Business Relationship Management

by Rahulprasad Hurkadli

Business Relationship Management (BRM) is a key aspect of the ITSM framework, aiming to build strong relationships between the IT department and business stakeholders. BRM is vital in ITSM for several reasons: it aligns IT with business objectives, takes a proactive approach to service delivery, facilitates effective communication and relationship building, focuses on customer-centric service delivery, and ensures value realization and benefits management. 

Defining Business Relationship Management and its Role in ITIL

  • Understanding business objectives: BRMs work closely with business stakeholders to identify their goals, objectives, and priorities. They ensure that IT services are aligned with these objectives, and communicate the impact of IT initiatives on the business.
  • Service portfolio management: BRMs play a vital role in defining and managing the IT service portfolio. They analyze business requirements, assess IT capabilities, and determine the most appropriate services to deliver value to the business.
  • Relationship building: BRMs establish and maintain relationships with key stakeholders across the organization. They actively engage with business leaders and act as a trusted advisor, helping them understand the value of IT services and technology.
  • Demand management: BRMs act as a bridge between the business and IT, managing the demand for IT services. They prioritize and negotiate business requirements, ensuring that available resources are allocated effectively to meet the most critical needs.

Strategies for Effective Business Relationship Management

  • Build trust: Trust is the foundation of a strong business relationship. Be reliable, transparent, and deliver on your promises to build trust with your clients or partners.
  • Communication: Effective communication is crucial for successful business relationships. Regularly communicate with your clients or partners to understand their needs, expectations, and concerns. Listen actively, ask questions, and keep them informed about progress or any changes.
  • Understand their business: Take the time to understand your clients or partners' business goals, strategies, and challenges. This will help you align your services or products with their needs and provide valuable solutions.
  • Personalize your approach: Each business relationship is unique, so customize your approach according to individual clients or partners. Create personalized experiences, provide tailored solutions, and show genuine interest in their success.
  • Set clear expectations: Clearly define the scope, timelines, deliverables, and outcomes of your business relationship at the beginning. This will eliminate misunderstandings or conflicts later on and ensure everyone is on the same page.

Best Practices for Building and Maintaining Successful Business Relationships in ITSM

  • Establish clear and effective communication channels: Communication is key in building and maintaining successful business relationships in ITSM. Establish open and transparent communication channels with your stakeholders, such as regular meetings, emails, or chat platforms, to ensure all parties are informed and aligned.
  • Understand your stakeholders' needs and expectations: Take the time to understand your stakeholders' needs and expectations in terms of IT services. Regularly assess and review their requirements to ensure your services are meeting their expectations. This will help build trust and credibility in the relationship.
  • Provide excellent customer service: Delivering excellent customer service is vital in maintaining successful business relationships. Respond promptly to queries and issues raised by stakeholders, provide clear and timely updates, and ensure their concerns are addressed effectively. Be empathetic and demonstrate a genuine commitment to solving problems.
  • Establish and meet SLAs and OLAs: Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are essential in ITSM to set clear expectations and ensure alignment between the service provider and the customer. Establish mutually agreed-upon SLAs and OLAs, and consistently meet or exceed the agreed-upon targets to build trust and confidence.
  • Continuously improve service quality: Strive for continuous improvement in your IT services to meet the evolving needs of your stakeholders. Regularly review service performance, gather feedback, and implement changes and enhancements to drive service excellence. This demonstrates your commitment to delivering value and fosters a positive relationship.

The Importance of Clear Communication in Business Relationship Management

  • Building Trust: Clear communication helps in establishing trust between the parties involved. When information is communicated clearly and transparently, it eliminates confusion and minimizes misunderstandings. This fosters trust and strengthens the relationship between businesses.
  • Avoiding Miscommunication: Miscommunication can lead to errors, delays, and even conflict. It is important to ensure that messages are conveyed accurately and comprehensively to avoid any misinterpretation. Clear communication eliminates the risk of miscommunication and ensures that all parties involved have a shared understanding of expectations, goals, and responsibilities.
  • Resolving Issues and Disputes: In business relationships, conflicts and disputes are inevitable. However, clear communication can help in resolving these issues effectively. When problems arise, open and honest dialogue allows both parties to express their concerns, understand each other's perspectives, and work towards finding mutually agreeable solutions.
  • Enhancing Efficiency: Clear communication facilitates the flow of information and enables businesses to make informed decisions quickly. It ensures that all stakeholders are on the same page, preventing delays and reducing the chances of mistakes. This leads to improved efficiency and productivity in the relationship between the businesses.
  • Customer Satisfaction: In business relationship management, clear communication helps in understanding customer needs, expectations, and feedback. By actively listening and responding to customers' concerns, businesses can better meet their requirements and enhance customer satisfaction. Regular and effective communication with customers also helps in building long-term relationships and fostering loyalty.

Leveraging Technology for Streamlined Business Relationship Management

  • Customer Relationship Management (CRM) Systems: CRM systems help organizations manage their interactions and relationships with customers. These systems provide features such as contact management, lead tracking, sales forecasting, and customer service management. By centralizing customer data and automating processes, CRM systems enable companies to better understand and serve their customers, resulting in improved relationship management.
  • Vendor Management Systems (VMS): VMS platforms help businesses streamline their relationship with vendors and suppliers. These systems provide a centralized platform for managing vendor contracts, performance evaluations, pricing negotiations, and order management. VMS platforms enable businesses to track vendor performance, identify cost-saving opportunities, and improve collaboration with suppliers.
  • Collaboration Tools: Technology offers a wide range of collaboration tools that facilitate effective communication and collaboration between different stakeholders. Tools like project management software, instant messaging platforms, video conferencing, and document-sharing platforms enable seamless communication and collaboration, resulting in improved business relationships.
  • Data Analytics and Insights: Leveraging data analytics tools and technologies, businesses can gain valuable insights into their relationships with various stakeholders. By analyzing customer data, businesses can identify trends, preferences, and patterns, allowing them to tailor their offerings and improve customer satisfaction. Similarly, data analytics can help identify areas of improvement in relationships with vendors, partners, and other stakeholders.


Emphasizing the value of strong business relationships in ITSM is crucial for success. Building and maintaining these relationships promote effective communication, collaboration, and understanding between IT and the business. It also encourages IT, service providers, to focus on customer satisfaction and continuous improvement.

Strong business relationships foster trust and credibility, enhance problem-solving and decision-making capabilities, and drive innovation and business growth. By prioritizing these relationships, organizations can enhance IT service delivery and contribute to overall success.