BCS Specialist Certificate In Business Relationship Management Training Course

Get a clearer understanding of key areas in Business Relationship Management


The Specialist Certificate in Business Relationship Management course focuses on creating and maintaining a successful relationship between the Service Provider and its Customers (whether they are internal or external).

This three-day course will take you through an explanation of how to identify who your customers actually are, how to communicate successfully to ensure you understand their issues and positively influence them.

You’ll find out how tools and frameworks can help you, such as the Customer Portfolio, SFIA and COBIT. You’ll also gain an understanding of the importance and use of associated processes such as Service Level Management, Demand Management and Supplier Management.

The course ends with a one and a half hour, scenario based, twenty-five question multiple-choice examination. The pass mark is 16/25 (65%). You will be appropriately prepared for this by our tutors throughout the course. Included in this preparation will be the opportunity to answer at least one practice exam paper, which will raise your confidence levels.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
3 Days
£1950Excl. VAT

Course Outline

This course is split in to modules. The following modules aim to give you a thorough understanding of each course topic:

  • Introduction: Overview of course structure, objectives, exam format and agenda. History of ITSM, introduction to ITSM in general, including standards, good practice and frameworks such as ISO/IEC 20000, ITIL® and COBIT® and the differences in approach.
  • The goal and objectives of business relationship management including supplier relationship management and the roles and responsibilities of the account manager and service delivery manager and an outline of the related functions, roles and processes.
  • Business relationship management and related processes, based on industry best practices:
  • BRM concepts and principles
  • The how - ITIL® and its application to BRM
  • A generic BRM process
  • The what – the requirements of the ISO/IEC 20000 standard
  • Tools, methods and techniques:
  • Awareness, knowledge and use of BRM support tools and techniques
  • Generic requirements for BRM toolsets
  • Integration with other areas, processes and functions
  • The benefits of automation
  • BRM– Roles and responsibilities – SFIA and ITIL®:
  • Skills Framework for the Information Age (SFIA) and its use with defining BRMroles
  • ITIL® and its use in defining BRM roles
  • Control, measurement and reporting activities:
  • COBIT® and its application to BRM
  • The preparation of BRM reports for dissemination
  • Analysis of reports, statistics and trends:
  • The analysis of reports, statistics and reports, identifying trends
  • Interfaces and dependencies
  • The appreciation and understanding of the interfaces and dependencies BRM has with other areas, functions and processes
  • Planning, improvement and implementation:
  • The planning, implementation and continual improvement (Plan/ Do/ Check/ Act ) of BRM


The Specialist Certificate in Business Relationship Management will provide you with a good understanding of the principles of, and practical experience of, developing, maintaining, operating and improving a business relationship management process. BCS specialist certifications in IT service management draw on the broad range of good practice in service management and are not limited to ITIL®. They embrace COBIT®, ISO/IEC 20000, SFIA / SFIAplus and ITIL® - enabling job specific skill development.

About the Course

All of our tutors are experienced Service Management experts, and they will explain in detail the relevant aspects of Business Relationship Management. The course will involve presentations from the tutor plus interaction with the tutor and other course attendees about practical “real life” issues.

Who Should Attend

The course is most applicable to those who:

  • Are an individual who requires a working knowledge of industry best practice used in Business Relationship Management (BRM) and how it may be used to enhance the quality of ITSM within an organisation.
  • Are an IT professional who is working within an organisation that has adopted and adapted some of these practices and are required to deliver or improve Business Relationship Management within an on-going Service Improvement Programme (SIP).
  • Are aiming to work or are preparing to work in a Business Relationship Management process whether at a technical, operational, supervisory or managerial level.

This course may also be of interest to Project Managers, Business Managers and Business Process Owners.

Materials Provided

  • A full copy of all course slides, with room to make your own notes
  • A full copy of the ITIL® Glossary and Acronym List
  • Course hand outs to aid further understanding, where applicable
  • Sample questions

Organisational Benefits

Through understanding Business Relationship Management, the IT teams can ensure that customer satisfaction is maintained over the long term.

From the customers’ point of view, Business Relationship Management ensures that their concerns are successfully dealt with; from the IT team’s point of view, it means that they have assurance they are meeting the customers’ needs, whilst at the same time any of their own concerns are successfully communicated to the customers.

Individual Benefits

Attending this course will give you better understanding of how to communicate with customers, which will increase your value to the whole IT team. Greater understanding of issues and the knowledge of how to deal with them will lead to greater job satisfaction.

Other benefits such as better promotion prospects or the potential to increase your salary may also accrue!


Candidates are required to have completed the ITIL® Foundation Certificate in IT Service Management and have a minimum of two years relevant IT experience. Please note that as of May 2015 BCS requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.

Photographic ID is required for all exams, otherwise results will be withheld until proof has been provided.


A copy of the syllabus for this certification will be provided.

Exam Overview

Please note that as of May 2015 BCS requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.

The course ends with a 90 minute ‘closed book’ exam of a multiple-choice, scenario based, gradient-scored paper of 8 questions. Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

The examination is taken on the afternoon of the 3rd day

Exam Type

Classroom Exam

Professional Development Units - PDUs

Continuing Professional Development – CPD points

Professional Development Units – PDUs


BCS Business Relationship Management Specialist Certificate

Next Steps

Contact one of our helpful account managers who will be able to assist you in deciding next steps – whether this is sitting another Lifecycle course or something else, such as a Capability or Specialist course perhaps.


This BCS Specialist Certificate in Business Relationship Management course will provide you with the details and key steps that are needed if you are involved in communicating with customers and with the delivery effective and efficient services.

By achieving a pass mark in this exam, you will be awarded a world recognised BCS qualification.

Candidates who have already taken and passed this examination before the end of March 2015, will be able to use the relevant 1.5 credits from the complementary qualifications as part of their pathway to the ITIL® Expert certification, with a total of 22 points being required in order to be become an ITIL® Expert.

BCS Specialist Certificate In Business Relationship Management Course Dates

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