AThe ability to be introspective and understand one’s own behavior
BThe ability to persuade stakeholders at all levels within an organization?
CThe ability to question effectively and demonstrate active listening
DThe ability to understand trends in technology and influence long-term planning
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?
Dependencies on partner and suppliers
Dependencies on other internal service providers
Dependencies on the service consumer
Dependencies on internal users
A1 and 2
B2 and 3
C3 and 4
D1 and 4
What technique is MOST appropriate to help a business relationship manager understand how a customer affects the business relationship journey?
AVoice of customer
BGemba walk
CStakeholder analysis and mapping
DBusiness relationship models
Which activity is typically shared between a business relationship manger and business relationship agent?
ADeveloping business relationship models
BReviewing business relationships
CFollowing business relationship models
DMaintaining relationships with service consumer stakeholders
Question 6
Service Relationship Models
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Question 7
Maturity assessment
Question 8
Capability Building
Question 9
Maturity assessment
Question 10
Service Relationship Models
Question 11
Service Relationship Models
Question 12
Maturity assessment
Question 13
Continuous Improvement
Question 14
Maturity assessment
Question 15
Maturity assessment
Question 16
Maturity assessment
Question 17
Continuous Improvement
Question 18
Maturity assessment
Question 19
Capability Building
Question 20
Performance Metrics
Question 21
Service Relationship Models
Question 22
Continuous Improvement
Question 23
Service Relationship Models
Question 24
Service Relationship Models
Question 25
Value Co-Creation
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Which is an example of an approach to managing a business relationship in a clear domain?
AA business relationship manager is provided with a detailed set of instructions for gathering information about new customers
BA business relationship manager uses a Gemba walk for analysing stakeholders influence and interest
CA business relationship manager is provided with a set of principles to apply when discussing sustainability issues with customers
DA business relationship manager is provided high-level guidance for customer discussions
Which statement about the relationship between the capability criteria and the four dimensions of service management is CORRECT?
AEach capability level contains the same number of criteria for each of the four dimensions
BEach capability level contains one or more criteria for each of the four dimensions
CEach capability criterion is linked to only one of the four dimensions
DNot all capability criteria have been mapped to one of the four dimensions
Which business relationship activity is MOST LIKELY to need leadership competency?
AEmbedding business relationship models into service value streams
BReviewing and adjusting business relationship models
CIdentifying stakeholders and relationship model
DFollowing a business relationship model
What is the LOWEST level at which capability criteria related to practice automation is typically defined?
ALevel 1
BLevel 3
CLevel 4
DLevel 5
Which TWO means of automation should an organization use to check whether its business relationship models can be applied to a particular situation?
Workflow management tools
Mind mapping
Analysis and reporting tools
Knowledge management and sharing tools
A1 and 2
B2 and 3
C3 and 4
D1 and 4
Which activity is NOT likely to be performed by a partner or supplier in support of the business relationship management practice?
ABeing accountable for the business relationships and the BRM practice.
BProviding tools to assist the business relationship management practice.
CPerforming and analyzing satisfaction surveys of business relationships.
DAdvising the internal IT service provider on experience management techniques.
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?
AProceed to Level 3.
BLook for evidence of missing capabilities.
CIdentify evidence for every criterion that has been met.
DSet the target capability level.
Which is an example of ‘Analysing the Voice of the customer’?
AInterpreting feedback from customers about a software application and prioritizing actions
BResponding to a customer regarding their concerns about relationship management activities.
CSurveying customers about their opinions of a new software application
DPerforming regular reviews of ‘Voice of the customer’ activities
In the context of the capability model, what are the capability criteria for each practice success factor mapped to?
AKey metrics
BThe service value system
CThe organization’s strategy
DOne of the four dimensions of service management
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?
ALevel 2
BLevel 3
CLevel 4
DLevel 5
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?
ALevel 2
BLevel 3
CLevel 4
DLevel 5
Which is an example of ‘Reviewing the VoC program’?
AImplementing improvements to a business relationship journey
BSurveying customers about their opinions of a new software application
CPerforming regular reviews of ‘Voice of the customer’ activities
DInterpreting feedback from customers about the performance of a service and prioritizing actions
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?
The costs and time required to achieve level 3
How to achieve level 5 for the practice
The impact of missing capabilities on the business
How to improve all four dimensions of service management at once
A1 and 2
B2 and 4
C1 and 3
D3 and 4
Which input used to develop the business relationship management approach is an output of the workforce and talent management practice?
ABusiness relationship principles
BAssessment of the organization’s culture
CService portfolio
DOrganization’s strategy
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?
AAdoption of a common approach to BRM
BThe service provider’s image in the business
CNumber and percentage of terminated contracts
DSatisfaction of key stakeholders with the relationship
An organization is observing the interactions they have with their customers when negotiating service targets.
Which technique is this an example of?
AGemba walk
BVoice of the customer
CStakeholder analysis and mapping
DValue stream mapping
Which is an example of the ‘Prepare the team’ step of Gemba walks?
AA business relationship manager informs staff of a future Gemba walk of the value stream for creating a new service
BA relationship manager records the findings of observing the negotiation of service targets
CA relationship manager asks another manager to join the Gemba walk for onboarding new customers
DA relationship manager discusses the findings of a Gemba walk with other stakeholders
Which activity is typically a responsibility that is shared between a business relationship manager and a business relationship agent?
ACoordinating interactions between the service provider and service consumer
BManaging business relationship exceptions
CDeveloping business relationship models
DMaintaining business relationship models
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 [?].
AIT service provider
BKey stakeholders
CExternal regulators
DService consumer
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?
Identify customer requirements
2 Create a draft SLA