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Copyright © BCS 2017 Page 1 of 15 BCS Specialist Certificate in Business Relationship Management Syllabus Version 2.0 April 2017

BCS Specialist Certificate in Business Relationship Management Syllabus Version 2.0 April 2017 This qualification is not regulated by the following United Kingdom Regulators - Ofqual, Qualification in Wales, CCEA or SQA


BCS Specialist Certificate in Business Relationship Management Syllabus Introduction ........................................................................................................................ 4 Objectives .......................................................................................................................... 4

Specific Learning Objectives 4 Target Audience ................................................................................................................. 5 Course Format and Duration .............................................................................................. 5 Eligibility for the Examination ............................................................................................. 6 Format of the Examination ................................................................................................. 6 Additional time ................................................................................................................... 6

For candidates requiring reasonable adjustments 6 For candidates whose language is not the language of the examination 6

Excerpts from BCS books .................................................................................................. 6 Guidelines for Accredited Training Organisations ............................................................... 7 Use of Calculators .............................................................................................................. 7 Syllabus ............................................................................................................................. 8

1. Introduction to Business Relationship Management (BRM) 8 2. BRM related processes, based on industry best practices 8 3. Tools, methods and techniques 10 4. BRM roles and responsibilities – SFIA and ITIL® 10 5. Control, measurement and reporting activities 10 6. Analysis of reports, statistics and trends 11 7. Interfaces and Dependencies 11 8. Planning, improvement and implementation 12 9. Mock Examination 12

Levels of Knowledge / SFIA Levels .................................................................................. 13 Question Weighting .......................................................................................................... 13 Format of Examination ..................................................................................................... 14 Trainer Criteria ................................................................................................................. 14 Classroom Size ................................................................................................................ 14 Invigilator to Candidate Ratio during examination ............................................................ 14 Recommended Reading List ............................................................................................ 15 Additional Reading Material ............................................................................................. 15


Change History Any changes made to the syllabus shall be clearly documented with a change history log. This shall include the latest version number, date of the amendment and changes made. The purpose is to identify quickly what changes have been made. Version Number and Date

Changes Made

V2.0 April 2017

Standardised New Template Format adopted, with revised ToC. No material change to syllabus content. K levels checked

V1.9 March 2015

Updated language requirements for extra time and use of dictionaries. Added in new sections for reasonable time, eligibility for the examination, format and duration of the course and BCS excerpts from books. Candidate experience reduced to two years to one.

V1.8 January 2014

Added simple non-programmable calculators can be used during the exam –supplied by the candidate.

V1.7 October 2013

Updated trainer requirements to show minimum pass rate.

V1.6 April 2012

Removed reference to ITIL® The Business Perspective particularly the Business Relationship Management sections as this was a V2 reference.

V1.5 February 2012

References to ITIL, ISO/IEC 20000, COBIT and SFIA inserted at Rational and Reading List. Minor update to reading list entry.

V1.4 December 2011

Removed capitalisation of words throughout syllabus where appropriate.

V1.3 August 2011

Replaced BCS logo with BCS logo. Made it clearer that accredited training is strongly recommended but is not a pre-requisite. Improved information regarding extra time.

V1.2 August 2010

Changed exam time to 90 minutes. Added in trainer criteria and classroom sizes.

V1.0 June 2010

Syllabus formatted and updated following ATO feedback


Introduction This qualification reflects the general industry best practices currently in use in IT service management (ITSM) and particularly Business Relationship Management (BRM). The subject matter within this qualification is based on industry best practice, frameworks and guidelines. This qualification forms part of the BCS ‘IT Service Management (ITSM) Specialist’ series. Please note that throughout this document:

all references to ITIL® refer to the 2011 editions which can be purchased from the TSO bookshop (www.tsoshop.co.uk)

all references to ISO20000 refer to the 2011 edition of Part 1 all references to COBIT® refer to the COBIT V4.1 all references to SFIA refer to the SFIA V4.0

Objectives

This course provides candidates with an understanding of the principles of, and practical experience of using, industry best practice involved in operating, monitoring, reporting, implementing, planning and improving business relationship management, leading to a specialist qualification in Business Relationship Management (BRM). Specific Learning Objectives Holders of the BCS Specialist Certificate in Business Relationship Management (BRM) will be able to demonstrate their competence in, and their ability to:

Explain the goal and objectives of BRM Understand and explain the processes, roles and functions, especially those related

to BRM Use different approaches to, and application of, standards, industry best practice

frameworks and guidelines, relevant to BRM Develop and improve the customer and business focus of BRM Define the value of IT to the business, the business value chain and the value

network Implement and manage the process for managing the provision of service.

Implementation of new services and service reporting through all stages of the service lifecycle

Develop and agree the approach to business/IT alignment in collaboration with the relevant stakeholders

Develop relationships with customers and business managers by meeting, discussing, reviewing and negotiating with customers, users, stakeholders and other business managers

Understand the business viewpoint and the need for communication


Use and apply the demand management process to define future customer and business needs

Assist with the production of business cases Be aware of the support tools and techniques available for the implementation and

support of BRM, where possible identifying and instigating improvements Practical analysis of problem and statistics and proposing resolutions to improve the

overall service performance Produce BRM reports for dissemination and interpret and use their contents Understand the interdependencies between BRM and other IT areas and processes Assist with the planning and implementation of BRM

Target Audience This course is aimed at those working or preparing to work in a business relationship environment whether at a technical, operational, supervisory or managerial level. This course may also be of value to project managers, business managers and business process owners, service owners and personnel working in other areas of ITSM. The purpose of the specialist qualification in BRM is to certify that the candidate has gained the knowledge of relevant industry best practices and is capable of applying them in a working environment. This course is aimed at:

Individuals who require a working knowledge of the industry best practice used in BRM and how it may be used to enhance the quality of ITSM within an organisation

IT professionals who are working within an organisation which has adopted and adapted some of these practices and are required to deliver or improve BRM within an ongoing service improvement programme (SIP)

Course Format and Duration Candidates can study for this certificate in two ways: by attending training courses provided by an Accredited Training Organisation or by self-study. An accredited training course will require a minimum of 18 hours of study undertaken over a minimum of three days. The course can be delivered a number of different ways from traditional class-room based training to online e-learning.


Eligibility for the Examination Candidates must hold the Foundation Certificate in IT Service Management and it is recommended to have a minimum of one year’s experience in an IT service management environment or a number of years’ experience in a specialist service management discipline. It is recommended that candidates have taken this BCS Specialist Certificate in Business Relationship Management course with an Accredited Training Organisation. Format of the Examination 90 minute ‘closed book’

25 multiple choice questions Pass mark is 16/25 (64%)

Additional time For candidates requiring reasonable adjustments Please refer to the reasonable adjustments policy for detailed information on how and when to apply. For candidates whose language is not the language of the examination If the examination is taken in a language that is not the candidate’s native/official language, candidates are entitled to:

25% extra time Use their own paper language dictionary (whose purpose is translation between the

examination language and another national language) during the examination Electronic versions of dictionaries will not be allowed into the examination room

Excerpts from BCS books Accredited Training Organisations may include excerpts from BCS books in the course materials. If you wish to use excerpts from the books you will need a license from BCS to do this. If you are interested in taking out a licence to use BCS published material, you should contact the Head of Publishing at BCS outlining the material you wish to copy and the use to which it will be put.


Guidelines for Accredited Training Organisations Each major subject heading in this syllabus is assigned an allocated time. The purpose of this is two-fold: first, to give both guidance on the relative proportion of time to be allocated to each section of an accredited course and an approximate minimum time for the teaching of each section; second, to guide the proportion of questions in the exam. Accredited Training Organisations may spend more time than is indicated and candidates may spend more time again in reading and research. Courses do not have to follow the same order as the syllabus. Courses may be run as a single module or broken down into two or three smaller modules. This syllabus is structured into sections relating to major subject headings and numbered with a single digit section number. Each section is allocated a minimum contact time for presentation. Accredited Training Organisations may include additional exercises where they believe these add value to the training course. The syllabus contains references to established standards. The use of referenced standards in the preparation of training material is mandatory. Each standard used must be the version quoted in the current version of this syllabus. Use of Calculators Simple non-programmable calculators can be used during paper based examinations (to be provided by the candidate). Candidates taking on-line examinations will have access to an on-screen calculator. No other calculators or mobile technology will be allowed.


Syllabus For each top-level area of the syllabus where Questions are being applied, a percentage and K level is identified. The percentage is the exam coverage of that area, and the K level identifies the maximum level of knowledge that may be examined for that area. 1. Introduction to Business Relationship Management (BRM) This section of the module provides a basic introduction to the discipline of Business Relationship Management, describes how it should fit in with the overall course structure, and provides a brief overview of course objectives, exam format and agenda. Syllabus Code SCBRM01 (5%, 0.9 hours) 1.1 The History of ITSM

1.2 An introduction to ITSM in general

Candidates should be able to understand: 1.2.1 Standards 1.2.2 Good practice 1.2.3 Frameworks such as ISO/IEC 20000, ITIL® and COBIT® and the differences in

approach

1.3 The goal and objectives of business relationship management Candidates should be able to understand the requirement for: 1.3.1 Supplier relationship management 1.3.2 The roles and responsibilities of the account manager 1.3.3 The roles and responsibilities service delivery manager 1.3.4 An outline of the related functions, roles and processes

2. BRM related processes, based on industry best practices This section should incorporate at least one practical session to help delegates understand the major processes of BRM and their operation Syllabus Code SCBRM02 (30%, K3, 5.4 hours) 2.1 BRM concepts and principles

Candidates should be able to understand the requirement for: 2.1.1 The responsibilities and objectives in support of generic BRM 2.1.2 The business value chain 2.1.3 The approaches to business/IT alignment 2.1.4 Understanding the business viewpoint 2.1.5 Managing the provision of services 2.1.6 Supplier relationship management


2.1.7 Implications of outsourced suppliers

2.2 The how - ITIL® and its application to BRM Candidates should be able to describe the requirement for: 2.2.1 The structure intent and use of ITIL® 2.2.2 The key BRM guidelines within ITIL® 2.2.3 Interfaces with and dependencies on other areas of ITIL® especially service

level management, supplier management, service portfolio management, capacity management, request fulfilment and change management

2.3 The generic business relationship management process including:

Candidates should be able to explain: 2.3.1 Business relationship management – developing effective working relationships

between the business and IT at strategic, tactical and operational levels using negotiation and communication skills

2.3.2 Communicating and representing business views, needs, impact and priorities to other IT personnel and processes

2.3.3 High-level requirements analysis and demand management for identifying and documenting future requirements

2.3.4 Planning, review and development – continual review and planning of improvements within a business-focused culture in IT, principally at the strategic level

2.3.5 Liaison, education and communication – coordination and development of knowledge and skills, distribution of information within IT. Principally operating at the tactical and operational levels

2.3.6 Ensuring that customer satisfaction is surveyed, measured and improved

2.4 The what – the requirements of the ISO/IEC 20000 standard: Candidates should be able to explain the requirements for the proper documentation of: 2.4.1 The structure, intent and use of ISO/IEC 20000 2.4.2 The key BRM requirements of Part 1 of the standard including design and

transition of new and changed services, the relationship processes, service level management and service reporting

2.4.3 Supporting material from Part 2 of the standard 2.4.4 Risk assessments 2.4.5 The overall service management system 2.4.6 Interfaces with and dependencies on other areas of the standard

2.5 On completion of the course the candidate should be able to: 2.5.1 Develop and manage effective relationships with customers, stakeholders and

business managers 2.5.2 Analyse, document and communicate business demand and requirements 2.5.3 Develop a business focussed culture, throughout IT 2.5.4 Measure and record customer satisfaction 2.5.5 Explain the ISO/IEC 20000 requirements of BRM 2.5.6 Support the BRM aspects of an ISO/IEC 20000 certification


3. Tools, methods and techniques Syllabus Code SCBRM03 (5%, K3, 0.9 hours) 3.1 Awareness, knowledge and use of BRM support tools and techniques:

Candidates should be able to explain the approach for using BRM tools: 3.1.1 Generic requirements for BRM toolsets 3.1.2 Integration with other areas, processes and functions 3.1.3 The benefits of automation

3.2 On completion of the course the candidate should be able to assist with the: 3.2.1 Definition of assessment criteria for choosing appropriate support tools 3.2.2 Selection of appropriate support tools and techniques 3.2.3 Justification, procurement and implementation of such tools

4. BRM roles and responsibilities – SFIA and ITIL® Candidates should be able to outline the skills and knowledge required by BRM personnel Syllabus Code SCBRM04 (5%, K3, 0.9 hours) 4.1 Skills Framework for the Information Age (SFIA) and its use with defining BRM roles:

Candidates should be able to outline: 4.1.1 Overview of the structure and content of the SFIA framework 4.1.2 BRM roles, levels of responsibility and work activities

4.2 ITIL® and its use in defining BRM roles:

Candidates should be able to explain: 4.2.1 BRM roles and responsibilities

4.3 On completion of the course the candidate should be able to: Candidates should be able to: 4.3.1 Apply the SFIA framework to the definition of BRM roles and responsibilities 4.3.2 Apply the ITIL® guidelines to the definition of BRM roles and responsibilities

5. Control, measurement and reporting activities Syllabus Code SCBRM05 (10%, K4, 1.8 hours) 5.1 COBIT® and its application to BRM

Candidates should be able to describe: 5.1.1 The structure intent and use of COBIT® 5.1.2 The key BRM requirements of COBIT® DS1 5.1.3 Interfaces with and dependencies on other areas of COBIT®


5.2 The preparation of BRM reports for dissemination: Candidates should be able to describe: 5.2.1 The purpose of service reports, management reports and reporting. What to

report on - and what not to? 5.2.2 Key performance indicators (KPIs) and critical success factors (CSFs) 5.2.3 How statistics can be used, and abused 5.2.4 Common categories of classification and analysis

5.3 On completion of the course: Candidates should be able to: 5.3.1 Describe the BRM reports required and their use 5.3.2 Use and apply COBIT® principles and techniques to BRM 5.3.3 Describe and explain the BRM control objectives of COBIT® and how they

could be achieved 5.3.4 Produce regular, ad hoc and exception BRM reports 5.3.5 Define, measure and report on the metrics and KPIs of BRM 5.3.6 Analyse reports and take appropriate action

6. Analysis of reports, statistics and trends This session should incorporate a practical session to help delegates understand the importance of accurate and relevant reports, statistics and their analysis. Syllabus Code SCBRM06 (15%, K4, 2.7 hours) 6.1 The analysis of reports, statistics and reports, identifying trends:

Candidates should be able to: 6.1.1 Identify areas of weakness and propose resolutions for the proactive

improvement of services 6.2 On completion of the course

Candidates should be able to: 6.2.1 Analyse details of reports 6.2.2 Identify trends 6.2.3 Make use of statistical techniques e.g. extrapolation, trend-lines, distribution

curves 6.2.4 Identify weaknesses such as linked incidents and initiate corrective actions and

changes 7. Interfaces and Dependencies This section of the module will provide an appreciation and understanding of the interfaces and dependencies BRM has with other areas, functions and processes Syllabus Code SCBRM07 (10%, K3, 1.8 hours) 7.1 Areas of Interest will include:


7.1.1 Service level management 7.1.2 Request fulfilment 7.1.3 Problem management 7.1.4 Change and release and deployment management 7.1.5 Service asset and configuration management 7.1.6 IT security management 7.1.7 Capacity, availability, finance and continuity principles 7.1.8 Project and major changes 7.1.9 Supplier management 7.1.10 Technical, operations and applications management teams

7.2 On completion of the course Candidates should be able to: 7.2.1 Identify and understand the interfaces that BRM has with other areas, functions

and processes 7.2.2 Define and document the dependencies between other areas, functions and

processes and BRM 7.2.3 Assist with the development, implementation and automation of procedures

facilitating interfaces and dependencies 8. Planning, improvement and implementation This section of the module will provide an overview of the planning, implementation and continual improvement (Plan/Do/Check/Act) of BRM Syllabus Code SCBRM08 (10%, K3, 1.8 hours) 8.1 On completion of the course

Candidates should be able to: 8.1.1 Explain the activities involved in the planning of BRM 8.1.2 Understand the potential costs, benefits and problems associated with the

implementation of BRM 8.1.3 Know the objectives and scope of BRM 8.1.4 Review the functionality of BRM and the operation of the BRM processes

identifying areas of weakness 8.1.5 Instigate resolutions and proactive improvements in BRM within an overall SIP

9. Mock Examination The purpose of this unit is to help the candidate to pass the examination. Specifically, candidates will sit one full mock examination which will subsequently be reviewed

Syllabus Code SCBRM09 (10%, 1.8 hours)


Levels of Knowledge / SFIA Levels This course will provide candidates with the levels of difficulty / knowledge skill highlighted within the following table, enabling them to develop the skills to operate at the levels of responsibility indicated. The levels of knowledge and SFIA levels are explained in on the website www.bcs.org/levels. The levels of knowledge will also enable candidates to develop the following levels of skill to be able to operate at the following levels of responsibility (as defined within the SFIA framework) within their workplace: Level Levels of Knowledge Levels of Skill and Responsibility (SFIA)

K7 Set strategy, inspire and mobilise K6 Evaluate Initiate and influence K5 Synthesise Ensure and advise K4 Analyse Enable K3 Apply Apply K2 Understand Assist K1 Remember Follow

Question Weighting Syllabus Area Target number of questions SCBRM01 0 SCBRM02 8 SCBRM03 2 SCBRM04 2 SCBRM05 3 SCBRM06 4 SCBRM07 3 SCBRM08 3 SCBRM09 0 Total 25 Questions


Format of Examination Type 25 scenario based Multiple Choice Questions, Duration 90 minutes. Candidates are entitled to an additional 30 minutes if they are sitting an examination in a language that is not their native/official

language. Pre-requisites Accredited training is strongly recommended but is not a pre-requisite.

Candidates must hold the ITIL Foundation Certificate. It is also recommended that candidates have a minimum of one years’ experience in IT Service Management.

Supervised Yes Open Book No (No reading materials allowed into the examination room) Pass Mark 16/25 (64%) Calculators Simple non-programmable calculators can be used during the exam –

to be supplied by the candidate. Learning Hours 18 Hours Delivery Paper based examination via a BCS Accredited Training Organisation Credits No ITIL credits are available for this examination from March 2015.

Trainer Criteria Criteria Hold the BCS Specialist Certificate in Business Relationship

Management Have 10 days’ training experience or have a train the trainer

qualification Have a minimum of 3 years’ practical experience in the subject

area Classroom Size Trainer to candidate ratio 1:16

Invigilator to Candidate Ratio during examination Trainer to candidate ratio 1:25


Recommended Reading List Please note that throughout this document (including this reading list):

all references to ITIL® refer to the 2011 edition of the five core books all references to ISO/IEC 20000 refer to the 2011 edition of Part 1 all references to COBIT® refer to the COBIT version 4.1 all references to SFIA refer to the SFIA version 4.0

ITIL® Service Strategy particularly the Business Relationship Management sections COBIT® Business Relationship Management sections PO 4 and DS 1 ISO/IEC 20000 Section 7 – Relationship processes SFIA BRM areas

Additional Reading Material Title: Service Strategy Author: Multiple authors Publisher: TSO Publication Date: 2011 ISBN: 9780113313044 URL: www.tsoshop.co.uk Title: The Business Perspective Author: Multiple authors Publisher: TSO Publication Date: 2004 URL: www.tsoshop.co.uk Title: COBIT 4.1 - Framework Control Objectives (Management Guidelines Maturity Models) Author: Multiple Publisher: IT Governance Institute Publication Date: 2007 URL: www.itgi.org Title: ISO/IEC 20000-1:2011 Information technology – Service management Part 1: Service management system requirements Author: N/A Publisher: ISO Publication Date: 2011 URL: www.iso.org Title: Skills Framework for the Information Age (SFIA) URL: http://www.sfia.org.uk/

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