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ITIL-4-BRM ITIL 4 Specialist: Business Relationship Management Free Practice Exam Questions (2025 Updated)

Prepare effectively for your ITIL ITIL-4-BRM ITIL 4 Specialist: Business Relationship Management certification with our extensive collection of free, high-quality practice questions. Each question is designed to mirror the actual exam format and objectives, complete with comprehensive answers and detailed explanations. Our materials are regularly updated for 2025, ensuring you have the most current resources to build confidence and succeed on your first attempt.

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Total 40 questions

Which of the following describes a value stream?

A.

A model that defines the key aspects of a relationship journey for a set of business stakeholders

B.

A set of steps undertaken to create and deliver products and services

C.

An operating model which defines the main activities required to respond to demand and facilitate value realization

D.

Asset of organizational resources designed for performing work or accomplishing an objective

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

A.

Persuasion/negotiation

B.

Strategic Thinking

C.

Written and verbal communications

Which is an example of the ‘Prepare the team’ step of Gemba walks?

A.

A business relationship manager informs staff of a future Gemba walk of the value stream for creating a new service

B.

A relationship manager records the findings of observing the negotiation of service targets

C.

A relationship manager asks another manager to join the Gemba walk for onboarding new customers

D.

A relationship manager discusses the findings of a Gemba walk with other stakeholders

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?

A.

Keep satisfied

B.

Monitor

C.

Manage closely

D.

Keep informed

Which statement about the relationship between the capability criteria and the four dimensions of service management is CORRECT?

A.

Each capability level contains the same number of criteria for each of the four dimensions

B.

Each capability level contains one or more criteria for each of the four dimensions

C.

Each capability criterion is linked to only one of the four dimensions

D.

Not all capability criteria have been mapped to one of the four dimensions

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 uses a Gemba walk for analysing stakeholders influence and interest

C.

A business relationship manager is provided with a set of principles to apply when discussing sustainability issues with customers

D.

A business relationship manager is provided high-level guidance for customer discussions

Which is an example of the ‘explore’ step of the service relationship journey?

A.

Checking a service provider's reviews online before contacting the organization

B.

Providing a service provider feedback about a desired new feature

C.

Downloading a trial version of a service provider's software offering

D.

Contacting a provider’s service desk for assistance using a product

WhichBESTdescribes the service relationship journey?

A.

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

B.

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

C.

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

D.

The actions that service consumers undertake to be able to use a provider’s services

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

Which technique is this an example of?

A.

Gemba walk

B.

Voice of the customer

C.

Stakeholder analysis and mapping

D.

Value stream mapping

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.

The organization's strategy

D.

One of the four dimensions of service management

What is the LOWEST level at which capability criteria related to practice automation is typically defined?

A.

Level 1

B.

Level 3

C.

Level 4

D.

Level 5

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?

A.

Adoption of a common approach to BRM

B.

The service provider's image in the business

C Number and percentage of terminated contracts

C.

Satisfaction of key stakeholders with the relationship

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Total 40 questions
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