Exin Exam ITSM20F.EN Topic 3 Question 22 Discussion

A . Correct. The Relationship processes cover Supplier Management and Business Relationship Management, and together they should ensure that the business drivers of the customer are understood and that the responsibilities and obligations of all parties are understood and documented.

B . Incorrect. The process for a Major Incident should include communication across all areas involved in resolution as well as to the customers affected. However, this is managed within the Incident Management process and is the responsibility of a nominated manager of the Major Incident. It is therefore outside of the scope of the Relationship processes.

C . Incorrect. It is not necessary for the services levels to be consistent across all suppliers, and in fact it is unlikely that this will be the case. It is however necessary that supplier service levels are aligned with those of the business, so that the Service Level Agreements (SLAs) agreed with the customer can be met.

D . Incorrect. The business should not have direct contact with the suppliers. The service provider is responsible for managing the suppliers to ensure the quality of the services provided to the business.