“A function is a team or group of people and the tools or other resources they use to carry out one or more processes or activities. (Quelle: ITIL 2011)”
In der Service Strategy von ITIL 2011 wird nun ein neuer Prozess beschrieben – das Business Relationsship Management. Hier werden Aufgaben des Business Relationship Managers wie folgt beschrieben:
“For many organizations, the role of the business relationship manager (BRM) was established to execute certain customer-facing activities in various processes… the BRM often represents other processes when engaged in business relationship management – for example,... service portfolio management, demand management and capacity management. Thus, it may seem unclear as to which process the BRM role is executing….Business Relationship Managers are often required to execute activities from other processes simply because of their customer-facing position (Quelle: ITIL 2011).”
Und auch noch:
“The business relationship management process... is rarely executed as a single end-to-end process (Quelle: ITIL 2011). “
Hätte man den BRM-Prozess nicht dannn auch als BRM-Funktion beschreiben können?
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