The customer agreement portfolio
Part of the information required on customers concerns the agreements between the service provider and the customer. This is a key source of information required by BRM and may be regarded logically as a component of the customer portfolio. In practice, however, it is best managed by service level management, which carries responsibility for negotiating and maintaining SLAs to ensure that all customer contracts and other agreements are managed centrally in order to make sure that the service provider does not undertake commitments it cannot meet. For internal service providers the agreements will be non-contractual, whereas for external service providers the agreements will be contractual. Depending on the nature and scale of the service provider, agreements may be standard agreements that are applied to all customers or agreements negotiated separately with
each customer.