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Guide for ITIL-4-BRM: PeopleCert ITIL 4 Specialist: Business Relationship Management

Quiz ITIL-4-BRM: PeopleCert ITIL 4 Specialist: Business Relationship Management

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/ 10

Quiz

1/10
In the context of the “business relationship management” practice, which statement is CORRECT?
Select the answer
1 correct answer
A.
Focuses primarily on the needs of service users
B.
Nurtures relationships at strategic levels
C.
Focuses on relationships between individuals
D.
Aims to manage agreements with consumers

Quiz

2/10
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 [?].
Select the answer
1 correct answer
A.
IT service provider
B.
Key stakeholders
C.
External regulators
D.
Service consumer

Quiz

3/10
Which activity is the responsibility of the ‘sponsor’ role?
Select the answer
1 correct answer
A.
Authorizes the budget for service consumption
B.
Defines the requirements for a service
C.
Uses the service
D.
Takes responsibility for the outcomes of service consumption

Quiz

4/10
A parent is authorizing the purchase of a cell phone for her child. What role is the parent assuming?
Select the answer
1 correct answer
A.
Sponsor
B.
Customer
C.
User
D.
Provider

Quiz

5/10
Which BEST describes the service relationship journey?
Select the answer
1 correct answer
A.
The actions that a service provider undertakes to build a relationship with service consumers
B.
The experience consumers have as a result of service interactions with a service provider
C.
The steps a service consumer and a service provider undertake together to co-create value
D.
The actions that service consumers undertake to be able to use a provider’s services

Quiz

6/10
In the context of a cooperative relationship, which would NOT be a role of business relationship
management?
Select the answer
1 correct answer
A.
Using information to look for new ways to add value for the service consumers
B.
Balancing becoming a trusted partner with investing too much in high-value services
C.
Achieving strategic alignment and setting common goals and priorities
D.
Identifying tailored services that meet service outcome and experience expectations

Quiz

7/10
Which is an example of the ‘explore’ step of the service relationship journey?
Select the answer
1 correct answer
A.
Checking a service provider's reviews online before contacting the organization
B.
Providing a service provider feedback about a desired new feature
C.
Downloading a trial version of a service provider's software offering
D.
Contacting a provider’s service desk for assistance using a product

Quiz

8/10
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
Select the answer
1 correct answer
A.
1 and 2
B.
2 and 4
C.
1 and 3
D.
3 and 4

Quiz

9/10
Which of the following describes a value stream?
Select the answer
1 correct answer
A.
A model that defines the key aspects of a relationship journey for a set of business stakeholders
B.
A set of steps undertaken to create and deliver products and services
C.
An operating model which defines the main activities required to respond to demand and facilitate value realization
D.
Asset of organizational resources designed for performing work or accomplishing an objective

Quiz

10/10
What is an output of the ‘managing business relationship journeys’ process?
Select the answer
1 correct answer
A.
Updated relationship records
B.
BRM training and awareness material
C.
A review of the organization’s culture
D.
Business relationship principles and models
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Info quiz:

  • Quiz name:ITIL-4-BRM: PeopleCert ITIL 4 Specialist: Business Relationship Management
  • Total number of questions:280
  • Number of questions for the test:50
  • Pass score:80%

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