ITIL 4 Practitioner: Relationship Management case studies
ITIL 4 Practitioner: Relationship Management · Put your knowledge to work in context.
The ITIL 4 Practitioner: Relationship Management credential is one of the ITIL 4 practice-level certifications published by PeopleCert, the owner of the ITIL framework. It sits above ITIL 4 Foundation and focuses on a single practice: how an organization builds, maintains and continually improves the relationships it depends on - with customers, users, sponsors, suppliers and other stakeholders - so that value co-creation actually works rather than being assumed. The ITIL 4 Practitioner: Relationship Management case studies are 5 cases and about 3,353 words.
1Green SLAs, Failing Relationship at Northbank
Northbank is a retail bank; its managed service provider, Telos IT, has met every SLA for 18 months (99.4% availability, 92% of incidents fixed within target). Yet the relationship is deteriorating.
688 words, about 3 min2Stakeholder Analysis for Meridian Water's Billing Replacement
Meridian Water is replacing its 20-year-old billing system. The programme has a fixed go-live in nine months and a steering committee that wants a stakeholder engagement plan within three weeks.
665 words, about 3 min3Who Owns the Client Relationship at Atlas Assurance?
Atlas Assurance has nine business relationship managers (BRMs), each aligned to a region, plus a central IT organisation with service owners for 22 services. A separate customer success team supports a new SaaS claims product.
656 words, about 3 min4Multi-Partner Outage in Pace Logistics' Order-to-Delivery Service
Pace Logistics runs an order-to-delivery service for a supermarket chain, GreenCart. Delivery depends on three partners: a cloud provider hosting the order platform, a network partner providing connectivity to 40 depots, and an application support partner maintaining the dispatch app.
669 words, about 3 min5Lecture-Capture Complaints at Westfield University
Westfield University's IT department has a relationship manager for each of its six faculties. Over 12 months, overall student satisfaction with IT fell from 78% to 61%, and complaints about the lecture-capture service rose 240%.
675 words, about 3 min