PeopleCert ITIL-4-BRM Exam Practice Test Instant Access

Question 1

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 2

Which input used to develop the business relationship management approach is an output of the workforce and talent management practice?

ABusiness relationship principles

BAssessment of the organization's culture

CService portfolio

DOrganization's strategy

Answer : B

An assessment of the organization's culture is produced by the Workforce and Talent Management practice and serves as an input when developing the Business Relationship Management approach.

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

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 5

What technique is MOST appropriate to help a business relationship manager understand how a customer affects the business relationship journey?

AVoice of customer

BGemba walk

CStakeholder analysis and mapping

DBusiness relationship models

Answer : C

Stakeholder analysis and mapping helps the BRM identify and understand a customer's influence, interests, and impact on each stage of the relationship journey.

Question 6

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 7

An organization is observing the interactions they have with their customers when negotiating service targets.

Which technique is this an example of?

AGemba walk

BVoice of the customer

CStakeholder analysis and mapping

DValue stream mapping

Answer : A

A Gemba walk involves directly observing work and interactions in the real environment such as customer negotiations to gain firsthand insights into processes.

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