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

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Total 40 questions
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ITIL 4 Specialist: Business Relationship Management Questions and Answers

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Question 1

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

Options:

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

Question 2

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.

Question 3

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

Options:

A.

Using information to look for new ways to add value for the service consumers

B.

Balancing becoming a trusted partner with investing too much in high-value services

C.

Achieving strategic alignment and setting common goals and priorities

D.

Identifying tailored services that meet service outcome and experience expectations

Question 4

Which is an example of ‘Analysing the Voice of the customer’?

Options:

A.

Interpreting feedback from customers about a software application and prioritizing actions

B.

Responding to a customer regarding their concerns about relationship management activities.

C.

Surveying customers about their opinions of a new software application

D.

Performing regular reviews of'Voice of the customer' activities

Question 5

Which business relationship activity isMOST LIKELYto need leadership competency?

Options:

A.

Embedding business relationship models into service value streams

B.

Reviewing and adjusting business relationship models

C.

Identifying stakeholders and relationship model

D.

Following a business relationship model

Question 6

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?

Options:

A.

Level 2

B.

Level 3

C Level 4

C.

Level 5

Question 7

WhichBESTdescribes the service relationship journey?

Options:

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

Question 8

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

Options:

A.

Level 1

B.

Level 3

C.

Level 4

D.

Level 5

Question 9

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?

Question 10

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 [?].

Options:

A.

IT service provider

B.

Key stakeholders

C.

External regulators

D.

Service consumer

Question 11

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

Question 12

An organization has assembled a small team to do a self-assessment of its business relationship management capabilities in advance of a formal assessment. The team has reviewed all the criteria for level 2.

What should this team do NEXT?

Options:

A.

Proceed to Level 3.

B.

Look for evidence of missing capabilities.

C.

Identify evidence for every criterion that has been met.

D.

Set the target capability level.

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Total 40 questions
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