ITIL-4-BRM Practice Exam Questions and Answers

WhichBESTdescribes the service relationship journey?

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

An organization is observing the interactions they have with their customers when negotiating service targets.

Which technique is this an example of?

Which is NOT an input to the ‘Managing business relationship journeys’ process?

Which describes the skill of self-awareness?

In the context of the “business relationship management” practice, which statement isCORRECT?

What key question should be asked when verifying and adjusting a business relationship model?

The service relationship between an internal service provider and the business involves many business stakeholders who may have different, interests and priorities.

WhichTWOfactors 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

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

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?