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

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Total 40 questions

Which describes the skill of self-awareness?

A.

The ability to be introspective and understand one's own behavior

B.

The ability to persuade stakeholders at all levels within an organization?

C.

The ability to question effectively and demonstrate active listening

D.

The ability to understand trends in technology and influence long-term planning

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

A.

Coordinating interactions between the service provider and service consumer

B.

Managing business relationship exceptions

C.

Developing business relationship models

D.

Maintaining business relationship models

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

A.

Developing business relationship models

B.

Reviewing business relationships

C.

Following business relationship models

D.

Maintaining relationships with service consumer stakeholders

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

WhichTWOfactors 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

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

An organization is performing a stakeholder analysis.

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

A.

A senior manager who has control of a project

B.

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

C.

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

D.

A financial controller who has little interest in a project

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

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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

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

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

A.

Voice of customer

B.

Gemba walk

C.

Stakeholder analysis and mapping

D.

Business relationship models

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

A.

Each capability level contains the same number of criteria for each of the four dimensions

B.

Each capability level contains one or more criteria for each of the four dimensions

C.

Each capability criterion is linked to only one of the four dimensions

D.

Not all capability criteria have been mapped to one of the four dimensions

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

A.

Persuasion/negotiation

B.

Strategic Thinking

C.

Written and verbal communications