ITIL 4 BRM case studies
ITIL 4 BRM · Put your knowledge to work in context.
ITIL 4 Specialist: Business Relationship Relationship Management (BRM) is a PeopleCert ITIL 4 certification listed on the official PeopleCert catalogue of ITIL certifications. It sits alongside ITIL 4 Foundation and the ITIL 4 specialist and strategist modules that build practical capability to manage digital products and services. The credential is aimed at practitioners who own or support the relationship between a service provider and its business stakeholders: relationship managers, service owners, account and demand managers, and ITSM professionals moving from transactional service delivery into business-facing advisory work. The exam is delivered as multiple choice. The ITIL 4 BRM case studies are 5 cases and about 2,952 words.
1Shadow SaaS in a wholesale distributor
You are the business relationship manager for a £1.2bn wholesale distributor. Over 18 months, regional directors have bought 14 SaaS tools - project planning, route analytics, field scheduling and customer surveys - with £620k annual spend.
604 words, about 3 min2Two business units, one constrained integration team
You are BRM for an insurance group with two large business units, Claims and Underwriting. Both have submitted demand for the same four-person integration team in Q3.
594 words, about 3 min3The compliance refusal to a powerful stakeholder
You are BRM for a retail bank's marketing division. The VP of Marketing wants a new social listening platform that ingests public posts, including those of EU residents, retains them indefinitely and is hosted by a vendor in a country with no adequacy decision.
595 words, about 3 min4Outage, service credits and lost confidence
You are BRM for a 3PL provider's largest customer, a grocery retailer. In the pre-Christmas peak, the track-and-trace service failed for six hours.
578 words, about 3 min5Demand shaping for a two-country launch
You are BRM for a specialist retailer with £300m revenue. It plans to launch in two new countries in nine months and has asked IT for 'a copy of the current order management system with local tax and language rules'.
581 words, about 3 min