1 Introduction

The ITIL (Information Technology Infrastructure Library) defines business relationship management as the process responsible for maintaining a positive relationship with customers, identifying customer needs and ensuring that the service provider is able to meet these needs with an appropriate catalogue of services. Although these objectives define a core of the business relationship manager (BRM) role, the role of the BRM in practice is often much broader than the process definition would suggest. As discussed in this book, unlike many other roles, there is no clear definition for the BRM role. The actual role for a BRM can vary from little more than the core role suggested by the scope of the business relationship management ...

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