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[General] Exam ITIL-4-BRM Collection Pdf - Quiz 2026 First-grade Peoplecert Latest ITIL-4-

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【General】 Exam ITIL-4-BRM Collection Pdf - Quiz 2026 First-grade Peoplecert Latest ITIL-4-

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Peoplecert ITIL-4-BRM Exam Syllabus Topics:
TopicDetails
Topic 1
  • 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 2
  • 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.
Topic 3
  • 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 4
  • 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 5
  • 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.

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Peoplecert ITIL 4 Specialist: Business Relationship Management Sample Questions (Q24-Q29):NEW QUESTION # 24
Which is an example of 'Reviewing the VoC program'?
  • A. Surveying customers about their opinions of a new software application
  • B. Implementing improvements to a business relationship journey
  • C. Interpreting feedback from customers about the performance of a service and prioritizing actions
  • D. Performing regular reviews of 'Voice of the customer' activities
Answer: D
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 # 25
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. Value stream mapping
  • D. Stakeholder analysis and mapping
Answer: A
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 # 26
Which is an example of an approach to managing a business relationship in a clear domain?
  • A. A business relationship manager is provided with a set of principles to apply when discussing sustainability issues with customers
  • B. A business relationship manager is provided with a detailed set of instructions for gathering information about new customers
  • C. A business relationship manager uses a Gemba walk for analysing stakeholders influence and interest
  • D. A business relationship manager is provided high-level guidance for customer discussions
Answer: B
Explanation:
In a clear domain, processes are well understood and documented; providing a detailed set of instructions aligns with that clarity, guiding the BRM's information-gathering.

NEW QUESTION # 27
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. Maintaining business relationship models
  • C. Developing business relationship models
  • D. Managing business relationship exceptions
Answer: A
Explanation:
Both the business relationship manager and agents collaborate to coordinate interactions between the service provider and service consumer, ensuring seamless communication and alignment.

NEW QUESTION # 28
Which question should be considered during the 'Identify stakeholders and relationship model' activity of the 'Managing business relationship journeys' process?
  • A. Who is responsible for managing the relationship?
  • B. Is escalation required?
  • C. What are the events to monitor and process?
  • D. What is the role of BRM in each value stream?
Answer: A
Explanation:
Determining "Who is responsible for managing the relationship?" is central to identifying stakeholders and selecting the appropriate relationship model.

NEW QUESTION # 29
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