ITIL 4 Specialist: Business Relationship Management (ITIL-4-BRM) Free Practice Test

Question 1

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

Correct Answer: B

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Question 2

Which is an example of an approach to managing a business relationship in a clear domain?

A. A business relationship manager uses a Gemba walk for analysing stakeholders influence and interest

B. A business relationship manager is provided high-level guidance for customer discussions

C. A business relationship manager is provided with a detailed set of instructions for gathering information about new customers

D. A business relationship manager is provided with a set of principles to apply when discussing sustainability issues with customers

Correct Answer: C

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Question 3

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

A. Performing and analyzing satisfaction surveys of business relationships.

B. Providing tools to assist the business relationship management practice.

C. Advising the internal IT service provider on experience management techniques.

D. Being accountable for the business relationships and the BRM practice.

Correct Answer: D

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Question 4

In the context of a cooperative relationship, which would NOT be a role of business relationship management?

A. Achieving strategic alignment and setting common goals and priorities

B. Using information to look for new ways to add value for the service consumers

C. Balancing becoming a trusted partner with investing too much in high-value services

D. Identifying tailored services that meet service outcome and experience expectations

Correct Answer: C

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Question 5

Which activity in the 'managing business relationship journeys' process executes the activities for the business relationship journey?

A. Manage exceptions

B. Follow the business relationship model

C. Analyze the organization's culture, strategy, and stakeholders

D. Review the relationship

Correct Answer: B

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