Business Relationship Management - Process Management
About the Lecture
The lecture Business Relationship Management - Process Management by IT Training Zone is from the course ITIL® Service Strategy. It contains the following chapters:
- Customer vs User Satisfaction
- Exercise – the BRM
- Process Interfaces
- CSFs & KPIs
- Challenges and Risks
Included Quiz Questions
How does ITIL refer to the person or role that commissions or pays for a service?
- Customer
- User
- Supplier
- Business unit
Which of these statements is TRUE?
- Service providers need to balance customer and user satisfaction
- Service providers should focus on user satisfaction
- Service providers should focus on customer satisfaction
- Users have no influence over a service
What can service providers do to improve user satisfaction?
- Involve users in design and transition
- Offer more functionality for free
- Increase staffing levels
- Only deliver the core service
Which of these options is a Business Relationship Management trigger?
- Customer complaint
- Defined business outcome
- Customer portfolio
- Agreement to pay for an external service
Which process will work with Business Relationship Management to identify market spaces based on customer requirements?
- Strategy Management
- Financial Management
- Capacity Management
- Service Level Management
Which process will work with Business Relationship Management to understand existing services, and assess requests related to them?
- Service Catalogue Management
- Service Portfolio Management
- Demand Management
- Availability Management
Author of lecture Business Relationship Management - Process Management
IT Training Zone
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