In this module, you will learn how 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.

In this module, you will learn how to:

• Ensure the effective use of third-party services by establishing a common approach to sourcing strategy and managing supplier relationships
• Maintain a single point of control on active and planned supplier contracts and services
• Define strategies for the use of suppliers’ and partners’ services, to evaluate and select suppliers, and to ensure that consumed services meet or exceed agreed service levels, the cost of the consumed services is optimal, and associated risks are understood and controlled
• Improve customer satisfaction and loyalty
• Measure, assess and develop the Supplier Management practice capability in their organisation by using the ITIL Maturity Model

In this module, you will learn how to:

• Set and manage a shared view of the quality of services between the service provider and the service consumer, aimed at all key stakeholders on both sides
• Monitor and evaluate the actual service quality and continual improvement of the services and agreements
• Translate stakeholder expectations and needs into metrics, then organize and manage the resources appropriately
• Manage ongoing delivery and improvement of services through a well-documented agreement such as the service level agreement (SLA)
• Measure, assess and develop the Service Level Management practice capability in their organization by using the ITIL Maturity Model

In this module, you will learn how to:

• Adapt to changing business needs and circumstances, and maintain and increase the value generated by their service value system (SVS)
• Enhance product and service quality, reliability and responsiveness
• Improve their overall capabilities to deliver and manage services efficiently
• Develop an organizational culture of engagement, empowerment and innovation
• Measure, assess and develop the Continual Improvement practice capability in their organization by using the ITIL Maturity Model

In this module, you will learn how to:

• Ensure in conjunction with other ITIL Practices that an organization’s products and services meet the required level of information security for all involved parties 
• Protect the technology and data assets crucial for the organization’s operations, including from loss of reputation and financial consequences
• Protect the organization, its employees and its customers from cyber crime
• Provide a clear picture of information security threats and vulnerabilities
• Measure, assess and develop the Information Security Management practice capability in their organization by using the ITIL Maturity Model