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ITIL-4-BRM ITIL 4 Specialist: Business Relationship Management Questions and Answers

Questions 4

Which input used to develop the business relationship management approach is an output of the workforce and talent management practice?

Options:

A.

Business relationship principles

B.

Assessment of the organization's culture

C.

Service portfolio

D.

Organization's strategy

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Questions 5

Which activity is NOT likely to be performed by a partner or supplier in support of the business relationship management practice?

Options:

A.

Being accountable for the business relationships and the BRM practice.

B.

Providing tools to assist the business relationship management practice.

C.

Performing and analyzing satisfaction surveys of business relationships.

D.

Advising the internal IT service provider on experience management techniques.

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Questions 6

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?

Options:

A.

Keep satisfied

B.

Monitor

C.

Manage closely

D.

Keep informed

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Questions 7

Which question should be considered during the ‘Identify stakeholders and relationship model’ activity of the ‘Managing business relationship journeys’ process?

Options:

A.

Is escalation required?

B.

Who is responsible for managing the relationship?

C.

What is the role of BRM in each value stream?

D.

What are the events to monitor and process?

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Questions 8

In the context of the “business relationship management” practice, which statement isCORRECT?

Options:

A.

Focuses primarily on the needs of service users

B.

Nurtures relationships at strategic levels

C.

Focuses on relationships between individuals

D.

Aims to manage agreements with consumers

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Questions 9

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

Options:

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

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Questions 10

What key question should be asked when verifying and adjusting a business relationship model?

Options:

A.

Is there an applicable relationship model?

B.

Is this a new or existing relationship?

C.

Did we deviate from the model or did the model not work as expected?

D.

Does the agent understand the context and the applicable relationship model?

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Questions 11

The service relationship between an internal service provider and the business involves many business stakeholders who may have different, interests and priorities.

WhichTWOfactors additionally increase the complexity of the service relationships and should be considered by the service provider?

1. Dependencies on partner and suppliers

2. Dependencies on other internal service providers

3. Dependencies on the service consumer

4. Dependencies on internal users

Options:

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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Questions 12

Which of the following describes a value stream?

Options:

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

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Exam Code: ITIL-4-BRM
Exam Name: ITIL 4 Specialist: Business Relationship Management
Last Update: May 22, 2025
Questions: 40
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