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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	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 3	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 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	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.

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Peoplecert ITIL 4 Specialist: Business Relationship Management Sample Questions (Q37-Q42):

NEW QUESTION # 37
Which activity is typically a responsibility that is shared between a business relationship manager and a business relationship agent?

A. Managing business relationship exceptions
B. Maintaining business relationship models
C. Developing business relationship models
D. Coordinating interactions between the service provider and service consumer

Answer: D

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 # 38
What is an output of the 'managing business relationship journeys' process?

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

Answer: D

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 # 39
An organization has assembled a small team to do a self-assessment of its business relationship management capabilities in advance of a formal assessment. The team has reviewed all the criteria for level 2.
What should this team do NEXT?

A. Proceed to Level 3.
B. Identify evidence for every criterion that has been met.
C. Set the target capability level.
D. Look for evidence of missing capabilities.

Answer: B

Explanation:
After reviewing Level 2 criteria, the next step is to collect and document evidence for each criterion that has been met to validate the assessment before moving forward.

NEW QUESTION # 40
Which describes the skill of self-awareness?

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

Answer: B

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

NEW QUESTION # 41
Which is an example of an approach to managing a business relationship in a clear domain?

A. A business relationship manager uses a Gemba walk for analysing stakeholders influence and interest
B. A business relationship manager is provided high-level guidance for customer discussions
C. A business relationship manager is provided with a set of principles to apply when discussing sustainability issues with customers
D. A business relationship manager is provided with a detailed set of instructions for gathering information about new customers

Answer: D

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 # 42
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