• 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

• 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.

• 40 Multiple Choice Questions
• 1 mark per correct answer
• 26 marks required to pass (out of 40 available) – 65%
• 90 minutes duration
• Closed-book

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

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