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ITIL 4 Specialist: Business Relationship Management

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Introduction to BRM

Introduction to the Key Concepts
The purpose of BRM
Scope of BRM
Practice Success Factors (PSF's)
The Value of BRM
Service relationships
Service Relationship Journey
Section Recap
Time for a quiz

Value Streams and Processes

Introduction to Value Streams and Processess
ITIL service value chain
Service value streams
BRM processes
Useful models and techniques
Section Recap
Time for a quiz

Organizations and People

Introduction to organizations and people
Key BRM roles
Positioning of BRM roles in the organization
Key skills required for BRM
The LACMT model
Section Recap
Time for a quiz

Information and Technology

Introduction to information and technology
Types of automation
Input and outputs of BRM
Automating BRM
Section Recap
Time for a quiz

Partners and Suppliers

Introduction to partners and suppliers
Complexity of service relationships
The role in BRM
Section Recap
Time for a quiz

Developing BRM Capability

Introduction to developing BRM capability
ITIL maturity model
Assessing the business relationship capability
Capability development
Continual improvement of the BRM practice
Section Recap
Time for a quiz

Sample Exam Questions

Practice Exam
Practice Exam - Answers and Rationale
Additional Practice Exam - Downloadable

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Scope of BRM

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