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NEW QUESTION # 21
Which input used to develop the business relationship management approach is an output of the workforce and talent management practice?
- A. Business relationship principles
- B. Service portfolio
- C. Assessment of the organization's culture
- D. Organization's strategy
Answer: C
Explanation:
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.
NEW QUESTION # 22
Which BEST describes the service relationship journey?
- A. The steps a service consumer and a service provider undertake together to co-create value
- B. The actions that a service provider undertakes to build a relationship with service consumers
- C. The experience consumers have as a result of service interactions with a service provider
- D. The actions that service consumers undertake to be able to use a provider's services
Answer: A
Explanation:
The service relationship journey encompasses the collaborative steps taken by both the service consumer and provider to co-create value through their interactions.
NEW QUESTION # 23
In the context of the capability model, what are the capability criteria for each practice success factor mapped to?
- A. Key metrics
- B. The service value system
- C. One of the four dimensions of service management
- D. The organization's strategy
Answer: A
Explanation:
Capability criteria are specific, measurable attributes of success factors and are directly mapped to key metrics used to assess practice performance.
NEW QUESTION # 24
In the context of a cooperative relationship, which would NOT be a role of business relationship management?
- A. Identifying tailored services that meet service outcome and experience expectations
- B. Achieving strategic alignment and setting common goals and priorities
- C. Balancing becoming a trusted partner with investing too much in high-value services
- D. Using information to look for new ways to add value for the service consumers
Answer: C
Explanation:
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.
NEW QUESTION # 25
Which is an example of the 'Prepare the team' step of Gemba walks?
- A. A relationship manager records the findings of observing the negotiation of service targets
- B. A relationship manager asks another manager to join the Gemba walk for onboarding new customers
- C. A relationship manager discusses the findings of a Gemba walk with other stakeholders
- D. A business relationship manager informs staff of a future Gemba walk of the value stream for creating a new service
Answer: D
Explanation:
"Prepare the team" involves informing and readying participants for the upcoming Gemba walk; notifying staff about the future observation aligns with that preparatory activity.
NEW QUESTION # 26
Which activity is NOT likely to be performed by a partner or supplier in support of the business relationship management practice?
- A. Providing tools to assist the business relationship management practice.
- B. Being accountable for the business relationships and the BRM practice.
- C. Performing and analyzing satisfaction surveys of business relationships.
- D. Advising the internal IT service provider on experience management techniques.
Answer: B
Explanation:
Accountability for the organization's business relationships and the BRM practice remains an internal responsibility; partners and suppliers support but do not hold that accountability.
NEW QUESTION # 27
What technique is MOST appropriate to help a business relationship manager understand how a customer affects the business relationship journey?
- A. Gemba walk
- B. Voice of customer
- C. Stakeholder analysis and mapping
- D. Business relationship models
Answer: C
Explanation:
Stakeholder analysis and mapping helps the BRM identify and understand a customer's influence, interests, and impact on each stage of the relationship journey.
NEW QUESTION # 28
Which describes the skill of self-awareness?
- A. The ability to persuade stakeholders at all levels within an organization?
- B. The ability to understand trends in technology and influence long-term planning
- C. The ability to question effectively and demonstrate active listening
- D. The ability to be introspective and understand one's own behavior
Answer: D
Explanation:
Self-awareness is defined as the capacity for introspection and understanding one's own behaviors and their effects.
NEW QUESTION # 29
Which is an example of 'Reviewing the VoC program'?
- A. Surveying customers about their opinions of a new software application
- B. Interpreting feedback from customers about the performance of a service and prioritizing actions
- C. Performing regular reviews of 'Voice of the customer' activities
- D. Implementing improvements to a business relationship journey
Answer: C
Explanation:
Reviewing the VoC program means conducting periodic evaluations of the overall Voice of the Customer activities to ensure the program remains effective and aligned with objectives.
NEW QUESTION # 30
Which is an example of an approach to managing a business relationship in a clear domain?
- A. A business relationship manager is provided with a detailed set of instructions for gathering information about new customers
- B. A business relationship manager is provided high-level guidance for customer discussions
- C. A business relationship manager uses a Gemba walk for analysing stakeholders influence and interest
- D. A business relationship manager is provided with a set of principles to apply when discussing sustainability issues with customers
Answer: A
Explanation:
In a clear domain, processes are well understood and documented; providing a detailed set of instructions aligns with that clarity, guiding the BRM's information-gathering.
NEW QUESTION # 31
Which is an example of the 'Prepare the team' step of Gemba walks?
- A. A relationship manager records the findings of observing the negotiation of service targets
- B. A relationship manager asks another manager to join the Gemba walk for onboarding new customers
- C. A relationship manager discusses the findings of a Gemba walk with other stakeholders
- D. A business relationship manager informs staff of a future Gemba walk of the value stream for creating a new service
Answer: D
Explanation:
"Prepare the team" involves informing and readying participants for the upcoming Gemba walk; notifying staff about the future observation aligns with that preparatory activity.
NEW QUESTION # 32
Which TWO means of automation should an organization use to check whether its business relationship models can be applied to a particular situation?
1. Workflow management tools
2. Mind mapping
3. Analysis and reporting tools
4. Knowledge management and sharing tools
- A. 1 and 2
- B. 3 and 4
- C. 2 and 3
- D. 1 and 4
Answer: B
Explanation:
Analysis and reporting tools can automatically evaluate data and metrics to determine if a given relationship model is suitable.
Knowledge management and sharing tools provide accessible repositories of models and contextual information to support automated decision-making on applicability.
NEW QUESTION # 33
Which is an example of the 'explore' step of the service relationship journey?
- A. Contacting a provider's service desk for assistance using a product
- B. Downloading a trial version of a service provider's software offering
- C. Providing a service provider feedback about a desired new feature
- D. Checking a service provider's reviews online before contacting the organization
Answer: D
Explanation:
"Explore" involves researching potential service providers before engagement; checking reviews online exemplifies this initial discovery phase.
NEW QUESTION # 34
Which is an example of 'Analysing the Voice of the customer'?
- A. Performing regular reviews of 'Voice of the customer' activities
- B. Surveying customers about their opinions of a new software application
- C. Interpreting feedback from customers about a software application and prioritizing actions
- D. Responding to a customer regarding their concerns about relationship management activities.
Answer: C
Explanation:
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.
NEW QUESTION # 35
An organization has assembled a small team to do a self-assessment of its business relationship management capabilities in advance of a formal assessment. The team has reviewed all the criteria for level 2.
What should this team do NEXT?
- A. Look for evidence of missing capabilities.
- B. Proceed to Level 3.
- C. Set the target capability level.
- D. Identify evidence for every criterion that has been met.
Answer: D
Explanation:
After reviewing Level 2 criteria, the next step is to collect and document evidence for each criterion that has been met to validate the assessment before moving forward.
NEW QUESTION # 36
An organization has created a value stream to define new or changed service level agreements (SLAs).
What TWO activities in this value stream are most likely to include contributions from a business relationship management practice?
1. Identify customer requirements
2 Create a draft SLA
3. Verify that SLA is achievable
4. Negotiate agreed SLA
- A. 3 and 4
- B. 1 and 2
- C. 1 and 4
- D. 2 and 3
Answer: C
Explanation:
BRM engages in understanding and capturing customer requirements (activity 1) and plays a key role in negotiating the agreed SLA (activity 4) to ensure alignment with stakeholder expectations.
NEW QUESTION # 37
A parent is authorizing the purchase of a cell phone for her child. What role is the parent assuming?
- A. Provider
- B. Sponsor
- C. Customer
- D. User
Answer: B
Explanation:
By authorizing the purchase, the parent is assuming the sponsor role.
NEW QUESTION # 38
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