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Peoplecert ITIL-4-BRM Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

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 3

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 4

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 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 (Q26-Q31):

NEW QUESTION # 26
What is an output of the 'managing business relationship journeys' process?

A. Business relationship principles and models
B. Updated relationship records
C. A review of the organization's culture
D. BRM training and awareness material

Answer: B

Explanation:
An output of managing business relationship journeys is updated relationship records, which capture the current status and outcomes of those journeys for ongoing management.

NEW QUESTION # 27
Which input used to develop the business relationship management approach is an output of the workforce and talent management practice?

A. Service portfolio
B. Assessment of the organization's culture
C. Business relationship principles
D. Organization's strategy

Answer: B

Explanation:
An assessment of the organization's culture is produced by the Workforce and Talent Management practice and serves as an input when developing the Business Relationship Management approach.

NEW QUESTION # 28
Which of the following describes a value stream?

A. Asset of organizational resources designed for performing work or accomplishing an objective
B. An operating model which defines the main activities required to respond to demand and facilitate value realization
C. A set of steps undertaken to create and deliver products and services
D. A model that defines the key aspects of a relationship journey for a set of business stakeholders

Answer: C

Explanation:
A value stream is defined as the series of steps an organization undertakes to create and deliver products or services, transforming demand into value.

NEW QUESTION # 29
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 asks another manager to join the Gemba walk for onboarding new customers
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 records the findings of observing the negotiation of service targets

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 # 30
Which BEST describes the service relationship journey?

A. The experience consumers have as a result of service interactions with a service provider
B. The steps a service consumer and a service provider undertake together to co-create value
C. The actions that service consumers undertake to be able to use a provider's services
D. The actions that a service provider undertakes to build a relationship with service consumers

Answer: B

Explanation:
The service relationship journey encompasses the collaborative steps taken by both the service consumer and provider to co-create value through their interactions.

NEW QUESTION # 31
......

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