ITIL® 4 Practitioner: Relationship Management E-Learning with Exam [E-ITIL4P-CAI-RM-GEL]

OVERVIEW

The ITIL 4 Practitioner: Relationship Management course focuses on providing an 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.

This course provides practical guidance for the relationship management practice. It is split into three core modules, covering:

- General information about the practice

- The practice’s processes and activities and their roles in the service value chain

- The organizations and people involved in the practice

- The information and technology supporting the practice

- Considerations for partners and suppliers for the practice

- Information on assessing and developing the capability of the practice

- Recommendations for succeeding in the practice

Partner Statement

The ITIL® 4 Practitioner: Relationship Management course is provided by GEL, an ATO of PeopleCert.

Copyright Statement

ITIL® is a registered trademark of PeopleCert. Used under licence from PeopleCert. All rights reserved.

OBJECTIVES

ITIL 4 Practitioner: Relationship Management enables professionals to:

• Key concepts of the Relationship Management Practice
• Practice Success factors
• Practice processes
• Key roles and competencies in the Practice
• The role of technology and automation in the Practice
• The role of Partners and Suppliers in the Practice
• The ITIL capability model

CONTENT

Module 0: Welcome to ITIL 4 Practitioner: Relationship Management

Duration: 55m

Module zero introduces you to the course main features, learning plan, aims and objectives, and structure.

Module 1: Key concepts

Duration: 1h

• Module 1 begins by explaining the purpose of the relationship management practice, along with its key concepts:
• • Types of relationships in organizations
  • Types of service relationships between organizations
  • The steps of the service relationship journey
  • Relationship models
• It then describes the practice success factors (PSFs) of the relationship management practice, and the key metrics by which they’re measured.

Module 2: Processes, value streams and people

Duration: 1h

• Module 2 explains the two relationship management practice processes: managing a common approach to relationships, and managing relationship journeys.
• It also explains the role of the practice in service value streams, the responsibilities of the relationship manager and relationship agent, and how to position the practice in the organizational structure.

Module 3: Enabling the practice

Duration: 1h

• Module 3 starts by explaining automation and tooling, and providing recommendations for the automation of relationship management.
• The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.
• It also explains how capability criteria support the practice capability development.
• The module ends with recommendations for relationship management practice success and how they’re supported by the ITIL guiding principles.

Module 4: The practice exams

Duration: 1h 5m

• Module 4 contains two practice tests provided by PeopleCert.

Module 5: ITIL 4 Practitioner: Relationship Management wrap-up

Duration: 5m

• Module 5 provides information on booking the exam and other courses of interest.