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Updated ITIL-4-BRM Demo - Official ITIL-4-BRM Study Guide

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Peoplecert ITIL-4-BRM Exam Syllabus Topics:

Topic
Details

Topic 1

• 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 2

• 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.

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

• 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 5

• 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.

 

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Peoplecert ITIL 4 Specialist: Business Relationship Management Sample Questions (Q34-Q39):

NEW QUESTION # 34
Which activity is typically a responsibility that is shared between a business relationship manager and a business relationship agent?

• A. Managing business relationship exceptions
• B. Developing business relationship models
• C. Maintaining business relationship models
• D. Coordinating interactions between the service provider and service consumer

Answer: D

Explanation:
Both the business relationship manager and agents collaborate to coordinate interactions between the service provider and service consumer, ensuring seamless communication and alignment.

 

NEW QUESTION # 35
Which activity in the 'managing business relationship journeys' process executes the activities for the business relationship journey?

• A. Review the relationship
• B. Manage exceptions
• C. Follow the business relationship model
• D. Analyze the organization's culture, strategy, and stakeholders

Answer: C

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 # 36
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. 1 and 4
• C. 1 and 2
• D. 3 and 4

Answer: D

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 # 37
Which is an example of 'Analysing the Voice of the customer'?

• A. Interpreting feedback from customers about a software application and prioritizing actions
• B. Performing regular reviews of 'Voice of the customer' activities
• C. Responding to a customer regarding their concerns about relationship management activities.
• D. Surveying customers about their opinions of a new software application

Answer: A

Explanation:
Analysing the Voice of the Customer involves reviewing and interpreting customer feedback to identify priorities and actions, which is exemplified by interpreting feedback and prioritizing actions.

 

NEW QUESTION # 38
An organization is performing a stakeholder analysis.
Which is an example of a stakeholder that should be monitored?

• A. A financial controller who has little interest in a project
• B. A business relationship manager who wants to ensure that a service fulfils the customer's needs
• C. End users who have no control over or interest in the software they use
• D. A senior manager who has control of a project

Answer: C

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 # 39
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