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Pass Guaranteed Quiz Peoplecert - Professional New Exam ITIL-4-BRM Materials

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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

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

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 4

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 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 (Q18-Q23):

NEW QUESTION # 18
In the context of the "business relationship management" practice, which statement is CORRECT?

A. Nurtures relationships at strategic levels
B. Focuses primarily on the needs of service users
C. Aims to manage agreements with consumers
D. Focuses on relationships between individuals

Answer: A

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

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.

Answer: A

Explanation:
Accountability for the organization's business relationships and the BRM practice remains an internal responsibility; partners and suppliers support but do not hold that accountability.

NEW QUESTION # 20
What key question should be asked when verifying and adjusting a business relationship model?

A. Is this a new or existing relationship?
B. Is there an applicable relationship model?
C. Does the agent understand the context and the applicable relationship model?
D. Did we deviate from the model or did the model not work as expected?

Answer: D

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 # 21
Which is an example of the 'Prepare the team' step of Gemba walks?

A. A relationship manager asks another manager to join the Gemba walk for onboarding new customers
B. A relationship manager discusses the findings of a Gemba walk with other stakeholders
C. A relationship manager records the findings of observing the negotiation of service targets
D. A business relationship manager informs staff of a future Gemba walk of the value stream for creating a new service

Answer: D

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 # 22
An organization is observing the interactions they have with their customers when negotiating service targets.
Which technique is this an example of?

A. Voice of the customer
B. Value stream mapping
C. Gemba walk
D. Stakeholder analysis and mapping

Answer: C

Explanation:
A Gemba walk involves directly observing work and interactions in the real environment such as customer negotiations to gain firsthand insights into processes.

NEW QUESTION # 23
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