PeopleCert ITIL-4-BRM Exam Questions Instant Access

Question 1

What is an output of the 'managing business relationship journeys' process?

AUpdated relationship records

BBRM training and awareness material

CA review of the organization's culture

DBusiness relationship principles and models

Answer : A

An output of managing business relationship journeys is updated relationship records, which capture the current status and outcomes of those journeys for ongoing management.

Question 2

Which question should be considered during the 'Identify stakeholders and relationship model' activity of the 'Managing business relationship journeys' process?

AIs escalation required?

BWho is responsible for managing the relationship?

CWhat is the role of BRM in each value stream?

DWhat are the events to monitor and process?

Answer : B

Determining ''Who is responsible for managing the relationship?'' is central to identifying stakeholders and selecting the appropriate relationship model.

Question 3

Which skill requires a business relationship manager to be introspective and understand their own behavior?

ASelf-awareness

BPersuasion/negotiation

CStrategic Thinking

DWritten and verbal communications

Answer : A

Self-awareness involves introspection and understanding one's own behaviors, emotions, and impact on relationships, which is essential for a business relationship manager.

Question 4

In the context of the capability model, what are the capability criteria for each practice success factor mapped to?

AKey metrics

BThe service value system

CThe organization's strategy

DOne of the four dimensions of service management

Answer : A

Capability criteria are specific, measurable attributes of success factors and are directly mapped to key metrics used to assess practice performance.

Question 5

The business relationship managers at a large it service provider are exploring ways to improve the customer journey. As an objective of this initiative, they want to automate the feedback collection and reporting mechanisms that are used to monitor customer experience. Given this objective, what is the minimum target capability level for organization should set for this practice?

ALevel 2

BLevel 3

CLevel 4

DLevel 5

Answer : C

Automating feedback collection and reporting indicates a move towards quantitatively managed, tool-supported processes, which corresponds to Capability Level 4.

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 activity in the 'managing business relationship journeys' process executes the activities for the business relationship journey?

AManage exceptions

BAnalyze the organization's culture, strategy, and stakeholders

CFollow the business relationship model

DReview the relationship

Answer : C

''Follow the business relationship model'' is the activity that carries out the defined sequence of journey steps, executing the business relationship journey in practice.

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