PeopleCert ITIL-4-BRM Exam Questions Instant Access

Question 1

Which is an example of the 'Prepare the team' step of Gemba walks?

AA business relationship manager informs staff of a future Gemba walk of the value stream for creating a new service

BA relationship manager records the findings of observing the negotiation of service targets

CA relationship manager asks another manager to join the Gemba walk for onboarding new customers

DA relationship manager discusses the findings of a Gemba walk with other stakeholders

Answer : A

''Prepare the team'' involves informing and readying participants for the upcoming Gemba walk; notifying staff about the future observation aligns with that preparatory activity.

Question 2

In the context of a cooperative relationship, which would NOT be a role of business relationship management?

AUsing information to look for new ways to add value for the service consumers

BBalancing becoming a trusted partner with investing too much in high-value services

CAchieving strategic alignment and setting common goals and priorities

DIdentifying tailored services that meet service outcome and experience expectations

Answer : B

In a cooperative relationship, Business Relationship Management focuses on adding value, achieving strategic alignment, and identifying tailored services; balancing the risk of over-investing in high-value services is not one of its defined roles.

Question 3

As part of a stakeholder analysis, a senior manager has been identified who has financial control over BRM activities and is keen to see BRM succeed within the organization.

Which communication strategy should be used for this stakeholder?

AKeep satisfied

BMonitor

CManage closely

DKeep informed

Answer : C

A stakeholder with both high power (financial control) and high interest (keen to see BRM succeed) requires a ''manage closely'' strategy to ensure their needs and expectations are proactively addressed.

Question 4

An organization has set an objective that by the end of the year it will develop and communicate values and principles to be adopted by everyone within the organization relative to business relationship management (BRM).

What metric can BEST be used to assess whether this objective has been met?

AAdoption of a common approach to BRM

BThe service provider's image in the business
C Number and percentage of terminated contracts

DSatisfaction of key stakeholders with the relationship

Answer : A

Measuring the adoption of a common approach to BRM directly reflects whether the newly developed values and principles have been communicated and embraced across the organization by year's end.

Question 5

Which describes the skill of self-awareness?

AThe ability to be introspective and understand one's own behavior

BThe ability to persuade stakeholders at all levels within an organization?

CThe ability to question effectively and demonstrate active listening

DThe ability to understand trends in technology and influence long-term planning

Answer : A

Self-awareness is defined as the capacity for introspection and understanding one's own behaviors and their effects.

Question 6

In the context of the ''business relationship management'' practice, which statement is CORRECT?

AFocuses primarily on the needs of service users

BNurtures relationships at strategic levels

CFocuses on relationships between individuals

DAims to manage agreements with consumers

Answer : B

The Business Relationship Management practice is designed to nurture and maintain relationships with stakeholders at strategic and organizational levels, ensuring alignment between the organization's strategy and stakeholder needs.

Question 7

An organization has assembled a small team to do a self-assessment of its business relationship management capabilities in advance of a formal assessment. The team has reviewed all the criteria for level 2.

What should this team do NEXT?

AProceed to Level 3.

BLook for evidence of missing capabilities.

CIdentify evidence for every criterion that has been met.

DSet the target capability level.

Answer : C

After reviewing Level 2 criteria, the next step is to collect and document evidence for each criterion that has been met to validate the assessment before moving forward.

PeopleCert ITIL 4 Specialist: Business Relationship Management ITIL-4-BRM Exam Questions