This option correctly aligns the responsibilities with the standard definitions of each role within the ITIL framework.

The Service Catalogue Manager is primarily responsible for maintaining the service catalogue, which includes ensuring its accuracy (1), its consistency with the service portfolio (8), and that all services are published within it (9).

The Service Level Manager focuses on defining, agreeing, and monitoring service delivery. This involves negotiating Service Level Agreements (SLAs) (2) and supporting Operational Level Agreements (OLAs) (3), monitoring performance against targets (5), producing service reports (10), and assisting with the service catalogue (7) to ensure the services being managed are accurately described.

The Business Relationship Manager is the strategic link to the customer, responsible for establishing and maintaining the customer relationship (4) and acting as a point of escalation for complaints (6).

A: Incorrectly assigns OLA negotiation (3) to the Service Catalogue Manager and customer relationship management (4) to the Service Level Manager.

B: Incorrectly assigns core Business Relationship Manager duties like relationship management (4) and complaint handling (6) to the Service Level Manager.

C: Incorrectly assigns service reporting (10) to the Business Relationship Manager and the responsibility for publishing services in the catalogue (9) to the Service Level Manager.

1. AXELOS, ITIL® Service Design (2011 Edition), TSO (The Stationery Office), 2011.

Service Catalogue Manager: Section 4.2.5.2 describes responsibilities including "ensuring that the information in the Service Catalogue is accurate" and "consistent with the Service Portfolio." (Supports responsibilities 1, 8, 9).

Service Level Manager: Section 4.3.5.2 outlines responsibilities including negotiating SLAs and OLAs, monitoring and reporting on service levels, and "assists with the production and maintenance of an accurate Service Catalogue." (Supports responsibilities 2, 3, 5, 7, 10).

2. AXELOS, ITIL® Service Strategy (2011 Edition), TSO (The Stationery Office), 2011.

Business Relationship Manager: Section 4.5.5.2 details the role's responsibilities, which include "establishing and maintaining a constructive relationship between the service provider and the customer" and handling major incidents and customer complaints. (Supports responsibilities 4, 6).

3. University of Wisconsin-Madison, ITIL Roles and Responsibilities, DoIT Information Technology, 2018.

This document outlines ITIL roles for the university's IT services. It defines the Business Relationship Manager as the role that "Establishes and maintains a positive relationship with customers" and "Serves as an escalation point for customers." (Supports responsibilities 4, 6). It also defines the Service Level Manager as responsible for negotiating SLAs and monitoring/reporting on service levels. (Supports responsibilities 2, 5, 10).