PeopleCert ITIL-4-BRM Exam Questions Instant Access

Question 1

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 2

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 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

Which BEST describes the service relationship journey?

AThe actions that a service provider undertakes to build a relationship with service consumers

BThe experience consumers have as a result of service interactions with a service provider

CThe steps a service consumer and a service provider undertake together to co-create value

DThe actions that service consumers undertake to be able to use a provider's services

Answer : C

The service relationship journey encompasses the collaborative steps taken by both the service consumer and provider to co-create value through their interactions.

Question 5

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 6

Which is an example of 'Analysing the Voice of the customer'?

AInterpreting feedback from customers about a software application and prioritizing actions

BResponding to a customer regarding their concerns about relationship management activities.

CSurveying customers about their opinions of a new software application

DPerforming regular reviews of 'Voice of the customer' activities

Answer : A

Analysing the Voice of the Customer involves reviewing and interpreting customer feedback to identify priorities and actions, which is exemplified by interpreting feedback and prioritizing actions.

Question 7

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.

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