ITIL-FOUNDATION · Question #178
Which of the following is an objective of business relationship management?
The correct answer is B. To ensure high levels of customer satisfaction. Business Relationship Management (BRM) is focused on maintaining a positive relationship between the service provider and its customers, with ensuring high customer satisfaction as a core objective.
Question
Which of the following is an objective of business relationship management?
Options
- ATo identify patterns of business activity
- BTo ensure high levels of customer satisfaction
- CTo secure funding to manage the provision of services
- DTo ensure strategic plans for IT services exist
How the community answered
(45 responses)- A2% (1)
- B89% (40)
- C4% (2)
- D4% (2)
Why each option
Business Relationship Management (BRM) is focused on maintaining a positive relationship between the service provider and its customers, with ensuring high customer satisfaction as a core objective.
Identifying patterns of business activity is an objective of Demand Management, which forecasts and influences customer demand for services.
BRM's primary objective is to ensure high levels of customer satisfaction by understanding customer needs, managing expectations, and identifying changes in the business environment that could affect service delivery. It acts as the bridge between the customer and the IT service provider to ensure services continue to meet business needs. Satisfaction measurement and feedback loops are central BRM activities.
Securing funding for service provision is the responsibility of Financial Management for IT Services, not BRM.
Ensuring strategic IT service plans exist falls under Service Strategy and Portfolio Management, not Business Relationship Management.
Concept tested: Business Relationship Management objectives in ITIL
Source: https://www.axelos.com/certifications/itil-service-management
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