ITIL 4 BRM flashcards
ITIL 4 BRM · Build recall with a focused review session.
33 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Business Relationship Management
- The ITIL practice responsible for establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
- Stakeholder
- Any person or group with an interest in the success or failure of an organization's services and who can influence or be affected by them.
- Relationship Mapping
- A technique used in BRM to identify and document the connections and dependencies between stakeholders and the service provider.
- Service Value Chain
- An operating model that outlines six key activities: Plan, Improve, Engage, Design and Transition, Obtain/Build, and Deliver and Support.
- Engage Activity
- The service value chain activity that involves understanding stakeholder needs and ensuring that services meet those needs through communication.
- Customer Satisfaction
- A measure of how well a service meets or exceeds customer expectations, often tracked through surveys and feedback mechanisms in BRM.
- Expectation Management
- The BRM process of setting realistic expectations with stakeholders about service capabilities and performance to avoid misunderstandings.
- Business Relationship Manager
- The role responsible for managing relationships with business stakeholders, understanding their needs, and ensuring services align with business outcomes.
- Service Level Management
- The practice that negotiates, monitors, and reports on service levels, working closely with BRM to ensure alignment with business needs.
- Service Catalogue
- A structured repository of available services that BRM uses to communicate service offerings and manage stakeholder expectations.
- Value Co-creation
- The collaborative process where the service provider and stakeholders jointly create value through interactions and shared responsibilities.
- Stakeholder Analysis
- A BRM technique to identify and classify stakeholders based on their influence, interest, and impact on service delivery.
- Communication Plan
- A document that outlines how BRM will communicate with stakeholders, including frequency, channels, and content of messages.
- Business Outcomes
- The results and benefits that an organization expects to achieve from its services, which BRM ensures are aligned with service delivery.
- Escalation Point
- The designated contact in BRM for stakeholders to raise issues or concerns that cannot be resolved through normal channels.
- Customer Feedback
- Information collected from stakeholders about their satisfaction with services, used by BRM to drive improvements and manage expectations.
- Service Review
- A regular meeting between BRM and stakeholders to review service performance, discuss issues, and align on future needs.
- Relationship Lifecycle
- The stages of a business relationship from initiation to termination, managed by BRM to ensure sustained value delivery.
- Stakeholder Engagement
- The process of actively involving stakeholders in decisions and activities that affect them, facilitated by BRM.
- Service Provider
- An organization or part of an organization that provides services to customers, with BRM acting as the interface to the business.
- Business Case
- A justification for investment in a service or change, often supported by BRM to ensure alignment with business objectives.
- Service Improvement Plan
- A documented plan to enhance service quality, developed by BRM in collaboration with stakeholders and service management practices.
- Customer Portfolio
- A categorization of customers based on their needs, value, and relationship with the service provider, used by BRM for tailored engagement.
- Service Experience
- The overall perception of a service by stakeholders, including interactions and outcomes, which BRM monitors and seeks to improve.
- Complaint Management
- The process of handling stakeholder complaints, often coordinated by BRM to resolve issues and restore satisfaction.
- Trust Building
- The BRM activity of fostering confidence and reliability with stakeholders through consistent and transparent communication.
- Strategic Alignment
- Ensuring that services and relationships support the organization's strategic goals, a key objective of BRM.
- Service Level Agreement
- A formal agreement between a service provider and a customer that defines expected service levels, negotiated with BRM support.
- Business Need
- The requirements and desires of the business that services must fulfill, identified and communicated through BRM.
- Stakeholder Satisfaction
- The degree to which stakeholders are pleased with the services and interactions, a key metric for BRM success.
- Service Relationship
- The connection between the service provider and the customer, managed by BRM to ensure mutual value and understanding.
- Value Stream
- A series of steps that an organization uses to create and deliver value to customers, with BRM ensuring stakeholder input is incorporated.
- BRM Metrics
- Quantitative measures used to evaluate BRM effectiveness, such as customer satisfaction scores, retention rates, and service level achievement.