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Peoplecert ITIL-4-BRM ITIL 4 Specialist: Business Relationship Management Questions - With 25% Discount Offer [2025]

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Peoplecert ITIL-4-BRM Exam Syllabus Topics:

Topic
Details

Topic 1

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.

Topic 2

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 3

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 4

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 5

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.

Peoplecert ITIL 4 Specialist: Business Relationship Management Sample Questions (Q41-Q46):

NEW QUESTION # 41
In the context of a cooperative relationship, which would NOT be a role of business relationship management?

A. Achieving strategic alignment and setting common goals and priorities
B. Balancing becoming a trusted partner with investing too much in high-value services
C. Using information to look for new ways to add value for the service consumers
D. Identifying tailored services that meet service outcome and experience expectations

Answer: B

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 # 42
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 # 43
Which is an example of an approach to managing a business relationship in a clear domain?

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

Answer: C

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 # 44
Part of an organization's strategy is to use consumer feedback as part of the service quality measurement and reporting. The business relationship management (BRM) practice is an important component of that strategy, and an objective has been set to automate, as much as possible, the collection and analysis of feedback. Given this objective, what is the minimum target capability level the organization should set for this practice?

A. Level 3
B. Level 2
C. Level 4
D. Level 5

Answer: C

Explanation:
The objective to automate the collection and analysis of feedback aligns with Capability Level 4, where processes are quantitatively managed and supported by automated tooling.

NEW QUESTION # 45
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 [?].

A. Service consumer
B. IT service provider
C. External regulators
D. Key stakeholders

Answer: A

Explanation:
A core challenge for Business Relationship Management is that the practice often lacks insight into the operating models of the service consumer, which hampers its ability to align services with consumer needs.

NEW QUESTION # 46
......

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