The Business Perspective

    Business Perspective (BP) is comprised of a group of people that serve as liaisons between the business and IT. Its processes and disciplines dictate interaction methods and touchpoints between the two groups. The people on the BP team understand the business, know their goals and future direction, and work to have the new products and services in place when the Business needs them.

    This ITIL area is the major conduit where all information flows between business and IT, where business requirements are gathered and translated into IT resource requirements. Business Perspective best practices ensure all work performed by IT has been reviewed, and total cost of ownership is understood, approved by management and prioritized. In this way only meaningful work required to support the business is performed by IT. The major processes included in BP are:


    In business terms, this is the Sales and Marketing organization for IT. As the name implies, Business Relationship Management (BRM) is responsible for maintaining a good working relationship with the business. The BRM team works with the business at all levels, from strategic plans to day-to-day operations, to ensure the right services at the right price are in place to satisfy business needs. The primary goal of BRM is building a true partnership between IT and the business units with the business taking a leadership role in shaping and funding services that exploit IT technologies for business advantage.


    Supplier Relationship Management processes guide the interaction among IT, business, and vendors (both service providers and IT infrastructure suppliers). Through the effective use of these processes, not only do suppliers satisfy the organization's immediate needs, the improved working relationship also ensures that suppliers cooperatively work to provide products and services that satisfy the organization's tactical and long-term requirements.


    These activities are performed in relation to the Business Perspective processes. Work includes tasks such as educating all parties in business and IT terms, sharing tactical and strategic plans among organizations, educating business units on the service catalogue, explaining and clarifying Service Level Agreements (SLAs), educating IT on business processes and the pressures they face and vice versa.


    These processes address the continuous improvement of the ITIL processes that the organization has opted to employ. The processes also guide the review and improvement of IT services, ensuring they continue to meet changing business needs and commissioning changes when appropriate.