ITIL-4-BRM ITIL 4 Specialist: Business Relationship Management Questions and Answers

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.

BRM engages in understanding and capturing customer requirements (activity 1) and plays a key role in negotiating the agreed SLA (activity 4) to ensure alignment with stakeholder expectations.

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.

“Follow the business relationship model” is the activity that carries out the defined sequence of journey steps, executing the business relationship journey in practice.

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.

Analysis and reporting tools can automatically evaluate data and metrics to determine if a given relationship model is suitable.

Knowledge management and sharing tools provide accessible repositories of models and contextual information to support automated decision-making on applicability.

Statement 2 is correct because BRM ensures that suppliers align with the organization’s relationship management approach when interacting with consumers.

Statement 4 is correct because understanding supplier dependencies is vital for BRM to manage and influence the overall user experience.

End users with neither control (power) nor interest fit the “monitor” category in stakeholder analysis, requiring minimal effort to track their status.

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.