PeopleCert ITIL-4-BRM Exam Questions Instant Access

Question 1

An organization is performing a stakeholder analysis.

Which is an example of a stakeholder that should be monitored?

AA senior manager who has control of a project

BEnd users who have no control over or interest in the software they use

CA business relationship manager who wants to ensure that a service fulfils the customer's needs

DA financial controller who has little interest in a project

Answer : B

End users with neither control (power) nor interest fit the ''monitor'' category in stakeholder analysis, requiring minimal effort to track their status.

Question 2

Which activity is typically shared between a business relationship manger and business relationship agent?

ADeveloping business relationship models

BReviewing business relationships

CFollowing business relationship models

DMaintaining relationships with service consumer stakeholders

Answer : D

Both the business relationship manager and agent share the responsibility of maintaining relationships with service consumer stakeholders to ensure ongoing alignment and engagement.

Question 3

Which activity is the responsibility of the 'sponsor' role?

AAuthorizes the budget for service consumption

BDefines the requirements for a service

CUses the service

DTakes responsibility for the outcomes of service consumption

Answer : A

The sponsor is the individual who secures and authorizes funding for service consumption, ensuring that the necessary budget is allocated.

Question 4

Identify the missing word(s) in the following sentence.

A key challenge of the business relationship management practice is a lack of understanding of the operating models of the [?].

AIT service provider

BKey stakeholders

CExternal regulators

DService consumer

Answer : D

A core challenge for Business Relationship Management is that the practice often lacks insight into the operating models of the service consumer, which hampers its ability to align services with consumer needs.

Question 5

Which TWO statements about BRM and third-party services are CORRECT?

1. BRM does not focus on suppliers as they never interact directly with the organization's users

2. BRM ensures that, where appropriate, suppliers follow a service provider's BRM approach

3. BRM is not directly involved in and does not need to understand supplier services

4. BRM needs to understand dependencies on supplier services as they influence user experience

A1 and 2

B2 and 4

C1 and 3

D3 and 4

Answer : B

Statement 2 is correct because BRM ensures that suppliers align with the organization's relationship management approach when interacting with consumers.

Statement 4 is correct because understanding supplier dependencies is vital for BRM to manage and influence the overall user experience.

Question 6

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 7

What key question should be asked when verifying and adjusting a business relationship model?

AIs there an applicable relationship model?

BIs this a new or existing relationship?

CDid we deviate from the model or did the model not work as expected?

DDoes the agent understand the context and the applicable relationship model?

Answer : C

Verifying and adjusting the business relationship model requires assessing whether deviations occurred because the process wasn't followed or because the model itself was ineffective.

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