ITIL® 4 Specialist: Business Relationship Management Course

ITIL® 4 Specialist: Business Relationship Management Course Outline

Module 1: Key Concepts of Business Relationship Management 

• Identify the Purpose, PSFs, and Value of the BRM Practice 

• Key Challenges of Business Relationship Management 

• Key Stakeholders of Service Relationships 

• Service Journey Model 

• Types of Service Relationships 

• Role of BRM in Each Type of Service Relationship 
   

Module 2: BRM Value Streams and Processes 

• ITIL® Service Value Chain Model 

• Roles and Relationships of Service Value Streams, Practices, and Processes in the Creation of Value 

• Understand the Two Main Processes of the BRM Practice 

• Know how to Develop and Apply Relationship Models 

• Know how to Integrate BRM in the Organisation's Value Streams 
   

Module 3: How to Apply the BRM Models and Techniques? 

• How to Apply the Following in the Context of BRM? 
   

Module 4: BRM Roles, Skills, and Organisational Solutions 

• Understand the Key Skills Required for BRM 

• Responsibilities of the Relationship Manager and Relationship Agent Roles 

• Know how to Apply the LACMT Model to BRM Activities 

• Know how to Position BRM within an Organisational Structure 
   

Module 5: How Does Information and Technology Support and Enable BRM? 

• Identify the Key Inputs and Outputs of the BRM Practice 

• Describe the key BRM Automation Tools and their Role in the Practice
   

Module 6: Role of Partners and Suppliers in BRM 

• Understand the Complexity of Service Relationships 

• Understand the Dependencies of BRM on Third Parties
   

Module 7: How to Develop the BRM Capability in an Organisation? 

• Understand the Key Concepts of the ITIL Maturity Model 

• Know how to Apply Capability Criteria to Plan BRM Capability Development 

• Identify Key Metrics and Methods for Improving BRM Capabilities 

• Apply the Key Steps of the BRM Capability Development 

What You’ll Learn in this Course

This course takes you from understanding the fundamentals of business relationship management to applying strategic practices that strengthen stakeholder engagement. Each stage of the journey equips you with practical tools and confidence to build lasting partnerships that drive service value. 
 

• Learn how business relationship management fits within the ITIL® 4 framework 

• Learn to identify and engage key stakeholders effectively 

• Learn to manage expectations and improve customer satisfaction 

• Learn to align IT services with evolving business needs 

• Learn to foster collaboration between service providers and consumers 

• Learn to support value co-creation through strategic relationship building 

ITIL® 4 Specialist Business Relationship Management Training Exam Information 

The ITIL® 4 Specialist: Business Relationship Management Training Exam evaluates participants' knowledge of ITIL® 4 principles and their ability to apply business relationship management practices. The certification emphasises building strong connections between IT and business to support collaboration and deliver consistent value. 

• Question Type: Multiple Choice  

• Total Questions: 40  

• Total Marks: 40 Marks  

• Pass Mark: 65%, or 26/40 Marks  

• Duration: 90 minutes  

• Open Book/ Closed Book: Closed book