manage relationships between service providers and consumer organizations, using strategic and practical best practice guidance to deliver return on investment and a holistic approach to service management.

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 organisations, and their stakeholders.

Based on the ITIL 4 framework, the module provides both strategic and practical best practice guidance to help organisations 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.

  • 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

  • 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

  • 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.

  • 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.

  • 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

  • Understand The Role Of Partners & Suppliers In BRM
    • Understand the complexity of service relationships.
    • Understand the dependencies of BRM on third parties

  • 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

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.

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. 

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

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.

There are no pre-course reading materials required for this course. A good grasp of ITIL4 concepts is advantageous.

PeopleCert’s Continuous Professional Development Programme

All participants with PeopleCert Global Best Practise certification can renew (within 3 years of their original certification dates) and keep your certification current through PeopleCert Continuous Development Programme.

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Complimentary refresher

Participants can attend a complimentary refresher if they wish

Post-training support

Should you have questions after the course, you may contact the trainer for assistance regarding course material

Trainer profile

Hoon Wee Tan

Hoon Wee is an experienced IT professional with broad international experience in managing IT shared services, project management and end-user support. He is well versed in both waterfall and agile practices, being a PMP, PRINCE2 Practitioner, AgilePM Practitioner and Certified Scrum Master. Hoon Wee has performed advisory roles for organizational change strategies related to process design, optimization and implementation.

A consummate service professional at heart, Hoon Wee displays exceptional client service and communication skills with abilities to develop and maintain outstanding client relationships and is able to manage multiple engagements and competing priorities in a highly challenging, flexible, interactive and results-based team environment.

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