ITIL 4 Managing Professional TransitionDemo

By ITIL · Question Mode

QuestionQ19

ITIL Experience

A large service provider with many employees has developed a relationship with a customer and agreed to a 10-year contract. Both organizations have freely shared information and responded to requests.

Which is MOST LIKELY to threaten maintenance of the relationship?

  • A Scheduling interactions between customer and service provider
  • B Changes in service provider and customer staff
  • C Failing to explain service provider actions that impact the customer
  • D Failing to deal with communication in a timely fashion
Explanation

Changes in personnel at either organization can remove established contacts, relationship knowledge, and trust built between individuals. Long-term relationship management therefore requires continuity or deliberate transition of these connections when staff change.

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