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

In the context of the capability model, what are the capability criteria for each practice success factor mapped to?

• Key metrics
• The service value system
• The organization's strategy
• One of the four dimensions of service management

Which BEST describes the service relationship journey?

• The actions that a service provider undertakes to build a relationship with service consumers
• The experience consumers have as a result of service interactions with a service provider
• The steps a service consumer and a service provider undertake together to co-create value
• The actions that service consumers undertake to be able to use a provider’s services

A parent is authorizing the purchase of a cell phone for her child. What role is the parent assuming?

• Sponsor
• Customer
• User
• Provider

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

• Level 1
• Level 3
• Level 4
• Level 5

Which business relationship activity is MOST LIKELY to need leadership competency?

• Embedding business relationship models into service value streams
• Reviewing and adjusting business relationship models
• Identifying stakeholders and relationship model
• Following a business relationship model

Which TWO means of automation should an organization use to check whether its business relationship models can be applied to a particular situation?

• Workflow management tools
• Mind mapping
• Analysis and reporting tools
• Knowledge management and sharing tools
• 1 and 2
• 2 and 3
• 3 and 4
• 1 and 4

Which describes the skill of self-awareness?

• The ability to be introspective and understand one's own behavior
• The ability to persuade stakeholders at all levels within an organization?
• The ability to question effectively and demonstrate active listening
• The ability to understand trends in technology and influence long-term planning

Identify the missing word(s) in the following sentence.A key challenge of the business relationship management practice is a lack of understanding of the operating models of the [?].

• IT service provider
• Key stakeholders
• External regulators
• Service consumer

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

• A business relationship manager informs staff of a future Gemba walk of the value stream for creating a new service
• A relationship manager records the findings of observing the negotiation of service targets
• A relationship manager asks another manager to join the Gemba walk for onboarding new customers
• A relationship manager discusses the findings of a Gemba walk with other stakeholders

Which is an example of an approach to managing a business relationship in a clear domain?

• A business relationship manager is provided with a detailed set of instructions for gathering information about new customers
• A business relationship manager uses a Gemba walk for analysing stakeholders influence and interest
• A business relationship manager is provided with a set of principles to apply when discussing sustainability issues with customers
• A business relationship manager is provided high-level guidance for customer discussions