ITIL 4 Specialist Business Relationship Management course image showing stakeholder engagement, customer relationship building, demand management, and value co-creation practices.

Course duration:

4 days, 9am – 5pm

We offer flexible learning options (online, instructor-led, hybrid) to fit your learning style

Certifications
Meet your Trainers
Lionel Seaw

Principal Consultant
Sapience Consulting

Lionel Seaw

Principal Consultant
Sapience Consulting

ITIL®4 Specialist: Business Relationship Management

Synopsis

The ITIL 4 Specialist: Business Relationship Management module is for IT professionals who are involved in establishing and nurturing the relationships between service providers and consumer organisations, and their stakeholders.

Based on the ITIL 4 framework, the module provides both strategic and practical best practice guidance to help organisations understand the value of Business Relationship Management as well as its key concepts and challenges. Professionals should be able to use these concepts to deliver return on investment in digital technology, develop and apply service relationship models and integrate Business Relationship Management in the organisation’s service value streams for a holistic and end-to-end approach.

        • Understand The Key Concepts Of Business Relationship Management (BRM)
          • Identify the purpose, PSFs, and value of the BRM practice.
          • Understand the key challenges of BRM.
          • Understand the key stakeholders of service relationships.
          • Understand the service journey model including the steps and the role of touch-points and service interactions.
          •  Understand the types of service relationship and the role of BRM in each type of service relationship
        • Understand BRM Value Streams & Processes
          • Understand the ITIL® service value chain model and the roles and relationships of service value streams, practices, and processes in creation of value.
          • Understand the two main processes of the Business Relationship Management (BRM) practice, including their key inputs and outputs, activities and key questions.
          • Know how to develop and apply relationship models.
          • Know how to integrate BRM in the organisation’s value streams
        • Know How To Apply BRM Models & Techniques
          • Know how to apply the following in the context of BRM, including stakeholder analysis and mapping, Gemba walk, and the voice of the customer.
        • Understand BRM Roles, Skills & Organisational Solutions
          • Understand the key skills required for BRM.
          • Describe the 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.
        • Understand How Information & Technology Supports And Enables BRM
          • Identify the key inputs and outputs of the BRM practice.
          • Describe the key BRM automation tools and their role in the practice
        • Understand The Role Of Partners & Suppliers In BRM
          • Understand the complexity of service relationships.
          • Understand the dependencies of BRM on third parties
        • Know How To Develop The BRM Capability In An Organisation
          • Understand the key concepts of the ITIL maturity model, including capability assessment
          • 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
        •  

On completion of this course, the following learning outcomes will be achieved:

  • Define Business Relationship Management roles, responsibilities, knowledge, and skills
  • Ensure stakeholders understand the strategic and operational requirements to co-create value and achieve business goals
  • Apply Business Relationship Management metrics and practice success factors to improve performance
  • Measure, assess and develop Business Relationship Management capability by using the ITIL Maturity Model.

The ITIL 4 Specialist: Business Relationship Management module is for IT professionals who are involved in establishing and nurturing the relationships between service providers and consumer organisations, and their stakeholders.

Participants who successfully complete the course and pass the examination included in the course will be recognised as certified with ITIL®4 Specialist: Business Relationship Management under the AXELOS certification scheme.

  • 40 Multiple Choice Questions
  • 1 mark per correct answer
  • 26 marks required to pass (out of 40 available) – 65%
  • 90 minutes duration
  • Closed-book
ITIL4 Foundation certification is a pre-requisite for sitting the certification examination included in the course. Relevant key concepts from the ITIL 4 framework will be covered as part of the syllabus.

There are no pre-course reading materials required for this course. A good grasp of ITIL4 concepts is advantageous.

PeopleCert’s Continuous Professional Development Programme

All participants with PeopleCert Global Best Practise certification can renew (within 3 years of their original certification dates) and keep your certification current through PeopleCert Continuous Development Programme.

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Funding Available

SSG Funding
SSG Funding
Please visit our SkillsFuture Singapore (SSG) Funding page for full details.
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Terms and conditions apply.

PSEA Funding
PSEA Funding

Please visit our IBF STS programme page for full details.  PSEA page for more info.

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Terms and conditions apply.

SkillsFuture Credit
SkillsFuture Credit

Please visit our SkillsFuture Credit page for full details.

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Terms and conditions apply.

Supported by UTAP
Supported by UTAP

NTUC members can use the Union Training Assistance Programme (UTAP) to partially cover the cost of their training.
Visit our UTAP page for more info.

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Terms and conditions apply.

Schedule

ITIL®4 Specialist: Business Relationship Management

Governance and Service Management Principals: PeopleCert
Duration: 4 Physical Enquiry
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Lionel Seaw

As Principal Consultant, Lionel Seaw offers extensive technical and managerial depth across government, pharmaceutical, and financial sectors. A trusted advisor, he combines real-world experience with a strategic helicopter-view to manage complex changes. Lionel is dedicated to building high-performance teams through effective methodologies and best practices, achieving mission-critical objectives with perseverance and focus.

Feisal Ismail

Feisal Ismail is an experienced technology and management leader who has supported organisations across government, pharmaceutical, technology, and financial services sectors. An ITIL and DevOps Institute Ambassador, he helps organisations align digital and technology strategies with broader business objectives through pragmatic, results-oriented guidance grounded in globally recognised best practices and real-world operational constraints. Meticulously organised and highly collaborative, Feisal is recognised for delivering effective and sustainable outcomes in complex engagements.

Tan Hoon-Wee

Tan Hoon Wee is an accomplished IT professional with extensive international experience in managing shared services and complex project delivery. Expert in both Waterfall and Agile methodologies, he holds prestigious certifications including PMP, PRINCE2, and CSM. He specialises in advising on organisational change and process optimisation, leveraging exceptional communication skills to maintain outstanding client relationships.

Yi-Jen Huang

Huang Yi-Jen is a specialist consultant in IT Governance and Management Frameworks. With a portfolio spanning Service Management, Agile, and Risk Management, she is recognised for achieving sustainable results through an organised, proactive delivery model. Yi-Jen is a natural communicator who excels at managing diverse stakeholders and solving complex challenges with an innovative, value-driven and professional mindset.

Luqman Haniff

Luqman Haniff is an IT security specialist with over a decade of experience advising SMEs on infrastructure and information security management. A meticulous problem solver, Haniff utilises a balanced macro-and-micro approach to tackle organisational vulnerabilities. He specialises in creating targeted, custom solutions that bridge the gap between technical necessity and cost-effective business strategy for robust protection.

Why Us?

Complimentary refresher

Participants can attend a complimentary refresher if they wish (1-year validity and subject to approval)

Post Course Advisory Support

Should you have questions after the course, you may contact the trainer for assistance regarding course material

E-learning Portal Access

1 year access to our E-learning portal. Including:
– E-books available for download
– Official sample exam
– Randomised quiz formulated by Sapience Trainers based on past examinations

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