ITIL Business Relationship Management: Meet Your Customers’ Needs
ITIL business relationship management is the final stage of the Service Strategy stage in the ITIL lifecycle. This process was discussed in ITIL foundation certification training. The ITIL Service Strategy stage’s main focus is on understanding the customer’s needs.
A service provider provides services to its customers. These services must be in line with customer expectations for strong ITIL business relationships management. Customers will not use these services, and the service provider won’t be able generate revenue from them. This will result in a service provider losing its ability to sustain a long-term business. ITIL online courses explain the role of ITIL service management for sustainable business. During the ITIL Service Strategy stage’s definition of the market, the market is evaluated and gaps are analyzed. Then, services that most customers will use are designed. ITIL Business Relation Management process helps to determine how services meet customer needs.
ITIL business relationship management
ITIL Business relationship management processes were developed to help understand and communicate various factors during the Service Strategy Stage. These factors are essential for a successful IT service that delivers revenue to the business and value to customers. These four factors are part of the ITIL business relationship management process.
It is able to understand the business results that must be achieved
What is the customer’s expectation from a money withdrawal? What is the customer’s expectation from a call to the center? These questions could be answered by: completing a money withdrawal in less that thirty seconds, or finding the answer to a question within forty-five seconds of calling the call center. These are examples of business results that need to be achieved and should be clarified at the Service Strategy stage in the ITIL lifecycle to ensure great ITIL business relationships management.
It examines the services provided to customers and their use
Many service providers offer thousands, if not hundreds, of services to their customers. Only a small percentage of these services are in high demand by customers. ITIL business relationship management clarifies the services offered to customers and their use. This information is used during the Service Strategy stage in the ITIL service cycle to determine which services are best to develop from an IT strategic perspective. Organizations can gain a better understanding of how customers use existing services to help them determine which services are effective, which ones are not, and which are most needed.
It measures customer satisfaction.
ITIL Business Relationship Management addresses the measurement of customer satisfaction. The services may work without any technical issues, but customers might not be satisfied. A competitor might offer faster services or lower prices. ITIL business relationship management monitors customer satisfaction and analyzes factors that can cause customer dissatisfaction.
It optimizes the services
ITIL Business relationship management communicates and understands the needs of current services to optimize them. The Service Strategy stage aligns existing services and new services with the business strategy. The service management team uses ITIL business relationship management to determine how existing services can improve efficiency and effectiveness. This is how it works.