Business Relationship Manager

Careers in IT service management

By (author) Ernest Brewster

Publication date:

30 June 2014

Length of book:

190 pages

Publisher

BCS, The Chartered Institute for IT

Dimensions:

198x129mm
5x8"

ISBN-13: 9781780172507

Business relationship management (BRM) is central to all aspects of an organisation’s interaction with existing and potential customers. It is crucial for building and maintaining strong relationships between a service provider and customer. This highly accessible book gives an excellent introduction to the role of a BRM manager, covering areas such as purpose, required skills, responsibilities, interface and career progression as well as tools, standards and frameworks related to the role.

1. INTRODUCTION

2. INTRODUCTION TO BUSINESS RELATIONSHIP MANAGEMENT

3. THE BUSINESS RELATIONSHIP MANAGER

Goals and objectives

BRM responsibilities

Skills, competencies and knowledge

Interfaces and dependencies

4. TOOLS, METHODS AND TECHNIQUES

Standards

Good practice frameworks, procedures and processes

Tools and information

Metrics and performance

5. CAREER PROGRESSION AND RELATED ROLES

Origins

Continuing professional development (CPD)

Career progression – where next?

6. A WEEK IN THE LIFE OF A BRM – A CASE STUDY

Context

A week in the life

This is the definitive guide to business relationship management for all IT and business professionals. It takes some keynotes from ITIL and SFIA but plays a symphony in the depth and coverage of the human role in the context of process, systems, methods and technological change.