ITIL Question #244: Real Exam Question with Answer & Explanation

The correct answer is C: Business relationship management. Business Relationship Management is the ITIL process focused on customer satisfaction measurement and communicating improvement plans to address dissatisfaction.

Question

Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

Options

AAvailability management
BCapacity management
CBusiness relationship management
DService catalogue management

Explanation

Business Relationship Management is the ITIL process focused on customer satisfaction measurement and communicating improvement plans to address dissatisfaction.

Common mistakes.

A. Availability Management focuses on ensuring IT services achieve agreed availability and reliability targets and does not manage customer relationships or satisfaction communications.
B. Capacity Management ensures IT capacity meets current and future business performance and throughput demands and does not handle customer satisfaction or relationship management activities.
D. Service Catalogue Management is responsible for producing and maintaining the service catalogue as an accurate reflection of available services and does not address customer satisfaction or issue resolution.

Concept tested. ITIL Business Relationship Management customer satisfaction activities

Reference. https://www.axelos.com/best-practice-solutions/itil

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