The purpose of Business Relationship Management (BRM) is to establish and maintain a business relationship between the IT service provider (SP) and the customer. This relationship needs to be based on an understanding of the customer and their business needs (what services the customer needs now and in the future). BRM must also help to establish an understanding of the requirements (utility & warranty) a customer is going to expect and to insure the service providers ability to meet those expectations. The customer portfolio is a database used to record all customers of the IT service provider. It is used by many processes but is defined and maintained in the business relation management process. It provides insight into the customer and is developed from the point of view of the business relationship manger. It allows the service provider to understand who the customers are and make the distinction between customers and users. This enables the BRM to be able to