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Peoplecert ITIL 4 Specialist: Business Relationship Management Sample Questions (Q33-Q38):
NEW QUESTION # 33
Which is an example of 'Reviewing the VoC program'?
Answer: B
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 # 34
Which question should be considered during the 'Identify stakeholders and relationship model' activity of the 'Managing business relationship journeys' process?
Answer: B
Explanation:
Determining "Who is responsible for managing the relationship?" is central to identifying stakeholders and selecting the appropriate relationship model.
NEW QUESTION # 35
Which activity is typically shared between a business relationship manger and business relationship agent?
Answer: D
Explanation:
Both the business relationship manager and agent share the responsibility of maintaining relationships with service consumer stakeholders to ensure ongoing alignment and engagement.
NEW QUESTION # 36
Which is an example of 'Analysing the Voice of the customer'?
Answer: A
Explanation:
Analysing the Voice of the Customer involves reviewing and interpreting customer feedback to identify priorities and actions, which is exemplified by interpreting feedback and prioritizing actions.
NEW QUESTION # 37
Which is an example of the 'Prepare the team' step of Gemba walks?
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 # 38
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