PEOPLECERT ITIL-4-BRM practice materials Questions Answers

Exam Code:
ITIL-4-BRM
Exam Name:
PeopleCert ITIL 4 Specialist: Business Relationship Management Exam
Last Update:
Jun 01,2026

40 Questions Answers Verified by Experts!


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PEOPLECERT ITIL-4-BRM Questions for ITIL Certification Exam 2026

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Page: 1 / 8
Total Questions: 40

Questions & Answers PDF

• Question 1

  

  What technique is MOST appropriate to help a business relationship manager understand how a customer affects the business relationship journey?

  • Voice of customer
  • Gemba walk
  • Stakeholder analysis and mapping
  • Business relationship models

  Reveal Answer Answer: C Next Question

• Question 2

  

  As part of a stakeholder analysis, a senior manager has been identified who has financial control over BRM activities and is keen to see BRM succeed within the organization.Which communication strategy should be used for this stakeholder?

  • Keep satisfied
  • Monitor
  • Manage closely
  • Keep informed

  Reveal Answer Answer: C Next Question

• Question 3

  

  Which is an example of the ‘Prepare the team’ step of Gemba walks?

  • A business relationship manager informs staff of a future Gemba walk of the value stream for creating a new service
  • A relationship manager records the findings of observing the negotiation of service targets
  • A relationship manager asks another manager to join the Gemba walk for onboarding new customers
  • A relationship manager discusses the findings of a Gemba walk with other stakeholders

  Reveal Answer Answer: A Next Question

• Question 4

  

  Which is an example of ‘Analysing the Voice of the customer’?

  • Interpreting feedback from customers about a software application and prioritizing actions
  • Responding to a customer regarding their concerns about relationship management activities.
  • Surveying customers about their opinions of a new software application
  • Performing regular reviews of 'Voice of the customer' activities

  Reveal Answer Answer: A Next Question

• Question 5

  

  Which question should be considered during the ‘Identify stakeholders and relationship model’ activity of the ‘Managing business relationship journeys’ process?

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

  Reveal Answer Answer: B Next Question

• Question 6

  

  Which activity is typically shared between a business relationship manger and business relationship agent?

  • Developing business relationship models
  • Reviewing business relationships
  • Following business relationship models
  • Maintaining relationships with service consumer stakeholders

  Reveal Answer Answer: D Next Question

• Question 7

  

  In the context of a cooperative relationship, which would NOT be a role of business relationship management?

  • Using information to look for new ways to add value for the service consumers
  • Balancing becoming a trusted partner with investing too much in high-value services
  • Achieving strategic alignment and setting common goals and priorities
  • Identifying tailored services that meet service outcome and experience expectations

  Reveal Answer Answer: B Next Question

• Question 8

  

  Which is an example of ‘Reviewing the VoC program’?

  • Implementing improvements to a business relationship journey
  • Surveying customers about their opinions of a new software application
  • Performing regular reviews of 'Voice of the customer' activities
  • Interpreting feedback from customers about the performance of a service and prioritizing actions

  Reveal Answer Answer: C Next Question

• Question 9

  

  In the context of the “business relationship management” practice, which statement is CORRECT?

  • Focuses primarily on the needs of service users
  • Nurtures relationships at strategic levels
  • Focuses on relationships between individuals
  • Aims to manage agreements with consumers

  Reveal Answer Answer: B Next Question

• Question 10

  

  Which skill requires a business relationship manager to be introspective and understand their own behavior?

  • Self-awareness
  • Persuasion/negotiation
  • Strategic Thinking
  • Written and verbal communications

  Reveal Answer Answer: A Next Question

Page: 1 / 8
Total Questions: 40

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