ITIL® 4 Strategist: Business Relationship Management

The ITIL 4 Business Relationship Management module is structured and aligned around the ITIL framework and the ITIL Practice Guides. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Business Relationship Management publication including key elements of the ITIL 4 framework such as the ITIL Service Value Chain model and how it is used with the ITIL practices to create value.

Learning Outcomes:

Relationship Management: Explore strategies to build and maintain strong relationships with stakeholders.
Stakeholder Engagement: Understand how to engage stakeholders effectively to gather requirements and feedback.
Value Co-Creation: Emphasize the collaborative process of creating value through partnerships between IT and the business.

Examination Details:

Consist of 40 Questions
Duration: 90 Minutes
Passing Rate: 65%

The exam voucher is included in the course package.

Duration

4 Days

Certificate

ITIL® 4 Strategist: Business Relationship Management

Governing Body

PeopleCert

Understand The Key Concepts of Business Relationship Management

Identify the purpose, PSFs, and value of the BRM practice (Introduction).
Understand the key challenges of business relationship management.
Understand the key stakeholders of service relationships.
Understand the service journey model including the steps and the role of touchpoints and service interactions.
Understand the types of service relationship and the role of BRM in each type of service relationship.

Understand the BRM Value Streams and 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 BRM practice, including their:
Key inputs and outputs.
Activities.
Key questions.
Know how to develop and apply relationship models.
Know how to integrate BRM in the organization’s value streams.

Know How to apply BRM Models and Techniques

Know how to apply the following in the context of BRM:
Stakeholder analysis and mapping.
Gemba walk.
The voice of the customer.

Understand BRM Roles, Skills, and Organizational 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 organizational structure.

Understand How Information and Technology Support 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 and Suppliers in BRM

Understand the complexity of service relationships.
Understand the dependencies of BRM on third parties.

Know How to Develop BRM Capability in an Organization

Understand the key concepts of the ITIL maturity.
Model:
Capability assessment.
The capability levels and criteria.
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 BRM capability development.

Candidates taking the ITIL 4 Business Relationship Management qualification. This module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Business Relationship Management practice. It is intended to provide candidates with best practice guidance from the strategic as well as day-to-day perspectives on how to apply in practice concepts such as stakeholders’ analysis and management of requirements, BRM roles and responsibilities, models and techniques, and service relationships.