ITIL 4 BRMPreview

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

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?