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ITIL 4 Specialist: Business Relationship Management Question and Answers

ITIL 4 Specialist: Business Relationship Management

Last Update Jul 10, 2025
Total Questions : 40

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Questions 1

Which statement about the relationship between the capability criteria and the four dimensions of service management is CORRECT?

Options:

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

Discussion 0
Questions 2

Which of the following describes a value stream?

Options:

A.  

A model that defines the key aspects of a relationship journey for a set of business stakeholders

B.  

A set of steps undertaken to create and deliver products and services

C.  

An operating model which defines the main activities required to respond to demand and facilitate value realization

D.  

Asset of organizational resources designed for performing work or accomplishing an objective

Discussion 0
Questions 3

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?

Options:

A.  

Proceed to Level 3.

B.  

Look for evidence of missing capabilities.

C.  

Identify evidence for every criterion that has been met.

D.  

Set the target capability level.

Discussion 0
Questions 4

A parent is authorizing the purchase of a cell phone for her child. What role is the parent assuming?

Options:

A.  

Sponsor

B.  

Customer

C.  

User

D.  

Provider

Discussion 0
Questions 5

Which activity is typically a responsibility that is shared between a business relationship manager and a business relationship agent?

Options:

A.  

Coordinating interactions between the service provider and service consumer

B.  

Managing business relationship exceptions

C.  

Developing business relationship models

D.  

Maintaining business relationship models

Discussion 0
Questions 6

What is an output of the ‘managing business relationship journeys’ process?

Options:

A.  

Updated relationship records

B.  

BRM training and awareness material

C.  

A review of the organization’s culture

D.  

Business relationship principles and models

Discussion 0
Questions 7

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?

Options:

A.  

Level 2

B.  

Level 3

C Level 4

C.  

Level 5

Discussion 0
Questions 8

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

Options:

A.  

Persuasion/negotiation

B.  

Strategic Thinking

C.  

Written and verbal communications

Discussion 0
Questions 9

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

Options:

A.  

Developing business relationship models

B.  

Reviewing business relationships

C.  

Following business relationship models

D.  

Maintaining relationships with service consumer stakeholders

Discussion 0
Questions 10

What is the LOWEST level at which capability criteria related to practice automation is typically defined?

Options:

A.  

Level 1

B.  

Level 3

C.  

Level 4

D.  

Level 5

Discussion 0
Questions 11

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

Options:

A.  

1 and 2

B.  

2 and 4

C.  

1 and 3

D.  

3 and 4

Discussion 0
Questions 12

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

Options:

A.  

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

B.  

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

C.  

Achieving strategic alignment and setting common goals and priorities

D.  

Identifying tailored services that meet service outcome and experience expectations

Discussion 0