In the age of digital transformation, establishing and nurturing the relationships between service providers and consumer organizations, and their stakeholders, has never been more important. ITIL 4: Business Relationship Management (BRM) explores how service relationships can build competitive advantage. Developed together with the global community of ITIL practitioners, this book provides both strategic and practical best practice guidance to help organizations:understand the value of BRM, as well as its key concepts and challenges, and use these to deliver return on investment in digital technology develop and apply service relationship models integrate BRM in the organization’s service value streams for a holistic and end-to-end approach ensure stakeholders understand the strategic and operational requirements to co-create value and achieve business goals define BRM roles, responsibilities, knowledge, and skills automate BRM activities effectively apply BRM metrics and practice success factors to improve performance measure, assess, and develop BRM capability by using the ITIL Maturity Model.
