The case for business relationship management is founded on the contention that however well an IT service provider delivers goods and services to an enterprise, the overall relationship with the business needs to be managed in order for both sides to get the best from their association. If the overall relationship is not managed effectively, the successful delivery of individual services may continue and projects and programmes may be delivered on time and to budget, but that does not mean the enterprise is getting the best from the service provider; nor does it mean that it is getting the best from its investments in information technology solutions.

In line with this, ITIL includes business ...

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