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Peoplecert ITIL-4-BRM Exam Syllabus Topics:

Topic
Details

Topic 1

• 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.

Topic 2

• 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 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

• 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 5

• 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.

 

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Peoplecert ITIL 4 Specialist: Business Relationship Management Sample Questions (Q10-Q15):

NEW QUESTION # 10
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 # 11
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?

• A. Set the target capability level.
• B. Identify evidence for every criterion that has been met.
• C. Proceed to Level 3.
• D. Look for evidence of missing capabilities.

Answer: B

Explanation:
After reviewing Level 2 criteria, the next step is to collect and document evidence for each criterion that has been met to validate the assessment before moving forward.

 

NEW QUESTION # 12
Which skill requires a business relationship manager to be introspective and understand their own behavior?

• A. Self-awareness
• B. Written and verbal communications
• C. Persuasion/negotiation
• D. Strategic Thinking

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 # 13
Which activity is typically shared between a business relationship manger and business relationship agent?

• A. Developing business relationship models
• B. Following business relationship models
• C. Reviewing business relationships
• D. Maintaining relationships with service consumer stakeholders

Answer: D

Explanation:
Both the business relationship manager and agent share the responsibility of maintaining relationships with service consumer stakeholders to ensure ongoing alignment and engagement.

 

NEW QUESTION # 14
Which TWO statements about BRM and third-party services are CORRECT?
1. BRM does not focus on suppliers as they never interact directly with the organization's users
2. BRM ensures that, where appropriate, suppliers follow a service provider's BRM approach
3. BRM is not directly involved in and does not need to understand supplier services
4. BRM needs to understand dependencies on supplier services as they influence user experience

• A. 3 and 4
• B. 1 and 2
• C. 2 and 4
• D. 1 and 3

Answer: C

Explanation:
Statement 2 is correct because BRM ensures that suppliers align with the organization's relationship management approach when interacting with consumers.
Statement 4 is correct because understanding supplier dependencies is vital for BRM to manage and influence the overall user experience.

 

NEW QUESTION # 15
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