PeopleCert ITIL-4-BRM Exam Practice Test Instant Access

Question 1

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 2

Part of an organization's strategy is to use consumer feedback as part of the service quality measurement and reporting. The business relationship management (BRM) practice is an important component of that strategy, and an objective has been set to automate, as much as possible, the collection and analysis of feedback. Given this objective, what is the minimum target capability level the organization should set for this practice?

ALevel 2

BLevel 3

CLevel 4

DLevel 5

Answer : C

The objective to automate the collection and analysis of feedback aligns with Capability Level 4, where processes are quantitatively managed and supported by automated tooling.

Question 3

Which is an example of the 'explore' step of the service relationship journey?

AChecking a service provider's reviews online before contacting the organization

BProviding a service provider feedback about a desired new feature

CDownloading a trial version of a service provider's software offering

DContacting a provider's service desk for assistance using a product

Answer : A

''Explore'' involves researching potential service providers before engagement; checking reviews online exemplifies this initial discovery phase.

Question 4

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 5

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 6

Which activity is typically a responsibility that is shared between a business relationship manager and a business relationship agent?

ACoordinating interactions between the service provider and service consumer

BManaging business relationship exceptions

CDeveloping business relationship models

DMaintaining business relationship models

Answer : A

Both the business relationship manager and agents collaborate to coordinate interactions between the service provider and service consumer, ensuring seamless communication and alignment.

Question 7

Which of the following describes a value stream?

AA model that defines the key aspects of a relationship journey for a set of business stakeholders

BA set of steps undertaken to create and deliver products and services

CAn operating model which defines the main activities required to respond to demand and facilitate value realization

DAsset of organizational resources designed for performing work or accomplishing an objective

Answer : B

A value stream is defined as the series of steps an organization undertakes to create and deliver products or services, transforming demand into value.

PeopleCert ITIL-4-BRM ITIL 4 Specialist: Business Relationship Management Exam Practice Test