Which activity is an example of service relationship management?
ITIL 4 Foundation, objective 1. Key concepts of service management medium
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How these questions are written — where each question comes from, what the verification ledger records, and what happens when one is found wrong.
The options
Not correct The provider granting users access to its resources and fulfilling agreed service actions
Wrong. Those are service provision activities, performed by the provider alone.
Correct Provider and consumer meeting regularly to review whether the agreed offerings still support the consumer's changing needs
Correct. Service relationship management is the joint activity of both parties to ensure continual value co-creation based on agreed and available service offerings.
Not correct The consumer managing its own staff and equipment so that they can use the service
Wrong. That is service consumption, performed by the consumer alone.
Not correct The provider improving the availability of its infrastructure to meet a service level target
Wrong. Continual improvement of the provider's own resources sits within service provision; nothing here is jointly performed.
Why
A service relationship comprises three things: service provision (what the provider does), service consumption (what the consumer does), and service relationship management — the activities the two perform jointly to keep co-creating value from the agreed offerings. The word that resolves this item is 'joint'.
Where this comes from
- Cited
- ITIL 4 syllabus clause 1
Practise this
Reading one question is not practice. The trainer will draw a short set from objective 1 and space the ones you get wrong.
More questions on this objective
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- Which description matches the CUSTOMER role in a service relationship? machine-checked
- A video conferencing service can host meetings of up to 200 participants and record them. It is available 99.9% of the time and all recordings are encrypted at rest. Which part of this description is UTILITY? machine-checked
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