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IT Service Management - A guide for ITIL Foundation Exam candidates by Aidan Lawes, Ernest Brewster, Richard Griffiths, John Sansbury

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7 BUSINESS RELATIONSHIP MANAGEMENT (SS 4.5)

INTRODUCTION AND SCOPE

The long-term success of the IT service provider depends on its relationship with its customers. As in many other aspects of life, an effective long-term relationship requires commitment and effort on both sides in order to develop and maintain the trust and understanding that will underpin the relationship through good times and bad.

In its broadest sense the relationship between customer and IT service provider encompasses the full spectrum of business interactions between them, from operational matters concerned with service delivery and operational performance, through tactical issues, such as developing requirements or perhaps a business case for new or changed services, ...

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