ITIL 4 BRMPreview

Which describes the skill of self-awareness?

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

What technique is MOST appropriate to help a business relationship manager understand how a customer affects the business relationship journey?

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

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

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

Which business relationship activity is MOST LIKELY to need leadership competency?

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

Which TWO means of automation should an organization use to check whether its business relationship models can be applied to a particular situation?

1. Workflow management tools
2. Mind mapping
3. Analysis and reporting tools
4. Knowledge management and sharing tools

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

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?

Which is an example of ‘Analysing the Voice of the customer’?

In the context of the capability model, what are the capability criteria for each practice success factor mapped to?

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?

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?

Which is an example of ‘Reviewing the VoC program’?

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

Which input used to develop the business relationship management approach is an output of the workforce and talent management practice?

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?

An organization is observing the interactions they have with their customers when negotiating service targets.
Which technique is this an example of?

Which is an example of the ‘Prepare the team’ step of Gemba walks?

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

Identify the missing word(s) in the following sentence.
A key challenge of the business relationship management practice is a lack of understanding of the operating models of the [?].

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
2. Verify that SLA is achievable
3. Negotiate agreed SLA