The Relationship processes describe the relationships with the business and with the suppliers.
What should the Relationship processes ensure?

A.
that all parties understand the business needs, responsibilities and obligations

B.
that the business and suppliers are directly informed of Major Incidents

C.
that the service levels for all services are consistent in the supply chain

D.
that there is a frequent contact between the suppliers and the business to resolve
dissatisfaction issues

Explanation:
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.