The relationship processes describe the two aspects of business relationship management and supplier management. In this context the standard focuses on the role of the service provider (frequently a company’s IT organization) which is logically positioned between customer and supplier.

Both customers as well as suppliers can be part of the service provider’s organization or external. A fundamental distinction is drawn between the following three levels for the contracts:

• The agreements between the customer and service provider are known as service level agreements (SLA).
• External support (suppliers) required for the agreed IT services are formalized with underpinning contracts.
• Operational level agreements govern the relationships within the IT organization for the service delivery.

In order to create good relationships between the participating parties clear agreements must be in place. In this context, all parties should have the same understanding of the business requirements, service capacity as well as the framework conditions and the respective responsibilities and obligations. This is the only way in which each party can meet its performance obligation.