100+ Free ITIL 4 Practitioner: Relationship Management Practice Questions

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According to ITIL 4, what is the purpose of the Relationship Management practice?

To resolve service incidents quickly while minimizing disruption to users and stakeholders

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

To negotiate, agree, and document service level targets with customers and supplier organizations

To plan and manage the full lifecycle of all software assets in the IT estate

to track

2026 Statistics

Key Facts: ITIL 4 Practitioner: Relationship Management Exam

13/20

Passing Score

65% pass mark (PeopleCert)

30 min

Exam Duration

PeopleCert (75 min ESL)

20 Qs

Objective Questions

Closed-book OTQ

$280

Exam Fee

PeopleCert voucher

Foundation

Prerequisite

ITIL 4 Foundation required

20 CPD

PeopleCert Plus Points

Practice Manager track credit

The ITIL 4 Practitioner: Relationship Management exam has 20 multiple-choice 'Objective Test Questions' delivered closed-book in 30 minutes (75 minutes for non-native English speakers). The pass mark is 65% — 13 of 20. ITIL 4 Foundation is a prerequisite. PeopleCert's voucher list price is $280, and the credential carries 20 PeopleCert Plus CPD points toward Practice Manager (PM) progression. Topics span stakeholder analysis, customer journey (Engage-Offer-Agree-Onboard-Co-create-Realize), trust building, conflict resolution, and integration with Service Level Management, Service Request Management, Business Analysis, Service Design, and Continual Improvement.

Sample ITIL 4 Practitioner: Relationship Management Practice Questions

Try these sample questions to test your ITIL 4 Practitioner: Relationship Management exam readiness. Each question includes a detailed explanation. Start the interactive quiz above for the full 100+ question experience with AI tutoring.

1According to ITIL 4, what is the purpose of the Relationship Management practice?

A.To resolve service incidents quickly while minimizing disruption to users and stakeholders

B.To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

C.To negotiate, agree, and document service level targets with customers and supplier organizations

D.To plan and manage the full lifecycle of all software assets in the IT estate

Explanation: The official ITIL 4 statement is that Relationship Management exists to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. This wording must be recognized verbatim — it is one of the most frequently tested items on the Practitioner exam.

2Which of the following BEST describes value co-creation in ITIL 4?

A.The service provider delivers a finished service to the consumer who pays for the result

B.Value is jointly created by service provider and service consumer through active collaboration in service relationships

C.Marketing and sales create value before the service consumer is involved

D.Value is realized only when the service consumer signs a service level agreement

Explanation: ITIL 4 emphasizes that value is co-created — the provider and consumer (and other stakeholders) actively collaborate so that outcomes, costs and risks are jointly shaped. Relationship Management is the practice that operationalizes this idea at strategic and tactical levels.

3In a service relationship, which three components does ITIL 4 identify?

A.Service provision, service consumption, and service relationship management

B.Service strategy, service design, and service operation

C.Service desk, service request, and service incident

D.Customer, user, and sponsor

Explanation: ITIL 4 models a service relationship as three intertwined activities: service provision (the provider's actions), service consumption (the consumer's actions), and service relationship management (the joint activity of establishing and nurturing the relationship itself).

4Which ITIL 4 stakeholder group commissions the service and usually pays for it?

A.Users

B.Customers

C.Sponsors

D.Partners

Explanation: ITIL 4 distinguishes the customer (defines requirements and accepts the service), the user (consumes the service day-to-day) and the sponsor (authorizes the budget). The customer is the primary commissioning role.

5Mendelow's stakeholder mapping grid uses which two axes?

A.Cost and benefit

B.Power and interest

C.Risk and reward

D.Influence and dependency

Explanation: Mendelow's grid plots stakeholders on a 2x2 matrix using power (ability to influence) and interest (degree of concern). The four quadrants are 'manage closely', 'keep satisfied', 'keep informed' and 'monitor'.

6On Mendelow's power-interest grid, how should HIGH-power, HIGH-interest stakeholders typically be treated?

A.Monitor with minimal effort

B.Keep informed via regular updates

C.Keep satisfied without overwhelming

D.Manage closely with active engagement

Explanation: High-power, high-interest stakeholders fall in the 'manage closely' quadrant — they have both the ability and the desire to influence outcomes, so the practice invests the most engagement effort here. These are often executive sponsors and key customers.

7Which ITIL 4 customer journey stage focuses on understanding the customer's needs and capabilities and establishing initial contact?

A.Engage

B.Onboard

C.Co-create

D.Realize

Explanation: Engage is the first stage of the ITIL 4 customer journey. It covers prospect identification, demand sensing, capability discovery, and the formation of the relationship before any concrete offer is made.

8Place the ITIL 4 customer journey stages in the correct order.

A.Offer, Engage, Onboard, Agree, Co-create, Realize

B.Engage, Offer, Agree, Onboard, Co-create, Realize

C.Engage, Agree, Offer, Co-create, Onboard, Realize

D.Onboard, Engage, Offer, Agree, Realize, Co-create

Explanation: The official ITIL 4 customer journey order is Engage, Offer, Agree, Onboard, Co-create, Realize. A useful mnemonic is 'Every Organization Always Onboards Customers Reliably'.

9During which customer journey stage are service-level expectations typically formalized through SLAs and contracts?

A.Engage

B.Offer

C.Agree

D.Co-create

Explanation: The Agree stage is where requirements, scope, service levels and commercial terms are formalized — usually through service agreements, contracts and SLAs. Service Level Management is heavily involved at this point.

10A relationship manager sets up a structured 90-day onboarding program for a new enterprise customer that includes user provisioning, training, and a value review. Which journey stage is being executed?

A.Engage

B.Onboard

C.Co-create

D.Realize

Explanation: Onboard is the stage that mobilizes the customer's users — provisioning access, delivering training, and establishing channels — so that day-to-day co-creation can begin smoothly.

About the ITIL 4 Practitioner: Relationship Management Exam

The ITIL 4 Practitioner: Relationship Management certification validates a professional's understanding and practical application of the Relationship Management practice within the ITIL 4 framework. The practice exists to establish and nurture links between the organization and its stakeholders at strategic and tactical levels, enabling value co-creation through trust, communication, customer journey design, and integration with adjacent practices like Service Level Management, Service Request Management, Business Analysis, Service Design, and Continual Improvement.

Questions

20 scored questions

Time Limit

30 minutes

Passing Score

65% (13/20)

Exam Fee

$280 (PeopleCert (on behalf of AXELOS))

ITIL 4 Practitioner: Relationship Management Exam Content Outline

20%

Practice Purpose & Key Concepts

Purpose to establish and nurture links between the organization and stakeholders at strategic and tactical levels; success factors, value, and the service relationship model

20%

Stakeholder Identification & Analysis

Stakeholder typologies (customers, users, sponsors, partners, suppliers, employees, regulators, society) and Mendelow's power-interest grid for prioritization

20%

Customer Journey & Experience

The six journey stages (Engage, Offer, Agree, Onboard, Co-create, Realize), CX/UX, NPS, CSAT, CES, and voice-of-customer feedback loops

20%

Trust, Communication & Conflict

Trust framework (competence/integrity/intent/results), push-pull-interactive communication channels, and Thomas-Kilmann conflict modes

20%

Practice Integration & Sourcing

Interfaces with Service Level Management, Service Request Management, Business Analysis, Service Design, Continual Improvement; sourcing models including SIAM

How to Pass the ITIL 4 Practitioner: Relationship Management Exam

What You Need to Know

Passing score: 65% (13/20)
Exam length: 20 questions
Time limit: 30 minutes
Exam fee: $280

Keys to Passing

Complete 500+ practice questions
Score 80%+ consistently before scheduling
Focus on highest-weighted sections
Use our AI tutor for tough concepts

ITIL 4 Practitioner: Relationship Management Study Tips from Top Performers

1Memorize the official practice purpose verbatim — many questions key on 'establish and nurture links at strategic and tactical levels'

2Know the eight stakeholder groups and where each typically lands on Mendelow's power-interest grid (manage closely / keep satisfied / keep informed / monitor)

3Master the six customer journey stages in order — Engage, Offer, Agree, Onboard, Co-create, Realize — and the relationship activities at each

4Distinguish CX (customer experience), UX (user experience), and the three CX measures: NPS (loyalty), CSAT (satisfaction snapshot), CES (effort)

5Apply the trust framework: competence + integrity + intent + results — and recognize how each is built or eroded in scenarios

6Practice mapping the five Thomas-Kilmann conflict modes (avoiding, accommodating, competing, compromising, collaborating) to scenario triggers

7Run timed 20-question mocks at 90 seconds per question to mimic the 30-minute closed-book pressure

Frequently Asked Questions

What is the ITIL 4 Practitioner: Relationship Management exam format?

The exam is closed-book and consists of 20 multiple-choice 'Objective Test Questions' (OTQ) to be completed in 30 minutes. Non-native English speakers receive 45 extra minutes (75 minutes total). The pass mark is 65% — you must answer at least 13 of 20 questions correctly. The exam is delivered through PeopleCert online proctoring or via an accredited training organization.

What are the prerequisites for ITIL 4 Practitioner: Relationship Management?

Candidates must hold a valid ITIL 4 Foundation certification, an ITIL v3 Foundation (or any higher v3 level), or an ITIL 4 Managing Professional Transition certificate. Foundation establishes the SVS, Four Dimensions, and 7 guiding principles vocabulary that the Practitioner exam builds upon.

What is the purpose of the Relationship Management practice in ITIL 4?

Per the official ITIL 4 guidance, the practice exists 'to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.' It identifies, analyses, monitors and continually improves relationships with internal and external stakeholders to enable value co-creation.

Who are the stakeholders covered by the practice?

Eight stakeholder groups are typically covered: customers (commission and pay), users (consume the service), sponsors (authorize budget), partners and suppliers (deliver shared services or components), employees (deliver internally), regulators (enforce compliance), and broader society. Each is mapped on Mendelow's power-interest grid to prioritize engagement effort.

What are the customer journey stages used in this practice?

ITIL 4 defines six customer journey stages: Engage (initial contact and demand sensing), Offer (propose solutions), Agree (formalize expectations and SLAs), Onboard (mobilize users and access), Co-create (deliver and adjust together), and Realize (measure outcomes and value). The practice maps relationship activities to each stage.

How does Relationship Management integrate with other ITIL practices?

It feeds and is fed by Business Analysis (requirements), Service Design (offering shape), Service Level Management (commitments and reporting), Service Request Management (day-to-day fulfilment touchpoints) and Continual Improvement (feedback loops). On the supply side it underpins multi-vendor SIAM, partner governance, and joint value-stream design.