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By ITIL · Question Mode

QuestionQ67

Relationship Management

An organization operates an incident-resolution value stream that is effective and efficient in most situations. However, in some cases, support-team members are unsure how to interact with executive or VIP users. User satisfaction with support staff is lower than usual in these situations.

What should the organization introduce into the value stream to improve this situation?

  • A Relationship models
  • B Relationship journeys
  • C Analysis and reporting tools
  • D CRM tools
Explanation

Relationship journeys define and improve the interactions and touchpoints in a relationship. They help support teams tailor their engagement to executive and VIP users, improving confidence in those interactions and user satisfaction.

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