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ITIL · 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 in ITIL focuses on building and maintaining a positive relationship with customers, with ensuring high levels of customer satisfaction as its core objective.

Processes

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

(48 responses)
  • A
    2% (1)
  • B
    88% (42)
  • C
    4% (2)
  • D
    6% (3)

Why each option

Business Relationship Management in ITIL focuses on building and maintaining a positive relationship with customers, with ensuring high levels of customer satisfaction as its core objective.

ATo identify patterns of business activity

Identifying patterns of business activity is an objective of Demand Management, which uses those patterns to forecast and shape demand for IT services - not BRM.

BTo ensure high levels of customer satisfactionCorrect

BRM is specifically designed to establish and maintain a business relationship between the service provider and customer at both strategic and tactical levels. Its primary objective is ensuring high customer satisfaction by understanding customer needs and confirming that the services delivered meet agreed expectations. Satisfaction measurement and acting on feedback are central activities within this process.

CTo secure funding to manage the provision of services

Securing funding for service provision is a responsibility of Financial Management for IT Services, which handles budgeting, accounting, and charging activities.

DTo ensure strategic plans for IT services exist

Ensuring strategic IT service plans exist falls under Service Portfolio Management and IT Strategy, which operate at a higher organizational planning level than BRM.

Concept tested: ITIL Business Relationship Management objectives

Source: https://www.axelos.com/best-practice-solutions/itil/what-is-itil

Topics

#business relationship management#customer satisfaction#BRM objectives#service provider

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