6. Relationship management and agreements
Within this family of processes, ISO/IEC 20000 requires the service provider to master the three processes described below.
6.1 Commercial relationship management
Business relationship management involves a customer and a service provider.
Customer: organization or part of an organization that receives a service or several services (ISO/IEC 20000, § 3.2.3).
The standard requires the service provider to establish and maintain good relations with its customers. These good relations are based on mutual understanding and a precise description of the rights and duties of each party. When things are clearly described and understood by both parties, this is the way to prevent...
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Bibliography
- (1) - - https://www.itsmf.fr
- (2) - - http://www.ogc.gov.uk
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