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Peoplecert ITIL 4 Specialist: Business Relationship Management Sample Questions (Q16-Q21):

NEW QUESTION # 16
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. Stakeholder analysis and mapping
C. Business relationship models
D. Gemba walk

Answer: B

Explanation:
Stakeholder analysis and mapping helps the BRM identify and understand a customer's influence, interests, and impact on each stage of the relationship journey.

NEW QUESTION # 17
As part of a stakeholder analysis, a senior manager has been identified who has financial control over BRM activities and is keen to see BRM succeed within the organization.
Which communication strategy should be used for this stakeholder?

A. Manage closely
B. Keep informed
C. Monitor
D. Keep satisfied

Answer: A

Explanation:
A stakeholder with both high power (financial control) and high interest (keen to see BRM succeed) requires a "manage closely" strategy to ensure their needs and expectations are proactively addressed.

NEW QUESTION # 18
A parent is authorizing the purchase of a cell phone for her child. What role is the parent assuming?

A. Sponsor
B. Provider
C. Customer
D. User

Answer: A

Explanation:
By authorizing the purchase, the parent is assuming the sponsor role.

NEW QUESTION # 19
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?

A. Level 5
B. Level 3
C. Level 4
D. Level 2

Answer: C

Explanation:
The objective to automate the collection and analysis of feedback aligns with Capability Level 4, where processes are quantitatively managed and supported by automated tooling.

NEW QUESTION # 20
Which of the following describes a value stream?

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

Answer: B

Explanation:
A value stream is defined as the series of steps an organization undertakes to create and deliver products or services, transforming demand into value.

NEW QUESTION # 21
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