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Peoplecert ITIL-4-BRM Exam Syllabus Topics:

Topic
Details

Topic 1

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.

Topic 2

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 3

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 4

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 5

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.

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Peoplecert ITIL 4 Specialist: Business Relationship Management Sample Questions (Q37-Q42):

NEW QUESTION # 37
An organization is performing a stakeholder analysis.
Which is an example of a stakeholder that should be monitored?

A. A business relationship manager who wants to ensure that a service fulfils the customer's needs
B. A senior manager who has control of a project
C. End users who have no control over or interest in the software they use
D. A financial controller who has little interest in a project

Answer: C

Explanation:
End users with neither control (power) nor interest fit the "monitor" category in stakeholder analysis, requiring minimal effort to track their status.

NEW QUESTION # 38
Which is an example of 'Analysing the Voice of the customer'?

A. Responding to a customer regarding their concerns about relationship management activities.
B. Interpreting feedback from customers about a software application and prioritizing actions
C. Performing regular reviews of 'Voice of the customer' activities
D. Surveying customers about their opinions of a new software application

Answer: B

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 # 39
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 # 40
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

Answer: C

Explanation:
In a cooperative relationship, Business Relationship Management focuses on adding value, achieving strategic alignment, and identifying tailored services; balancing the risk of over-investing in high-value services is not one of its defined roles.

NEW QUESTION # 41
Which activity is NOT likely to be performed by a partner or supplier in support of the business relationship management practice?

A. Providing tools to assist the business relationship management practice.
B. Performing and analyzing satisfaction surveys of business relationships.
C. Being accountable for the business relationships and the BRM practice.
D. Advising the internal IT service provider on experience management techniques.

Answer: C

Explanation:
Accountability for the organization's business relationships and the BRM practice remains an internal responsibility; partners and suppliers support but do not hold that accountability.

NEW QUESTION # 42
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