Itil and customer relationship management

Customer Relationship Management

itil and customer relationship management

BRM aims to maintain a positive relationship with customers. ITIL business relationship management identifies the needs of existing and potential customers . Its primary concern is customer satisfaction. For those familiar with ITIL and Service Level Management (SLM), you might see an overlap here. Business Relationship Management (BRM) is the part of the ITIL framework that deals with anticipating current and future customer needs.

itil and customer relationship management

Do we have to create new services or change the existing ones to adhere to the new requirements? Your BRM will have to take care of cost and pricing models for reporting purposes, but more importantly, for evaluating investments in new opportunities.

Therefore, a few processes should be addressed.

itil and customer relationship management

What is the level of service the customer gets? Is it aligned with the customer priorities?

Business Relationship Management | IT Process Wiki

Is the customer informed adequately about the KPIs and metrics? How does it relate to requirements for the new or changed services? The BRM will monitor the service availability, take care of communication breaches, monitor the capacity in order to comply with availability of resources, and control that the two of them comply with the service continuity according to the business continuity requirements.

Service Transition The BRM will watch closely all activities and processes regarding his customer s services.

itil and customer relationship management

His main concern will be to ensure that changes are conducted in a controlled manner, adding maximum value to the services without planned downtimes or service degradation. The BRM will be monitoring incidents emerging after large changes and implemented projects early life supporthe will manage complaints, post-incident surveys and compliments submitted by end users and customers.

Business Relationship Management through the ITIL Lifecycle

Is set when passing a Control Activity Services: Time period to be defined in Security Management or other Service Process Key Concepts Events can be distinguished in events and alerts that signify regular operations as defined by service SLAs: The definition of what is a "normal" versu "not normal" behaviour of system or component needs to be defined for each service and each component.

This sets of rules are the control rules for the alerts and events monitoring.

itil and customer relationship management

Active monitoring of components and services: Pro-active actions to define the behaviour of the system or service Passive monitoring of components and services: In general three basic categories van be defined: Events not requiring actions and not representing exceptions Warning: Events generated when a threshold is reached by a system or service.

In those cases an action is recommended. Events providing the information on malfunction of a system or component. Incident or Problem Management should be informed.