ITIL® 4 Practitioner: Relationship Management Self-Paced Online Course & Examination
The ITIL 4 Practitioner: Relationship Management self-paced online course gives you 12 months’ access to PeopleCert’s official eLearning, with interactive content you can complete at your own pace.
- Access to your online portal for 12-months
- Interactive eLearning course and sample exams
- PeopleCert online exam voucher
- Official ITIL publication (eBook)
- Get stuck or have questions? You can contact our experts directly for assistance.
The ITIL 4 Foundation certification is the pre-requisite and must be achieved prior to starting this course.
Course Overview
The ITIL 4 Practitioner: Relationship Management practice module focuses on how to establish and nurture the links between the organisation and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders. This course will help professionals 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.
Learning Outcomes
- Understand the purpose and key concepts of the Relationship Management Practice, elucidating its significance in fostering effective communication and collaboration between the service provider and stakeholders.
- Introduce the practice success factors (PSF) and key metrics of the practice, crucial for evaluating the effectiveness and efficiency of Relationship Management in nurturing positive relationships and achieving organisational goals.
- Explore Relationship Management processes, including key activities, and learn how to integrate the practice into the organisation's value stream to enhance stakeholder satisfaction and drive business value.
- Focus on the key roles of the Relationship Management practice and understand how to position the practice effectively within the organisation. Develop the necessary competencies for building and managing relationships effectively.
- Explore how Information and Technology can support and enable the Relationship Management practice, providing tools and systems for effective communication, collaboration, and stakeholder engagement.
- Focus on the role of partners and suppliers in the Relationship Management practice, understanding how to cultivate and maintain productive partnerships to enhance service delivery and business outcomes.
- Explore how the capability criteria support the practice's capability development, ensuring alignment with industry best practices and organisational requirements for relationship management.
- Focus on recommendations for Relationship Management practice success and understand how they are supported by the ITIL guiding principles, ensuring the establishment of strong relationships and the achievement of business objectives.
Who should attend
IT Operation Leaders, IT Service Managers, Service Integration Manager, Product Managers, Enterprise Architects and IT Service Desk Analysts.
Prerequisites
ITIL 4 Foundation certification is a pre-requisite for this course.
Exam & Certification
This course prepares participants for the examination leading to the ITIL® 4 Practitioner: Relationship Management certification.
- A 30-minute, 20 question, multiple-choice exam is administered by an independent examination body, PeopleCert.
- A passing mark of 65% is required to receive your certificate.
The exam is provided as an online examination voucher, which you will receive with your course access, via email from PeopleCert with information on how to register and schedule your exam. The examination is 30 minutes, please allow for an additional 30 minutes for set up and authentication. You will require a photo identification, quiet space, webcam, speakers and a reliable internet connection.
The exam schedule is available 24/7 so you can sit your exam at a time that suits you. Your voucher will be valid for 12 months, we do recommend you complete your examination soon after completing your course – this is when the information is fresh and relevant.
Course Material & Inclusions
Access to PeopleCerts official eLearning for 12-months. Each module includes a detailed learning checklist that takes you through the course structure and ensures you cover all key topics. PeopleCert eLearning is interactive and filled with multimedia elements, quizzes and activities that make your journey through the course engaging and enriching.
ITIL® 4 Practitioner: Relationship Management online exam voucher, valid for 12-months from date of issue.
The official ITIL 4 publication available from PeopleCert is included as an eBook. This will be provided as part of your PeopleCert exam voucher.
Recent customers
An amazing instructor who explained the content very clearly and at a very good pace. This was a good balance and approach. I found the worked examples very practical and very relatable to the Defence industry sector I work in.
Really good facilitation, kept me interested and shared so many practical applications.
Gave me a better understanding of concepts, theories and tools to formalise and improve my current relationship management.
The instructor was very professional and was able to explain each area thoroughly and is available for Q&A.
Learnt a lot that we can implement or improve on in our organisation. The presenter was clear, precise and could relate difficult concepts into language and scenarios we could relate to. Everyone came away from the course feeling that had learnt something valuable.
Catholic Education, Brisbane
The examples provided by the instructor as we were covering of material, made everything make sense. This helped during the exam. Pat was fantastic and engaging. Kept everyone on their toes and ensured he took the time to explain anything we were not clear on.
BAI Communications
The instructor was great and very interactive. He made sure we understood the material and gave ample opportunity for us to ask questions. He provided great examples which tied everything in.
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