We provide course about ITIL® 4 Practitioner: Relationship Management. This module provides best practice guidance on how to establish and nurture the links between the organisation and its stakeholders at strategic and tactical levels.
Course description:
It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders. 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.
Course objectives:
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.
Course outline:
Modul 1 - Understanding the Relationship Management practice:
• Participants learn the purpose and scope of the Relationship Management practice and how it supports collaboration between service providers and stakeholders.
Modul 2 - Stakeholder engagement and communication:
• The course explores how organisations identify stakeholder needs, manage expectations and establish effective communication channels.
Modul 3 - Roles, responsibilities and governance:
• Participants learn about the roles involved in relationship management and how governance structures support collaboration and alignment with business goals.
Modul 4 - Supporting tools and technologies:
• The training explains how collaboration platforms, reporting tools and communication systems support relationship management activities.
Modul 5 - Measuring and improving the practice:
• Participants explore success factors, key metrics and the ITIL maturity model to measure and improve the effectiveness of the Relationship Management practice.
Target audience:
This course is suitable for:
• IT service management professionals
• Service managers and service owners
• Customer relationship managers
• IT managers responsible for service delivery
• Professionals responsible for managing stakeholder relationships and service collaboration
Prerequisites:
• For taking the exam, a candidate must have passed the ITIL 4 Foundation certification or ITIL® V3 Foundation examination.
Language:
• Engelsk innhold, norsk instruktør
Course material:
The course fee includes electronic course material, Certification test with free second shoot, lunch and refreshment for in class events only.
Certification:
You will get an exam voucher that gives you access to an online exam. This can be booked and taken home monitored by a proctor via camera. Get the step-by-Step Guidelines on how to take an Online Proctored Exam on your computer.
How to take the exam:
• 20 questions
• Multiple choice
• 13 out of 20 marks required to pass (65%)
• 30 minutes
• Closed book