Peoplecert ITIL ITIL-4-BRM Dumps | Updated Apr 07, 2026 - ActualTestsIT
Master 2026 Latest The Questions Peoplecert ITIL and Pass ITIL-4-BRM Real Exam!
NEW QUESTION # 17
Which is an example of 'Analysing the Voice of the customer'?
- A. Responding to a customer regarding their concerns about relationship management activities.
- B. Surveying customers about their opinions of a new software application
- C. Performing regular reviews of 'Voice of the customer' activities
- D. Interpreting feedback from customers about a software application and prioritizing actions
Answer: D
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 # 18
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. 2 and 4
- B. 1 and 3
- C. 1 and 2
- D. 3 and 4
Answer: A
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 # 19
A small organization's problem management practice has been assessed at capability level 2, with only one criterion met at level 3.
Which TWO factors should this organization consider MOST in the context of the
"Where do we want to be?" step in the continual improvement model?
1. The costs and time required to achieve level 3
2. How to achieve level 5 for the practice
3. The impact of missing capabilities on the business
4. How to improve all four dimensions of service management at once
- A. 2 and 4
- B. 1 and 2
- C. 1 and 3
- D. 3 and 4
Answer: C
Explanation:
In setting improvement targets, the organization should weigh the costs and time required to reach Level 3 (factor 1) and understand how the missing capabilities currently impact the business (factor 3), ensuring that objectives are both feasible and aligned with business priorities.
NEW QUESTION # 20
A parent is authorizing the purchase of a cell phone for her child. What role is the parent assuming?
- A. User
- B. Customer
- C. Provider
- D. Sponsor
Answer: D
Explanation:
By authorizing the purchase, the parent is assuming the sponsor role.
NEW QUESTION # 21
Which statement about the relationship between the capability criteria and the four dimensions of service management is CORRECT?
- A. Each capability level contains the same number of criteria for each of the four dimensions
- B. Each capability level contains one or more criteria for each of the four dimensions
- C. Each capability criterion is linked to only one of the four dimensions
- D. Not all capability criteria have been mapped to one of the four dimensions
Answer: B
Explanation:
At every capability level, there are one or more criteria corresponding to each of the four dimensions of service management, ensuring balanced consideration across all dimensions.
NEW QUESTION # 22
Which skill requires a business relationship manager to be introspective and understand their own behavior?
- A. Persuasion/negotiation
- B. Written and verbal communications
- C. Strategic Thinking
- D. Self-awareness
Answer: D
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 # 23
Which activity is typically a responsibility that is shared between a business relationship manager and a business relationship agent?
- A. Maintaining business relationship models
- B. Developing business relationship models
- C. Coordinating interactions between the service provider and service consumer
- D. Managing business relationship exceptions
Answer: C
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 # 24
Which of the following describes a value stream?
- A. A model that defines the key aspects of a relationship journey for a set of business stakeholders
- B. An operating model which defines the main activities required to respond to demand and facilitate value realization
- C. A set of steps undertaken to create and deliver products and services
- D. Asset of organizational resources designed for performing work or accomplishing an objective
Answer: C
Explanation:
A value stream is defined as the series of steps an organization undertakes to create and deliver products or services, transforming demand into value.
NEW QUESTION # 25
An organization has created a value stream to define new or changed service level agreements (SLAs).
What TWO activities in this value stream are most likely to include contributions from a business relationship management practice?
1. Identify customer requirements
2 Create a draft SLA
3. Verify that SLA is achievable
4. Negotiate agreed SLA
- A. 2 and 3
- B. 1 and 2
- C. 1 and 4
- D. 3 and 4
Answer: C
Explanation:
BRM engages in understanding and capturing customer requirements (activity 1) and plays a key role in negotiating the agreed SLA (activity 4) to ensure alignment with stakeholder expectations.
NEW QUESTION # 26
The business relationship managers at a large it service provider are exploring ways to improve the customer journey. As an objective of this initiative, they want to automate the feedback collection and reporting mechanisms that are used to monitor customer experience. Given this objective, what is the minimum target capability level for organization should set for this practice?
- A. Level 5
- B. Level 4
- C. Level 3
- D. Level 2
Answer: B
Explanation:
Automating feedback collection and reporting indicates a move towards quantitatively managed, tool-supported processes, which corresponds to Capability Level 4.
NEW QUESTION # 27
Which is an example of the 'Prepare the team' step of Gemba walks?
- A. A relationship manager records the findings of observing the negotiation of service targets
- B. A relationship manager discusses the findings of a Gemba walk with other stakeholders
- C. A business relationship manager informs staff of a future Gemba walk of the value stream for creating a new service
- D. A relationship manager asks another manager to join the Gemba walk for onboarding new customers
Answer: C
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 # 28
An organization has set an objective that by the end of the year it will develop and communicate values and principles to be adopted by everyone within the organization relative to business relationship management (BRM).
What metric can BEST be used to assess whether this objective has been met?
- A. Adoption of a common approach to BRM
- B. Satisfaction of key stakeholders with the relationship
- C. The service provider's image in the business
C Number and percentage of terminated contracts
Answer: A
Explanation:
Measuring the adoption of a common approach to BRM directly reflects whether the newly developed values and principles have been communicated and embraced across the organization by year's end.
NEW QUESTION # 29
What technique is MOST appropriate to help a business relationship manager understand how a customer affects the business relationship journey?
- A. Business relationship models
- B. Voice of customer
- C. Stakeholder analysis and mapping
- D. Gemba walk
Answer: C
Explanation:
Stakeholder analysis and mapping helps the BRM identify and understand a customer's influence, interests, and impact on each stage of the relationship journey.
NEW QUESTION # 30
An organization is observing the interactions they have with their customers when negotiating service targets.
Which technique is this an example of?
- A. Stakeholder analysis and mapping
- B. Voice of the customer
- C. Gemba walk
- D. Value stream 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 # 31
Which is NOT an input to the 'Managing business relationship journeys' process?
- A. Business relationship models
- B. Service portfolio
- C. Training materials
- D. Roles and responsibilities
Answer: C
Explanation:
Training materials support BRM development but are not an input to the Managing Business Relationship Journeys process; that process relies on defined roles and responsibilities, relationship models, and the service portfolio.
NEW QUESTION # 32
In the context of the "business relationship management" practice, which statement is CORRECT?
- A. Aims to manage agreements with consumers
- B. Focuses primarily on the needs of service users
- C. Nurtures relationships at strategic levels
- D. Focuses on relationships between individuals
Answer: C
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 # 33
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