Provide Valid ITIL-4-BRM Dumps To Help You Prepare For ITIL 4 Specialist: Business Relationship Management Exam May 19, 2026
Peoplecert ITIL-4-BRM Dumps Questions [2026] Pass for ITIL-4-BRM Exam
NEW QUESTION # 21
Part of an organization's strategy is to use consumer feedback as part of the service quality measurement and reporting. The business relationship management (BRM) practice is an important component of that strategy, and an objective has been set to automate, as much as possible, the collection and analysis of feedback. Given this objective, what is the minimum target capability level the organization should set for this practice?
- A. Level 5
- B. Level 4
- C. Level 2
- D. Level 3
Answer: B
Explanation:
The objective to automate the collection and analysis of feedback aligns with Capability Level 4, where processes are quantitatively managed and supported by automated tooling.
NEW QUESTION # 22
Which input used to develop the business relationship management approach is an output of the workforce and talent management practice?
- A. Organization's strategy
- B. Service portfolio
- C. Business relationship principles
- D. Assessment of the organization's culture
Answer: D
Explanation:
An assessment of the organization's culture is produced by the Workforce and Talent Management practice and serves as an input when developing the Business Relationship Management approach.
NEW QUESTION # 23
Which activity is typically shared between a business relationship manger and business relationship agent?
- A. Reviewing business relationships
- B. Following business relationship models
- C. Developing business relationship models
- D. Maintaining relationships with service consumer stakeholders
Answer: D
Explanation:
Both the business relationship manager and agent share the responsibility of maintaining relationships with service consumer stakeholders to ensure ongoing alignment and engagement.
NEW QUESTION # 24
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?
- A. Keep satisfied
- B. Manage closely
- C. Keep informed
- D. Monitor
Answer: B
Explanation:
A stakeholder with both high power (financial control) and high interest (keen to see BRM succeed) requires a "manage closely" strategy to ensure their needs and expectations are proactively addressed.
NEW QUESTION # 25
An organization has set an objective that by the end of the year it will develop and communicate values and principles to be adopted by everyone within the organization relative to business relationship management (BRM).
What metric can BEST be used to assess whether this objective has been met?
- A. Satisfaction of key stakeholders with the relationship
- B. The service provider's image in the business
C Number and percentage of terminated contracts - C. Adoption of a common approach to BRM
Answer: C
Explanation:
Measuring the adoption of a common approach to BRM directly reflects whether the newly developed values and principles have been communicated and embraced across the organization by year's end.
NEW QUESTION # 26
Which is an example of 'Reviewing the VoC program'?
- A. Implementing improvements to a business relationship journey
- B. Performing regular reviews of 'Voice of the customer' activities
- C. Surveying customers about their opinions of a new software application
- D. Interpreting feedback from customers about the performance of a service and prioritizing actions
Answer: B
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 # 27
In the context of the "business relationship management" practice, which statement is CORRECT?
- A. Aims to manage agreements with consumers
- B. Nurtures relationships at strategic levels
- C. Focuses primarily on the needs of service users
- D. Focuses on relationships between individuals
Answer: B
Explanation:
The Business Relationship Management practice is designed to nurture and maintain relationships with stakeholders at strategic and organizational levels, ensuring alignment between the organization's strategy and stakeholder needs.
NEW QUESTION # 28
What is an output of the 'managing business relationship journeys' process?
- A. BRM training and awareness material
- B. A review of the organization's culture
- C. Updated relationship records
- D. Business relationship principles and models
Answer: C
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 # 29
In the context of the capability model, what are the capability criteria for each practice success factor mapped to?
- A. The service value system
- B. One of the four dimensions of service management
- C. The organization's strategy
- D. Key metrics
Answer: D
Explanation:
Capability criteria are specific, measurable attributes of success factors and are directly mapped to key metrics used to assess practice performance.
NEW QUESTION # 30
Which activity in the 'managing business relationship journeys' process executes the activities for the business relationship journey?
- A. Follow the business relationship model
- B. Analyze the organization's culture, strategy, and stakeholders
- C. Review the relationship
- D. Manage exceptions
Answer: A
Explanation:
"Follow the business relationship model" is the activity that carries out the defined sequence of journey steps, executing the business relationship journey in practice.
NEW QUESTION # 31
Which is an example of the 'explore' step of the service relationship journey?
- A. Downloading a trial version of a service provider's software offering
- B. Contacting a provider's service desk for assistance using a product
- C. Providing a service provider feedback about a desired new feature
- D. Checking a service provider's reviews online before contacting the organization
Answer: D
Explanation:
"Explore" involves researching potential service providers before engagement; checking reviews online exemplifies this initial discovery phase.
NEW QUESTION # 32
Which activity is NOT likely to be performed by a partner or supplier in support of the business relationship management practice?
- A. Advising the internal IT service provider on experience management techniques.
- B. Being accountable for the business relationships and the BRM practice.
- C. Providing tools to assist the business relationship management practice.
- D. Performing and analyzing satisfaction surveys of business relationships.
Answer: B
Explanation:
Accountability for the organization's business relationships and the BRM practice remains an internal responsibility; partners and suppliers support but do not hold that accountability.
NEW QUESTION # 33
Which is an example of the 'Prepare the team' step of Gemba walks?
- A. A business relationship manager informs staff of a future Gemba walk of the value stream for creating a new service
- B. A relationship manager records the findings of observing the negotiation of service targets
- C. A relationship manager discusses the findings of a Gemba walk with other stakeholders
- D. A relationship manager asks another manager to join the Gemba walk for onboarding new customers
Answer: A
Explanation:
"Prepare the team" involves informing and readying participants for the upcoming Gemba walk; notifying staff about the future observation aligns with that preparatory activity.
NEW QUESTION # 34
What technique is MOST appropriate to help a business relationship manager understand how a customer affects the business relationship journey?
- A. Gemba walk
- B. Stakeholder analysis and mapping
- C. Business relationship models
- D. Voice of customer
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 # 35
Which statement about the relationship between the capability criteria and the four dimensions of service management is CORRECT?
- A. Not all capability criteria have been mapped to one of the four dimensions
- B. Each capability level contains the same number of criteria for each of the four dimensions
- C. Each capability criterion is linked to only one of the four dimensions
- D. Each capability level contains one or more criteria for each of the four dimensions
Answer: D
Explanation:
At every capability level, there are one or more criteria corresponding to each of the four dimensions of service management, ensuring balanced consideration across all dimensions.
NEW QUESTION # 36
Which business relationship activity is MOST LIKELY to need leadership competency?
- A. Embedding business relationship models into service value streams
- B. Identifying stakeholders and relationship model
- C. Following a business relationship model
- D. Reviewing and adjusting business relationship models
Answer: A
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 # 37
An organization is performing a stakeholder analysis.
Which is an example of a stakeholder that should be monitored?
- A. End users who have no control over or interest in the software they use
- B. A senior manager who has control of a project
- C. A business relationship manager who wants to ensure that a service fulfils the customer's needs
- D. A financial controller who has little interest in a project
Answer: A
Explanation:
End users with neither control (power) nor interest fit the "monitor" category in stakeholder analysis, requiring minimal effort to track their status.
NEW QUESTION # 38
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