Summer Sale - Special Limited Time 65% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: dpt65

ITIL-4-BRM Questions and Answers

Question # 6

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

Full Access
Question # 7

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

A.

Sponsor

B.

Customer

C.

User

D.

Provider

Full Access
Question # 8

Which is an example of the ‘Prepare the team’ step of Gemba walks?

A.

A business relationship manager informs staff of a future Gemba walk of the value stream for creating a new service

B.

A relationship manager records the findings of observing the negotiation of service targets

C.

A relationship manager asks another manager to join the Gemba walk for onboarding new customers

D.

A relationship manager discusses the findings of a Gemba walk with other stakeholders

Full Access
Question # 9

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

Full Access
Question # 10

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

Full Access
Question # 11

An organization is observing the interactions they have with their customers when negotiating service targets.

Which technique is this an example of?

A.

Gemba walk

B.

Voice of the customer

C.

Stakeholder analysis and mapping

D.

Value stream mapping

Full Access
Question # 12

An organization has assembled a small team to do a self-assessment of its business relationship management capabilities in advance of a formal assessment. The team has reviewed all the criteria for level 2.

What should this team do NEXT?

A.

Proceed to Level 3.

B.

Look for evidence of missing capabilities.

C.

Identify evidence for every criterion that has been met.

D.

Set the target capability level.

Full Access