ITIL® 4 Practitioner: Relationship Management
1-Day

This module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Relationship Management Practice. It is intended to provide candidates with best practice guidance on how to establish and nurture the links between...  READ MORE

Price: £600 * (including exam)

  • Course:ITIL4-PRAC-RM ( £495 )
  • Exam:ITIL Practitioner ( £105 )

(Prices exclude VAT which will be added at the prevailing rate.)

ITIL® 4 Practitioner: Relationship Management

Description

This module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Relationship Management Practice. It is intended to provide candidates with best practice guidance on how to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

The ITIL 4 Relationship Management Practitioner module is structured and aligned around the ITIL framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Relationship Management Practice publication.

 

Contents

The key concepts of the practice

  • Explain the purpose of the practice
  • Describe the PSFs & key metrics of the practice
    • Explain the key terms/concepts: types of relationships in organizations (business associate, business friend, personal friend)
    • types of service relationships between organizations (basic, cooperative, partnership)
    • steps of service relationship journey (explore, engage, offer, agree, onboard/offboard, co-create, realize)
    • relationship models

The processes of the practice

  • Describe inputs and outputs of the processes
  • Describe the key activities of the processes
  • Know how to integrate the practice in the organization’s value streams

The roles and competences of the practice

  • Describe the responsibilities of the key roles of the practice:
    • relationship manager
    • relationship agent
  • Know how to position the practice in the organizational structure

How information and technology support and enable the practice

  • Explain the tools application
  • Apply the recommendations on automation

The role of partners and suppliers in the practice

  • Explain the dependencies of the practice on third parties
  • Explain how partners and suppliers can support the practice

How the ITIL capability model can be used to develop the practice

  • Explain how capability criteria support the practice capability development

The recommendations for the practice success

  • Understand the recommendations for relationship management success and how they are supported by the ITIL guiding principles.

Exam

  • 30 minutes closed book exam
  • 20 multiple choice questions (each one being worth 1 mark)
  • Pass mark 13 out of 20 or 65%.
  • Candidates must have passed the ITIL4 Foundation examination or be an ITIL4 Managing Professional to attend this course.

Dates For ITIL® 4 Practitioner: Relationship Management

VIRTUAL training

  • 18 April 2024
  • 19 July 2024
  • 10 October 2024
  • To book any of these dates, please see below.

Availability and pricing for ITIL® 4 Practitioner: Relationship Management:

Please Note: Exam fees (where applicable) are included in the prices quoted.

18 April 2024 - VIRTUAL training

£600

19 July 2024 - VIRTUAL training

£600

10 October 2024 - VIRTUAL training

£600