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Peoplecert ITIL-4-BRM Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	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 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	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 5	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.

Peoplecert ITIL 4 Specialist: Business Relationship Management Sample Questions (Q30-Q35):

NEW QUESTION # 30
Which skill requires a business relationship manager to be introspective and understand their own behavior?

A. Written and verbal communications
B. Persuasion/negotiation
C. Strategic Thinking
D. Self-awareness

Answer: D

Explanation:
Self-awareness involves introspection and understanding one's own behaviors, emotions, and impact on relationships, which is essential for a business relationship manager.

NEW QUESTION # 31
What technique is MOST appropriate to help a business relationship manager understand how a customer affects the business relationship journey?

A. Business relationship models
B. Stakeholder analysis and mapping
C. Voice of customer
D. Gemba walk

Answer: B

Explanation:
Stakeholder analysis and mapping helps the BRM identify and understand a customer's influence, interests, and impact on each stage of the relationship journey.

NEW QUESTION # 32
Which activity is the responsibility of the 'sponsor' role?

A. Authorizes the budget for service consumption
B. Takes responsibility for the outcomes of service consumption
C. Defines the requirements for a service
D. Uses the service

Answer: A

Explanation:
The sponsor is the individual who secures and authorizes funding for service consumption, ensuring that the necessary budget is allocated.

NEW QUESTION # 33
Which is an example of 'Reviewing the VoC program'?

A. Implementing improvements to a business relationship journey
B. Interpreting feedback from customers about the performance of a service and prioritizing actions
C. Surveying customers about their opinions of a new software application
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 # 34
Which business relationship activity is MOST LIKELY to need leadership competency?

A. Following a business relationship model
B. Embedding business relationship models into service value streams
C. Identifying stakeholders and relationship model
D. Reviewing and adjusting business relationship models

Answer: B

Explanation:
Embedding business relationship models into service value streams requires leadership competency to influence organizational change, secure buy-in, and guide teams through adoption.

NEW QUESTION # 35
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