ITIL 4 Study Cards - Relationship Management [Practice] & Key Activities

The practice of establishing and nurturing the links between the organization and its stakeholders at strategic and tactical levels.

Relationship Management [Practice]

(RMP)

A good relationship is about making an...

I. M. P. A. C. T.

I - Identify Stakeholders

M - Manage Complaints & Escalations

P - Prioritize Needs & Expectations

A - Align Trust & Goals

C - Communicate Regularly

T - Track / Report Satisfaction & Engagement

Recognize who your stakeholders are (internal or external) and understand their needs, influence, and expectations. (RMP)

Identify and Analyze Stakeholders (RMP)

[Impact]

Handle dissatisfaction professionally, and resolve issues while preserving the relationship. (RMP)

Manage Complaints and Escalations (RMP)

[iMpact]

Learn what each stakeholder values most. Not all needs can be addressed equally, so this includes setting expectations and priorities. (RMP)

Understand and Prioritize Needs (RMP)

[imPact]

Create relationships that are about more than transactions. This includes negotiating fairly, keeping commitments, and aligning long-term goals. (RMP)

Build Trust and Strategic Alignment (RMP)

[impAct]

Ensure regular, clear, and two-way communication—this builds trust, transparency, and early awareness of issues. (RMP)

Maintain Effective Communication (RMP)

[impaCt]

Measure how stakeholders perceive the relationship and the service. Use feedback to make improvements. (RMP)

Monitor Satisfaction and Engagement (RMP)

[impacT]