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Peoplecert ITIL-4-BRM Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

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.

Topic 3

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 4

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 5

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.

Peoplecert ITIL 4 Specialist: Business Relationship Management Sample Questions (Q11-Q16):

NEW QUESTION # 11
Which activity is NOT likely to be performed by a partner or supplier in support of the business relationship management practice?

A. Providing tools to assist the business relationship management practice.
B. Advising the internal IT service provider on experience management techniques.
C. Being accountable for the business relationships and the BRM practice.
D. Performing and analyzing satisfaction surveys of business relationships.

Answer: C

Explanation:
Accountability for the organization's business relationships and the BRM practice remains an internal responsibility; partners and suppliers support but do not hold that accountability.

NEW QUESTION # 12
Which business relationship activity is MOST LIKELY to need leadership competency?

A. Following a business relationship model
B. Reviewing and adjusting business relationship models
C. Identifying stakeholders and relationship model
D. Embedding business relationship models into service value streams

Answer: D

Explanation:
Embedding business relationship models into service value streams requires leadership competency to influence organizational change, secure buy-in, and guide teams through adoption.

NEW QUESTION # 13
An organization has set an objective that by the end of the year it will develop and communicate values and principles to be adopted by everyone within the organization relative to business relationship management (BRM).
What metric can BEST be used to assess whether this objective has been met?

A. Adoption of a common approach to BRM
B. The service provider's image in the business
C Number and percentage of terminated contracts
C. Satisfaction of key stakeholders with the relationship

Answer: A

Explanation:
Measuring the adoption of a common approach to BRM directly reflects whether the newly developed values and principles have been communicated and embraced across the organization by year's end.

NEW QUESTION # 14
Which is an example of the 'Prepare the team' step of Gemba walks?

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

Answer: D

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 # 15
A small organization's problem management practice has been assessed at capability level 2, with only one criterion met at level 3.
Which TWO factors should this organization consider MOST in the context of the
"Where do we want to be?" step in the continual improvement model?
1. The costs and time required to achieve level 3
2. How to achieve level 5 for the practice
3. The impact of missing capabilities on the business
4. How to improve all four dimensions of service management at once

A. 1 and 2
B. 1 and 3
C. 2 and 4
D. 3 and 4

Answer: B

Explanation:
In setting improvement targets, the organization should weigh the costs and time required to reach Level 3 (factor 1) and understand how the missing capabilities currently impact the business (factor 3), ensuring that objectives are both feasible and aligned with business priorities.

NEW QUESTION # 16
......

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