Course Overview

ITIL 4 Practitioner: Relationship Management certification training courses and exams based on the ITIL practice for Relationship Management.

ITIL 4 Practitioner: Relationship Management module provides best practice guidance 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.

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.  

  • Key concepts of the practice

  • Processes of the practice

  • Roles and competencies of the practice

  • How information and technology enable the practice

  • Role of partners and suppliers in the practice

  • How the ITIL capability model can be used to develop the practice

  • How the guiding principles support the practice?

  • 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.

The target audience for this document is candidates taking the ITIL 4 Relationship Management Practitioner module.

In order to access ITIL 4 Relationship Management exam, candidates must hold an ITIL 4 Foundation certificate or an ITIL 4 Managing Professional Transition certificate.

  • Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)

  • Closed book

  • 20 multiple choice questions

  • 1 mark for each correct answer

  • Passing score: 13/20 marks - 65%

Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training

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