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Peoplecert ITIL 4 Specialist: Business Relationship Management Sample Questions (Q18-Q23):

NEW QUESTION # 18
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 [?].

A. Key stakeholders
B. External regulators
C. IT service provider
D. Service consumer

Answer: D

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.

NEW QUESTION # 19
The business relationship managers at a large it service provider are exploring ways to improve the customer journey. As an objective of this initiative, they want to automate the feedback collection and reporting mechanisms that are used to monitor customer experience. Given this objective, what is the minimum target capability level for organization should set for this practice?

A. Level 5
B. Level 4
C. Level 3
D. Level 2

Answer: B

Explanation:
Automating feedback collection and reporting indicates a move towards quantitatively managed, tool-supported processes, which corresponds to Capability Level 4.

NEW QUESTION # 20
An organization is observing the interactions they have with their customers when negotiating service targets.
Which technique is this an example of?

A. Value stream mapping
B. Voice of the customer
C. Gemba walk
D. Stakeholder analysis and mapping

Answer: C

Explanation:
A Gemba walk involves directly observing work and interactions in the real environment such as customer negotiations to gain firsthand insights into processes.

NEW QUESTION # 21
Which describes the skill of self-awareness?

A. The ability to be introspective and understand one's own behavior
B. The ability to persuade stakeholders at all levels within an organization?
C. The ability to understand trends in technology and influence long-term planning
D. The ability to question effectively and demonstrate active listening

Answer: A

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

NEW QUESTION # 22
Which question should be considered during the 'Identify stakeholders and relationship model' activity of the 'Managing business relationship journeys' process?

A. Is escalation required?
B. Who is responsible for managing the relationship?
C. What are the events to monitor and process?
D. What is the role of BRM in each value stream?

Answer: B

Explanation:
Determining "Who is responsible for managing the relationship?" is central to identifying stakeholders and selecting the appropriate relationship model.

NEW QUESTION # 23
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