E-learning ITIL® 4 Practitioner: Relationship Management

ITIL® 4 Practitioner: Relationship Management teaches you to establish and nurture the links between your organisation and its stakeholders at strategic and tactical levels. The course covers how to build effective communication and collaboration with stakeholders and create business value.

Through flexible, self-paced eLearning, you will learn how to establish, analyse, monitor and improve stakeholder relationships, how to measure the effectiveness of the practice, and how to integrate relationship management into your organisation's value streams. The course prepares you for the ITIL® 4 Practitioner: Relationship Management certification exam.

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Audience

This course is suitable for professionals who work with or want to strengthen the Relationship Management practice in their organisation, including:

  • Business relationship managers
  • Service integration managers
  • IT service managers
  • IT operations leaders
  • Product managers
  • Enterprise architects

Learning Objectives

After completing the course, you will be able to:

  • Understand the purpose and key concepts of Relationship Management and how it fosters effective communication and collaboration between the service provider and its stakeholders
  • Use practice success factors (PSFs) and key metrics to evaluate the quality of stakeholder relationships and their contribution to organisational goals
  • Apply the key processes and activities of the practice and integrate them into your organisation's value streams to support greater stakeholder satisfaction and business value
  • Position the practice effectively in your organisation and understand the roles and competencies needed for building and managing relationships
  • Explain how information and technology support the practice with tools and systems for communication, collaboration and stakeholder engagement
  • Collaborate effectively with partners and suppliers to cultivate productive partnerships that improve service delivery and business outcomes
  • Use the ITIL capability model to assess and develop the capabilities of the Relationship Management practice
  • Apply recommendations for practice success, supported by the ITIL guiding principles

Prerequisites

Candidates must hold one of the following:

  • Any ITIL v3 certification
  • ITIL® 4 Foundation
  • ITIL® 4 Managing Professional certificate

Training through an accredited training organization or official ITIL eLearning is also required. Proof of completion is required before exam results are released.

Course Materials

The eLearning course includes:

  • Official ITIL® eBook
  • Exam voucher
  • Learning Resource Kit, including Learner Workbook and Quick Reference Guide
  • Interactive eLearning (approx. 2–3 hours)
  • Auto-marked sample papers
  • Practical exercises and quizzes
  • Scenario-based case studies
  • Real-time progress tracking
  • Embedded glossary with key terminology

Course Content

 

Key Concepts

The purpose and key concepts of Relationship Management and how it fosters effective communication and collaboration between the service provider and its stakeholders.

Practice Success Factors and Metrics

Practice success factors (PSFs) and key metrics used to evaluate the quality of stakeholder relationships and their contribution to organisational goals.

Processes and Value Streams

Key processes and activities of the practice, and how to integrate them into the organisation's value streams to support greater stakeholder satisfaction and business value.

Roles and Competencies

Key roles in the practice, how to position it within the organisation, and the competencies needed for building and managing relationships.

Information and Technology

How information and technology enable the practice, with tools and systems for communication, collaboration and stakeholder engagement.

Partners and Suppliers

The role of partners and suppliers, and how to work with them to cultivate productive partnerships that improve service delivery and business outcomes.

The ITIL Capability Model

How the capability criteria support the development of the Relationship Management practice in line with best practice and organisational requirements.

Practice Success

Recommendations for succeeding with Relationship Management, and how they are supported by the ITIL guiding principles.

 

Certification Exam

The course prepares you for the official ITIL® 4 Practitioner: Relationship Management certification exam.

  • 20 multiple-choice questions
  • 30 minutes
  • Closed book
  • 65% required to pass
  • Available in English
  • Exam voucher included

The exam is taken digitally via PeopleCert