ITIL 4 Foundation Practice Exam

What does the relationship management practice aim to establish?

1. Connections solely at the operational level

2. Nurturing links between the organization and its stakeholders at both strategic and tactical levels

3. Preventing any disruptions to service delivery

4. Evaluating stakeholder impact on project outcomes

The correct answer is: Nurturing links between the organization and its stakeholders at both strategic and tactical levels

The relationship management practice aims to cultivate and nurture links between the organization and its stakeholders at both strategic and tactical levels. This focus on fostering strong relationships is crucial for ensuring that all parties effectively collaborate toward common goals, thereby enhancing the overall effectiveness of the organization. By engaging with stakeholders at multiple levels, the organization can better understand their needs, expectations, and feedback, which informs decision-making and strategy development. This practice is essential in establishing a framework for continuous communication and interaction, allowing for alignment between the organization’s objectives and stakeholder interests. It emphasizes the importance of relationship-building as a core component of service management, contributing to improved service delivery and stakeholder satisfaction. The other options do not capture the comprehensive scope of the relationship management practice. For instance, focusing solely on connections at the operational level would overlook strategic alignment and the broader organizational context. Preventing disruptions to service delivery does not specifically address the cultivation of stakeholder relationships, while evaluating stakeholder impact on project outcomes is a narrower focus that might miss the ongoing engagement element that relationship management entails.