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The Specialist Certificate in Business Relationship Management course focuses on creating and maintaining a successful relationship between the Service Provider and its Customers (whether they are internal or external).
This three-day course will take you through an explanation of how to identify who your customers actually are, how to communicate successfully to ensure you understand their issues and positively influence them.
You’ll find out how tools and frameworks can help you, such as the Customer Portfolio, SFIA and COBIT. You’ll also gain an understanding of the importance and use of associated processes such as Service Level Management, Demand Management and Supplier Management.
The course ends with a one and a half hour, scenario based, twenty-five question multiple-choice examination. The pass mark is 16/25 (65%). You will be appropriately prepared for this by our tutors throughout the course. Included in this preparation will be the opportunity to answer at least one practice exam paper, which will raise your confidence levels.
This course is split in to modules. The following modules aim to give you a thorough understanding of each course topic:
The Specialist Certificate in Business Relationship Management will provide you with a good understanding of the principles of, and practical experience of, developing, maintaining, operating and improving a business relationship management process. BCS specialist certifications in IT service management draw on the broad range of good practice in service management and are not limited to ITIL®. They embrace COBIT®, ISO/IEC 20000, SFIA / SFIAplus and ITIL® - enabling job specific skill development.
All of our tutors are experienced Service Management experts, and they will explain in detail the relevant aspects of Business Relationship Management. The course will involve presentations from the tutor plus interaction with the tutor and other course attendees about practical “real life” issues.
The course is most applicable to those who:
This course may also be of interest to Project Managers, Business Managers and Business Process Owners.
Through understanding Business Relationship Management, the IT teams can ensure that customer satisfaction is maintained over the long term.
From the customers’ point of view, Business Relationship Management ensures that their concerns are successfully dealt with; from the IT team’s point of view, it means that they have assurance they are meeting the customers’ needs, whilst at the same time any of their own concerns are successfully communicated to the customers.
Attending this course will give you better understanding of how to communicate with customers, which will increase your value to the whole IT team. Greater understanding of issues and the knowledge of how to deal with them will lead to greater job satisfaction.
Other benefits such as better promotion prospects or the potential to increase your salary may also accrue!
Candidates are required to have completed the ITIL® Foundation Certificate in IT Service Management and have a minimum of two years relevant IT experience. Please note that as of May 2015 BCS requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.
Photographic ID is required for all exams, otherwise results will be withheld until proof has been provided.
A copy of the syllabus for this certification will be provided.
Please note that as of May 2015 BCS requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.
The course ends with a 90 minute ‘closed book’ exam of a multiple-choice, scenario based, gradient-scored paper of 8 questions. Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
The examination is taken on the afternoon of the 3rd day
Continuing Professional Development – CPD points
Professional Development Units – PDUs
This BCS Specialist Certificate in Business Relationship Management course will provide you with the details and key steps that are needed if you are involved in communicating with customers and with the delivery effective and efficient services.
By achieving a pass mark in this exam, you will be awarded a world recognised BCS qualification.
Candidates who have already taken and passed this examination before the end of March 2015, will be able to use the relevant 1.5 credits from the complementary qualifications as part of their pathway to the ITIL® Expert certification, with a total of 22 points being required in order to be become an ITIL® Expert.
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