PeopleCert
ITIL-4-BRM
Q1:
Which activity is the responsibility of the 'sponsor' role?
○
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
PeopleCert
ITIL-4-BRM
Q2:
Which of the following describes a value stream?
○
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
PeopleCert
ITIL-4-BRM
Q3:
Which is an example of an approach to managing a business relationship in a clear domain?
○
A
A business relationship manager is provided with a detailed set of instructions for gathering information about new customers○
B
A business relationship manager uses a Gemba walk for analysing stakeholders influence and interest○
C
A business relationship manager is provided with a set of principles to apply when discussing sustainability issues with customers○
D
A business relationship manager is provided high-level guidance for customer discussions
PeopleCert
ITIL-4-BRM
Q4:
The business relationship managers at a large it service provider are exploring ways to improve the customer journey. As an objective of this initiative, they want to automate the feedback collection and reporting mechanisms that are used to monitor customer experience. Given this objective, what is the minimum target capability level for organization should set for this practice?
○
A
Level 2○
B
Level 3○
C
Level 4○
D
Level 5
PeopleCert
ITIL-4-BRM
Q5:
Which skill requires a business relationship manager to be introspective and understand their own behavior?
○
A
Self-awareness○
B
Persuasion/negotiation○
C
Strategic Thinking○
D
Written and verbal communications