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ITIL-4-BRM
ITIL 4 Specialist: Business Relationship Management Questions and Answers

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Questions # 1:

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 [?].

Options:

IT service provider

Key stakeholders

External regulators

Service consumer

Answer

Explanation

A core challenge for Business Relationship Management is that the practice often lacks insight into the operating models of the service consumer, which hampers its ability to align services with consumer needs.

Questions # 2:

What key question should be asked when verifying and adjusting a business relationship model?

Options:

Is there an applicable relationship model?

Is this a new or existing relationship?

Did we deviate from the model or did the model not work as expected?

Does the agent understand the context and the applicable relationship model?

Answer

Explanation

Verifying and adjusting the business relationship model requires assessing whether deviations occurred because the process wasn’t followed or because the model itself was ineffective.

Questions # 3:

Which activity in the ‘managing business relationship journeys’ process executes the activities for the business relationship journey?

Options:

Manage exceptions

Analyze the organization's culture, strategy, and stakeholders

Follow the business relationship model

Review the relationship

Answer

Explanation

“Follow the business relationship model” is the activity that carries out the defined sequence of journey steps, executing the business relationship journey in practice.

Questions # 4:

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:

1 and 2

2 and 4

1 and 3

3 and 4

Answer

Explanation

In setting improvement targets, the organization should weigh the costs and time required to reach Level 3 (factor 1) and understand how the missing capabilities currently impact the business (factor 3), ensuring that objectives are both feasible and aligned with business priorities.

Questions # 5:

Which activity is the responsibility of the ‘sponsor’ role?

Options:

Authorizes the budget for service consumption

Defines the requirements for a service

Uses the service

Takes responsibility for the outcomes of serviceconsumption

Answer

Explanation

The sponsor is the individual who secures and authorizes funding for service consumption, ensuring that the necessary budget is allocated.

Questions # 6:

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

Options:

A business relationship manager is provided with a detailed set of instructions for gathering information about new customers

A business relationship manager uses a Gemba walk for analysing stakeholders influence and interest

A business relationship manager is provided with a set of principles to apply when discussing sustainability issues with customers

A business relationship manager is provided high-level guidance for customer discussions

Answer

Explanation

In a clear domain, processes are well understood and documented; providing a detailed set of instructions aligns with that clarity, guiding the BRM’s information-gathering.

Questions # 7:

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

Options:

Level 1

Level 3

Level 4

Level 5

Answer

Explanation

In maturity models, automation of practice activities is typically introduced at Capability Level 4, where processes are quantitatively managed and supported by automated tooling.

Questions # 8:

Which TWO statements about BRM and third-party services are CORRECT?

1. BRM does not focus on suppliers as they never interact directly with the organization’s users

2. BRM ensures that, where appropriate, suppliers follow a service provider’s BRM approach

3. BRM is not directly involved in and does not need to understand supplier services

4. BRM needs to understand dependencies on supplier services as they influence user experience

Options:

1 and 2

2 and 4

1 and 3

3 and 4

Answer

Explanation

Statement 2 is correct because BRM ensures that suppliers align with the organization’s relationship management approach when interacting with consumers.

Statement 4 is correct because understanding supplier dependencies is vital for BRM to manage and influence the overall user experience.

Questions # 9:

Which is an example of the ‘explore’ step of the service relationship journey?

Options:

Checking a service provider's reviews online before contacting the organization

Providing a service provider feedback about a desired new feature

Downloading a trial version of a service provider's software offering

Contacting a provider’s service desk for assistance using a product

Answer

Explanation

“Explore” involves researching potential service providers before engagement; checking reviews online exemplifies this initial discovery phase.

Questions # 10:

An organization is performing a stakeholder analysis.

Which is an example of a stakeholder that should be monitored?

Options:

A senior manager who has control of a project

End users who have no control over or interest in the software they use

A business relationship manager who wants to ensure that a service fulfils the customer's needs

A financial controller who has little interest in a project

Answer

Explanation

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

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