Course Summary
The ITIL 4 Practitioner: Relationship Management is for IT professionals who want to prove and validate their skills in this specific practice area. The individuals can demonstrate their understanding and application of the key concepts, principles, value and challenges of the practice at both strategic and operational levels, maximising value of the Relationship Management practice in their everyday work.
This course will help you to:
Establish a common approach to relationships and relationship management that can be adopted and followed across the organisation
Ensure successful relationships within an organisation, as well as between an organisation and external parties including customers, users, partners and suppliers
Promote shared or mutually recognised goals, no-blame cooperation and collaboration, continuous learning, open communication, and conflict prevention and mediation
Identify and manage stakeholders and their interests
Measure, assess and develop the Relationship Management practice capability in their organisation by using the ITIL Maturity Model.
1 The key concepts of the practice
1.1. Explain the purpose of the practice
1.2 Describe the PSFs & key metrics of the practice
1.3. Explain the key terms/concepts:
a) types of relationships in organizations (business associate, business friend, personal friend)
b) types of service relationships between organizations (basic, cooperative, partnership)
c) steps of service relationship journey (explore, engage, offer, agree, onboard/off-board, co-create, realize)
d) relationship models
2 The processes of the practice
2.1 Describe inputs and outputs of the processes
2.2 Describe the key activities of the processes
2.3 Know how to integrate the practice in the organization’s value streams
3 The roles and competences of the practice
3.1 Describe the responsibilities of the key roles of the practice:
a) relationship manager
b) relationship agent
3.2 Know how to position the practice in the organizational structure
4 How information and technology support and enable the practice
4.1 Explain the tools application
4.2 Apply the recommendations on automation
5 The role of partners and suppliers in the practice
5.1 Explain the dependencies of the practice on third parties
5.2 Explain how partners and suppliers can support the practice
6 How the ITIL capability model can be used to develop the practice
6.1 Explain how capability criteria support the practice capability development
7 The recommendations for the practice success
7.1 Understand the recommendations for relationship management success and how they are supported by the ITIL guiding principles
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