An organization wants a practice that establishes and nurtures the links between it and its stakeholders at strategic and tactical levels. Which practice meets this need?
ITIL 4 Foundation, objective 6. Purpose and key terms of 15 ITIL practices medium
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The options
Not correct Service level management
Service level management is about setting and monitoring business-based service targets. It is one channel of customer engagement, not the practice for stakeholder relationships in general.
Not correct Supplier management
Supplier management addresses one specific class of stakeholder — suppliers — and ensures their performance supports seamless provision of quality products and services. It is narrower than relationship management.
Correct Relationship management
Correct. Its purpose is establishing and nurturing links with stakeholders at strategic and tactical levels, including identifying and prioritizing their needs.
Not correct Service desk
The service desk is the operational point of contact for users. The stem specifies strategic and tactical levels, which is not where the service desk operates.
Why
The phrase 'strategic and tactical levels' is the giveaway that separates relationship management from the operational contact practices. Supplier management is the trap here because it is also relationship work, but it is scoped to suppliers only, and its purpose is stated in terms of managing supplier performance to keep provision seamless.
Where this comes from
- Cited
- ITIL 4 syllabus clause 6
- What it says
- Relationship management establishes and nurtures links between the organization and its stakeholders at strategic and tactical levels.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 6 and space the ones you get wrong.