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ITIL-4-BRM - ITIL 4 Specialist: Business Relationship Management Authoritative New Test Duration
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Peoplecert ITIL-4-BRM Exam Syllabus Topics:
Topic
Details
Topic 1
- Performance Measurement and Success Factors: This section of the exam measures the skills of a Business Relationship Manager and focuses on identifying appropriate metrics and key success factors to evaluate relationship effectiveness. Candidates will learn how to use these indicators to continuously improve relationship management practices and align them with the organization’s strategic goals.
Topic 2
- Relationship Models and Value Co-Creation: This section of the exam measures the skills of a Service Relationship Manager and covers how to develop and apply effective relationship models based on ITIL best practices. It focuses on fostering long-term collaboration between service providers and consumers to improve communication, transparency, and the overall customer experience in a structured and measurable way.
Topic 3
- Capability Assessment Using the ITIL Maturity Model: This section of the exam measures the skills of a Service Relationship Manager and involves assessing the current maturity of the organization’s relationship management capabilities. The focus is on applying the ITIL Maturity Model to identify gaps, guide improvements, and support long-term growth through structured capability development.
Topic 4
- Business Relationship Management Roles and Responsibilities: This section of the exam measures the skills of a Service Relationship Manager and focuses on identifying and defining the core responsibilities, skills, and knowledge areas required for successful business relationship management. Candidates will be expected to understand how this role contributes to connecting service providers with consumers and aligning IT services with business outcomes.
Topic 5
- Strategic and Operational Stakeholder Engagement: This section of the exam measures the skills of a Business Relationship Manager and addresses how to ensure that stakeholders at every level understand and support the service strategy. It highlights the importance of engaging both strategic and operational stakeholders in co-creating value, aligning expectations, and working toward shared goals across the service value system.
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Peoplecert ITIL 4 Specialist: Business Relationship Management Sample Questions (Q39-Q44):
NEW QUESTION # 39
Which input used to develop the business relationship management approach is an output of the workforce and talent management practice?
- A. Organization's strategy
- B. Assessment of the organization's culture
- C. Service portfolio
- D. Business relationship principles
Answer: B
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 # 40
Which is an example of the 'explore' step of the service relationship journey?
- A. Providing a service provider feedback about a desired new feature
- B. Checking a service provider's reviews online before contacting the organization
- C. Downloading a trial version of a service provider's software offering
- D. Contacting a provider's service desk for assistance using a product
Answer: B
Explanation:
"Explore" involves researching potential service providers before engagement; checking reviews online exemplifies this initial discovery phase.
NEW QUESTION # 41
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 business relationship manager informs staff of a future Gemba walk of the value stream for creating a new service
- C. A relationship manager discusses the findings of a Gemba walk with other stakeholders
- D. A relationship manager asks another manager to join the Gemba walk for onboarding new customers
Answer: B
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 # 42
Which statement about the relationship between the capability criteria and the four dimensions of service management is CORRECT?
- A. Each capability criterion is linked to only one of the four dimensions
- B. Each capability level contains one or more criteria for each of the four dimensions
- C. Not all capability criteria have been mapped to one of the four dimensions
- D. Each capability level contains the same number of criteria for each of the four dimensions
Answer: B
Explanation:
At every capability level, there are one or more criteria corresponding to each of the four dimensions of service management, ensuring balanced consideration across all dimensions.
NEW QUESTION # 43
An organization is performing a stakeholder analysis.
Which is an example of a stakeholder that should be monitored?
- A. A financial controller who has little interest in a project
- B. A senior manager who has control of a project
- C. End users who have no control over or interest in the software they use
- D. A business relationship manager who wants to ensure that a service fulfils the customer's needs
Answer: C
Explanation:
End users with neither control (power) nor interest fit the "monitor" category in stakeholder analysis, requiring minimal effort to track their status.
NEW QUESTION # 44
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