Free Practice Questions for PeopleCert ITIL-4-BRM Exam

Question 1

Identify the missing word(s) in the following sentence.

A key challenge of the business relationship management practice is a lack of understanding of the operating models of the [?].

AIT service provider

BKey stakeholders

CExternal regulators

DService consumer

Correct Answer: D. Service consumer

Explanation:

A core challenge for Business Relationship Management is that the practice often lacks insight into the operating models of the service consumer, which hampers its ability to align services with consumer needs.

Question 2

Which TWO means of automation should an organization use to check whether its business relationship models can be applied to a particular situation?

1. Workflow management tools

2. Mind mapping

3. Analysis and reporting tools

4. Knowledge management and sharing tools

A1 and 2

B2 and 3

C3 and 4

D1 and 4

Correct Answer: C. 3 and 4

Explanation:

Analysis and reporting tools can automatically evaluate data and metrics to determine if a given relationship model is suitable.

Knowledge management and sharing tools provide accessible repositories of models and contextual information to support automated decision-making on applicability.

Question 3

An organization is performing a stakeholder analysis.

Which is an example of a stakeholder that should be monitored?

AA senior manager who has control of a project

BEnd users who have no control over or interest in the software they use

CA business relationship manager who wants to ensure that a service fulfils the customer's needs

DA financial controller who has little interest in a project

Correct Answer: B. End users who have no control over or interest in the software they use

Explanation:

End users with neither control (power) nor interest fit the ''monitor'' category in stakeholder analysis, requiring minimal effort to track their status.

Question 4

Which describes the skill of self-awareness?

AThe ability to be introspective and understand one's own behavior

BThe ability to persuade stakeholders at all levels within an organization?

CThe ability to question effectively and demonstrate active listening

DThe ability to understand trends in technology and influence long-term planning

Correct Answer: A. The ability to be introspective and understand one's own behavior

Explanation:

Self-awareness is defined as the capacity for introspection and understanding one's own behaviors and their effects.

Question 5

Which BEST describes the service relationship journey?

AThe actions that a service provider undertakes to build a relationship with service consumers

BThe experience consumers have as a result of service interactions with a service provider

CThe steps a service consumer and a service provider undertake together to co-create value

DThe actions that service consumers undertake to be able to use a provider's services

Correct Answer: C. The steps a service consumer and a service provider undertake together to co-create value

Explanation:

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

Question 6

Which is NOT an input to the 'Managing business relationship journeys' process?

ATraining materials

BRoles and responsibilities

CBusiness relationship models

DService portfolio

Correct Answer: A. Training materials

Explanation:

Training materials support BRM development but are not an input to the Managing Business Relationship Journeys process; that process relies on defined roles and responsibilities, relationship models, and the service portfolio.