Dumps for Free Peoplecert ITIL-4-BRM Practice Exam Questions [Sep 05, 2025]
ITIL-4-BRM Dumps PDF And Certification Training
NEW QUESTION # 18
In the context of the "business relationship management" practice, which statement is CORRECT?
- A. Focuses primarily on the needs of service users
- B. Nurtures relationships at strategic levels
- C. Aims to manage agreements with consumers
- D. Focuses on relationships between individuals
Answer: B
Explanation:
The Business Relationship Management practice is designed to nurture and maintain relationships with stakeholders at strategic and organizational levels, ensuring alignment between the organization's strategy and stakeholder needs.
NEW QUESTION # 19
A parent is authorizing the purchase of a cell phone for her child. What role is the parent assuming?
- A. User
- B. Customer
- C. Sponsor
- D. Provider
Answer: C
Explanation:
By authorizing the purchase, the parent is assuming the sponsor role.
NEW QUESTION # 20
An organization has set an objective that by the end of the year it will develop and communicate values and principles to be adopted by everyone within the organization relative to business relationship management (BRM).
What metric can BEST be used to assess whether this objective has been met?
- A. Satisfaction of key stakeholders with the relationship
- B. The service provider's image in the business
C Number and percentage of terminated contracts - C. Adoption of a common approach to BRM
Answer: C
Explanation:
Measuring the adoption of a common approach to BRM directly reflects whether the newly developed values and principles have been communicated and embraced across the organization by year's end.
NEW QUESTION # 21
A small organization's problem management practice has been assessed at capability level 2, with only one criterion met at level 3.
Which TWO factors should this organization consider MOST in the context of the
"Where do we want to be?" step in the continual improvement model?
1. The costs and time required to achieve level 3
2. How to achieve level 5 for the practice
3. The impact of missing capabilities on the business
4. How to improve all four dimensions of service management at once
- A. 1 and 3
- B. 3 and 4
- C. 2 and 4
- D. 1 and 2
Answer: A
Explanation:
In setting improvement targets, the organization should weigh the costs and time required to reach Level 3 (factor 1) and understand how the missing capabilities currently impact the business (factor 3), ensuring that objectives are both feasible and aligned with business priorities.
NEW QUESTION # 22
Which is an example of the 'Prepare the team' step of Gemba walks?
- A. A relationship manager discusses the findings of a Gemba walk with other stakeholders
- 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 records the findings of observing the negotiation of service targets
- 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 # 23
Which skill requires a business relationship manager to be introspective and understand their own behavior?
- A. Self-awareness
- B. Strategic Thinking
- C. Written and verbal communications
- D. Persuasion/negotiation
Answer: A
Explanation:
Self-awareness involves introspection and understanding one's own behaviors, emotions, and impact on relationships, which is essential for a business relationship manager.
NEW QUESTION # 24
In the context of the capability model, what are the capability criteria for each practice success factor mapped to?
- A. The organization's strategy
- B. The service value system
- C. One of the four dimensions of service management
- D. Key metrics
Answer: D
Explanation:
Capability criteria are specific, measurable attributes of success factors and are directly mapped to key metrics used to assess practice performance.
NEW QUESTION # 25
The service relationship between an internal service provider and the business involves many business stakeholders who may have different, interests and priorities.
Which TWO factors 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
- A. 2 and 3
- B. 1 and 2
- C. 3 and 4
- D. 1 and 4
Answer: B
Explanation:
Dependencies on partner and suppliers (1) and on other internal service providers (2) introduce additional complexity in coordinating and managing the end-to-end service relationship.
NEW QUESTION # 26
In the context of a cooperative relationship, which would NOT be a role of business relationship management?
- A. Identifying tailored services that meet service outcome and experience expectations
- 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. Using information to look for new ways to add value for the service consumers
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 # 27
The business relationship managers at a large it service provider are exploring ways to improve the customer journey. As an objective of this initiative, they want to automate the feedback collection and reporting mechanisms that are used to monitor customer experience. Given this objective, what is the minimum target capability level for organization should set for this practice?
- A. Level 5
- B. Level 2
- C. Level 3
- D. Level 4
Answer: D
Explanation:
Automating feedback collection and reporting indicates a move towards quantitatively managed, tool-supported processes, which corresponds to Capability Level 4.
NEW QUESTION # 28
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 5
- B. Level 2
- C. Level 3
- D. Level 4
Answer: D
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 # 29
Which is an example of an approach to managing a business relationship in a clear domain?
- A. A business relationship manager is provided high-level guidance for customer discussions
- B. A business relationship manager is provided with a set of principles to apply when discussing sustainability issues with customers
- C. A business relationship manager uses a Gemba walk for analysing stakeholders influence and interest
- D. A business relationship manager is provided with a detailed set of instructions for gathering information about new customers
Answer: D
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 # 30
Which is an example of the 'Prepare the team' step of Gemba walks?
- A. A relationship manager discusses the findings of a Gemba walk with other stakeholders
- 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 records the findings of observing the negotiation of service targets
- 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 # 31
Which TWO means of automation should an organization use to check whether its business relationship models can be applied to a particular situation?
1. Workflow management tools
2. Mind mapping
3. Analysis and reporting tools
4. Knowledge management and sharing tools
- A. 2 and 3
- B. 3 and 4
- C. 1 and 2
- D. 1 and 4
Answer: B
Explanation:
Analysis and reporting tools can automatically evaluate data and metrics to determine if a given relationship model is suitable.
Knowledge management and sharing tools provide accessible repositories of models and contextual information to support automated decision-making on applicability.
NEW QUESTION # 32
An organization is performing a stakeholder analysis.
Which is an example of a stakeholder that should be monitored?
- A. A senior manager who has control of a project
- B. End users who have no control over or interest in the software they use
- C. A financial controller who has little interest in a project
- D. A business relationship manager who wants to ensure that a service fulfils the customer's needs
Answer: B
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 # 33
Which activity in the 'managing business relationship journeys' process executes the activities for the business relationship journey?
- A. Review the relationship
- B. Follow the business relationship model
- C. Analyze the organization's culture, strategy, and stakeholders
- D. Manage exceptions
Answer: B
Explanation:
"Follow the business relationship model" is the activity that carries out the defined sequence of journey steps, executing the business relationship journey in practice.
NEW QUESTION # 34
What key question should be asked when verifying and adjusting a business relationship model?
- A. Is there an applicable relationship model?
- B. Does the agent understand the context and the applicable relationship model?
- C. Did we deviate from the model or did the model not work as expected?
- D. Is this a new or existing relationship?
Answer: C
Explanation:
Verifying and adjusting the business relationship model requires assessing whether deviations occurred because the process wasn't followed or because the model itself was ineffective.
NEW QUESTION # 35
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