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Peoplecert ITIL-4-BRM Exam Syllabus Topics:

Topic
Details

Topic 1

Strategic and Operational Stakeholder Engagement: This section of the exam measures the skills of a Business Relationship Manager and addresses how to ensure that stakeholders at every level understand and support the service strategy. It highlights the importance of engaging both strategic and operational stakeholders in co-creating value, aligning expectations, and working toward shared goals across the service value system.

Topic 2

Relationship Models and Value Co-Creation: This section of the exam measures the skills of a Service Relationship Manager and covers how to develop and apply effective relationship models based on ITIL best practices. It focuses on fostering long-term collaboration between service providers and consumers to improve communication, transparency, and the overall customer experience in a structured and measurable way.

Topic 3

Capability Assessment Using the ITIL Maturity Model: This section of the exam measures the skills of a Service Relationship Manager and involves assessing the current maturity of the organization’s relationship management capabilities. The focus is on applying the ITIL Maturity Model to identify gaps, guide improvements, and support long-term growth through structured capability development.

Topic 4

Performance Measurement and Success Factors: This section of the exam measures the skills of a Business Relationship Manager and focuses on identifying appropriate metrics and key success factors to evaluate relationship effectiveness. Candidates will learn how to use these indicators to continuously improve relationship management practices and align them with the organization’s strategic goals.

Topic 5

Business Relationship Management Roles and Responsibilities: This section of the exam measures the skills of a Service Relationship Manager and focuses on identifying and defining the core responsibilities, skills, and knowledge areas required for successful business relationship management. Candidates will be expected to understand how this role contributes to connecting service providers with consumers and aligning IT services with business outcomes.

Peoplecert ITIL 4 Specialist: Business Relationship Management Sample Questions (Q39-Q44):

NEW QUESTION # 39
Which is an example of the 'explore' step of the service relationship journey?

A. Contacting a provider's service desk for assistance using a product
B. Checking a service provider's reviews online before contacting the organization
C. Downloading a trial version of a service provider's software offering
D. Providing a service provider feedback about a desired new feature

Answer: B

Explanation:
"Explore" involves researching potential service providers before engagement; checking reviews online exemplifies this initial discovery phase.

NEW QUESTION # 40
Which is an example of 'Reviewing the VoC program'?

A. Interpreting feedback from customers about the performance of a service and prioritizing actions
B. Surveying customers about their opinions of a new software application
C. Implementing improvements to a business relationship journey
D. Performing regular reviews of 'Voice of the customer' activities

Answer: D

Explanation:
Reviewing the VoC program means conducting periodic evaluations of the overall Voice of the Customer activities to ensure the program remains effective and aligned with objectives.

NEW QUESTION # 41
Which is an example of the 'Prepare the team' step of Gemba walks?

A. A relationship manager discusses the findings of a Gemba walk with other stakeholders
B. A relationship manager records the findings of observing the negotiation of service targets
C. A business relationship manager informs staff of a future Gemba walk of the value stream for creating a new service
D. A relationship manager asks another manager to join the Gemba walk for onboarding new customers

Answer: C

Explanation:
"Prepare the team" involves informing and readying participants for the upcoming Gemba walk; notifying staff about the future observation aligns with that preparatory activity.

NEW QUESTION # 42
Which statement about the relationship between the capability criteria and the four dimensions of service management is CORRECT?

A. Not all capability criteria have been mapped to one of the four dimensions
B. Each capability criterion is linked to only one of the four dimensions
C. Each capability level contains the same number of criteria for each of the four dimensions
D. Each capability level contains one or more criteria for each of the four dimensions

Answer: D

Explanation:
At every capability level, there are one or more criteria corresponding to each of the four dimensions of service management, ensuring balanced consideration across all dimensions.

NEW QUESTION # 43
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 [?].

A. External regulators
B. IT service provider
C. Key stakeholders
D. Service consumer

Answer: D

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.

NEW QUESTION # 44
......

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