Welcome to the Office of Information Technology Services

Business Relationship Management


The Business Relationship Management (BRM) Team builds and strengthens collaborative and trusting relationships with ITS customers by advocating on their behalf and ensuring that ITS services meet their business requirements. The BRM Team:

  • Enables our customers to better understand the scope of ITS services and the business value and efficiencies they provide
  • Seeks to understand the customer's business and IT strategy
  • Ensures that ITS maintains focus on our customers by aligning services with their business needs
  • Partners with Project Management Advisors (PMAs) in the Enterprise Project Management Office (EPMO) to understand current and planned projects for assigned agencies
  • Partners with ITS support teams to facilitate and enhance communications with customers and to enhance overall customer service

The BRM Team provides a consistent communication channel and develops trusted relationships with our customers. We strive to ensure that ITS and our customers have a clear and unambiguous expectation of the level of service to be delivered. We provide measureable service targets and the information needed to ensure those targets are met.

The BRM Team actively engages with our customers and other ITS staff to:

  • Conduct regular service reviews, both internally and externally, and initiate improvements within an oeveral Service Improvement Plan
  • Determine, negotiate, document and agree on service level agreements (SLAs) and manage and review them through the Service Lifecycle
  • Monitor and report on services and service level targets within SLAs
  • Identify and define requirements for new shared services
  • Engage ITS staff in meetings with the business to better understand how to more effectively support their needs
  • Learn the critical business drivers for each respective agency and the effective use of IT in support of key business functions
  • Play an integral part in helping ITS deliver excellent customer service
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