ITIL® 4 Practitioner: Information Security Management

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

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.

ITIL® 4 Practitioner: Relationship Management exam

Pre-requisites: ITIL® 4 Foundation

  • This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 20 questions
  • There is a time limit of 30 minutes to complete the exam
  • The exam is closed book, with only the provided materials being permitted for use
  • The pass mark for the exam is 65%: you must answer at least 13/20 questions correctly
  • In countries where English is a second language, the time allocated for the exam is extended to 75 minutes
  • Passing this exam will allow candidates to proceed to exams for intermediate ITIL qualifications

PeopleCert Exam Information

Your exam voucher will be sent to you shortly after you purchase your course. The exam voucher must be redeemed on the PeopleCert website before starting your course. Redeeming the exam voucher allows customers to access the official eBook.

PeopleCert exams can be taken online, through your web browser or using ExamShield proctoring software. Candidates choose how to take their exam in their account area on the PeopleCert website

PeopleCert operate an exam insurance scheme called Take2. If you would like the opportunity to retake the exam , you must purchase Take2 before taking your exam.

Take2 can be purchased through your PeopleCert account up to 15 minutes before your exam.

Alternatively, you can become a PeopleCert Plus member to receive a free resit for all certifications you take.

You can find detailed information on PeopleCert exam terms and conditions on our exams terms and conditions page.

What is ITSM?

ITSM, or IT Service Management, involves applying policies, procedures, and best practices to optimize IT services for both clients and employees, enhancing efficiency and satisfaction.

What is ITIL 4?

ITIL 4 represents the latest evolution of ITIL, the globally recognized framework for ITSM. It provides a comprehensive set of best practices that guide IT-powered organizations in designing, developing, and continuously improving their IT services.

What does ITIL stand for?

Originally, ITIL stood for ‘Information Technology Infrastructure Library.’ However, as the framework has evolved with frequent updates, it is no longer considered a static ‘library.’ Currently, ITIL doesn’t stand for anything but continues to be a leading model for IT service optimization.

What does the ITIL certification path look like?

The ITIL certification journey begins with the ‘ITIL Foundation’. After achieving this, individuals can advance through ‘Practice Manager,’ ‘Managing Professional,’ or ‘Strategic Leader’ streams. Mastery of all streams enables one to qualify as an ‘ITIL Master.’ Additionally, there are four ITIL extension modules for those focusing on specific ITSM areas, which are not part of the main ITIL pathway.

How much is ITIL certification worth?

ITIL certification can significantly enhance a professional’s earning potential. According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 annually, varying by experience, role, and certification level.

How does ITIL work?

ITIL equips users with best practices for developing efficient IT services, fostering a culture of continuous improvement. This ensures services remain aligned with business objectives, optimizes resources, and facilitates ongoing enhancements.

How can ITIL benefit businesses?

ITIL 4 helps organizations optimize IT practices, supports continuous quality improvement, and remains adaptable to integrate with other methodologies like DevOps. Its forward-looking approach ensures it remains relevant as technological and best practice standards evolve.

Who are PeopleCert?

PeopleCert is a prominent accrediting body that owns and oversees several best practice frameworks, including ITIL 4, PRINCE2, MSP, PRINCE2 Agile, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 seamlessly integrates with other frameworks such as Agile, DevOps, Lean, and PRINCE2, enhancing its adaptability and applicability across various organizational contexts.

Who is this course aimed at?

ITIL 4 Practitioner: Relationship Management is designed for:

  • IT professionals looking to enhance their understanding and application of ITIL 4 management practices
  • Service management practitioners aiming to improve their ability to manage business relationships
  • Professionals seeking to develop their career by obtaining an ITIL 4 Practice Management qualification
  • Individuals responsible for implementing and managing ITIL practices within an organisation
  • ITIL Foundation Certificate holders who wish to advance their knowledge and skills in IT service management
  • Holders of any PeopleCert qualification who wish to renew their certification

What will you learn by taking this course?

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

Why should you take this course?

ITIL 4 Practitioner: Relationship Management offers professionals the opportunity to:

  • Gain a deeper understanding of the Relationship Management Practice
  • Enhance career prospects by obtaining a recognised ITIL 4 Practitioner certification
  • Improve the integration and performance of key IT service management practices within your organisation
  • Learn how to apply automation, tooling, and best practices to optimise service delivery
  • Build a strong foundation for future career advancement with in depth knowledge of a key ITIL Practice
  • Access comprehensive study materials, practice exams, and real-world case studies for effective learning and exam preparation.
  • The course offers a practice exam simulator as well as regular knowledge checks to help students prepare for the exam
  • We offer each student a FREE exam voucher (T&Cs apply)
  • This ITIL 4 Practitioner: Relationship Management course is accredited by PeopleCert

This course is accredited by:

Self-Paced eLearning

Includes exam voucher

$359.00

  • Fully accredited:
  • Exam voucher included:
  • Free handbook included:
  • Course duration: 5 hours
  • Access period: 3 months
  • Tutor support:
  • Quizzes & practice exams:
  • Mobile compatible:

Good e-Learning achieves what many thought was not possible – an online course that is straight forward and gets some very complex material across in a fun and engaging manner. The materials are illustrated with easy-to-follow graphics, voice-overs and videos that make the subject matter memorable – especially important for preparing for the exam!

Leading IT Management Consultant, Author & Lead Editor for ITIL 4: Digital & IT Strategy

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