In ITIL 4, the purpose of the relationship management practice is to:
Establish and nurture the links between the organization and its stakeholders
Identify, analyze, monitor, and continually improve relationships with stakeholders at strategic and tactical levels
Option C closely reflects this wording: “Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders.” This matches the official purpose description, so C is correct.
The other options actually describe other practices:
A. Creating collaborative relationships with key suppliers… – This aligns with supplier management, which focuses on obtaining value from suppliers and managing supplier relationships.
B. Setting clear business-based targets so that the delivery of a service can be properly assessed – This is the purpose of service level management, not relationship management.
D. Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner – This describes service request management.
Therefore, the option that correctly reflects the purpose of the relationship management practice is C.
