peoplecert itil-4-brm practice test

ITIL 4 Specialist: Business Relationship Management

Last exam update: Nov 18 ,2025
Page 1 out of 3. Viewing questions 1-15 out of 40

Question 1

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

  • A. Focuses primarily on the needs of service users
  • B. Nurtures relationships at strategic levels
  • C. Focuses on relationships between individuals
  • D. Aims to manage agreements with consumers
Mark Question:
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.

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Question 2

Identify the missing word(s) in the following sentence.
A key challenge of the business relationship management practice is a lack of understanding of the
operating models of the [?].

  • A. IT service provider
  • B. Key stakeholders
  • C. External regulators
  • D. Service consumer
Mark Question:
Answer:

D


Explanation:
A core challenge for Business Relationship Management is that the practice often lacks insight into
the operating models of the service consumer, which hampers its ability to align services with
consumer needs.

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Question 3

Which activity is the responsibility of the ‘sponsor’ role?

  • A. Authorizes the budget for service consumption
  • B. Defines the requirements for a service
  • C. Uses the service
  • D. Takes responsibility for the outcomes of service consumption
Mark Question:
Answer:

A


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

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Question 4

A parent is authorizing the purchase of a cell phone for her child. What role is the parent assuming?

  • A. Sponsor
  • B. Customer
  • C. User
  • D. Provider
Mark Question:
Answer:

A


Explanation:
By authorizing the purchase, the parent is assuming the sponsor role.

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Question 5

Which BEST describes the service relationship journey?

  • A. The actions that a service provider undertakes to build a relationship with service consumers
  • B. The experience consumers have as a result of service interactions with a service provider
  • C. The steps a service consumer and a service provider undertake together to co-create value
  • D. The actions that service consumers undertake to be able to use a provider’s services
Mark Question:
Answer:

C


Explanation:
The service relationship journey encompasses the collaborative steps taken by both the service
consumer and provider to co-create value through their interactions.

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Question 6

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

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

B


Explanation:
In a cooperative relationship, Business Relationship Management focuses on adding value, achieving
strategic alignment, and identifying tailored services; balancing the risk of over-investing in high-
value services is not one of its defined roles.

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Question 7

Which is an example of the ‘explore’ step of the service relationship journey?

  • A. Checking a service provider's reviews online before contacting the organization
  • B. Providing a service provider feedback about a desired new feature
  • C. Downloading a trial version of a service provider's software offering
  • D. Contacting a provider’s service desk for assistance using a product
Mark Question:
Answer:

A


Explanation:
“Explore” involves researching potential service providers before engagement; checking reviews
online exemplifies this initial discovery phase.

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Question 8

Which TWO statements about BRM and third-party services are CORRECT?
1. BRM does not focus on suppliers as they never interact directly with the organization’s users
2. BRM ensures that, where appropriate, suppliers follow a service provider’s BRM approach
3. BRM is not directly involved in and does not need to understand supplier services
4. BRM needs to understand dependencies on supplier services as they influence user experience

  • A. 1 and 2
  • B. 2 and 4
  • C. 1 and 3
  • D. 3 and 4
Mark Question:
Answer:

B


Explanation:
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.

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Question 9

Which of the following describes a value stream?

  • A. A model that defines the key aspects of a relationship journey for a set of business stakeholders
  • B. A set of steps undertaken to create and deliver products and services
  • C. An operating model which defines the main activities required to respond to demand and facilitate value realization
  • D. Asset of organizational resources designed for performing work or accomplishing an objective
Mark Question:
Answer:

B


Explanation:
A value stream is defined as the series of steps an organization undertakes to create and deliver
products or services, transforming demand into value.

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Question 10

What is an output of the ‘managing business relationship journeys’ process?

  • A. Updated relationship records
  • B. BRM training and awareness material
  • C. A review of the organization’s culture
  • D. Business relationship principles and models
Mark Question:
Answer:

A


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.

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Question 11

Which is NOT an input to the ‘Managing business relationship journeys’ process?

  • A. Training materials
  • B. Roles and responsibilities
  • C. Business relationship models
  • D. Service portfolio
Mark Question:
Answer:

A


Explanation:
Training materials support BRM development but are not an input to the Managing Business
Relationship Journeys process; that process relies on defined roles and responsibilities, relationship
models, and the service portfolio.

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Question 12

Which activity in the ‘managing business relationship journeys’ process executes the activities for the
business relationship journey?

  • A. Manage exceptions
  • B. Analyze the organization's culture, strategy, and stakeholders
  • C. Follow the business relationship model
  • D. Review the relationship
Mark Question:
Answer:

C


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.

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Question 13

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

  • A. Is escalation required?
  • B. Who is responsible for managing the relationship?
  • C. What is the role of BRM in each value stream?
  • D. What are the events to monitor and process?
Mark Question:
Answer:

B


Explanation:
Determining “Who is responsible for managing the relationship?” is central to identifying
stakeholders and selecting the appropriate relationship model.

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Question 14

What key question should be asked when verifying and adjusting a business relationship model?

  • A. Is there an applicable relationship model?
  • B. Is this a new or existing relationship?
  • C. Did we deviate from the model or did the model not work as expected?
  • D. Does the agent understand the context and the applicable relationship model?
Mark Question:
Answer:

C


Explanation:
Verifying and adjusting the business relationship model requires assessing whether deviations
occurred because the process wasn’t followed or because the model itself was ineffective.

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Question 15

An organization has created a value stream to define new or changed service level agreements
(SLAs).
What TWO activities in this value stream are most likely to include contributions from a business
relationship management practice?
1. Identify customer requirements
2 Create a draft SLA
3. Verify that SLA is achievable
4. Negotiate agreed SLA

  • A. 1 and 2
  • B. 2 and 3
  • C. 3 and 4
  • D. 1 and 4
Mark Question:
Answer:

D


Explanation:
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.

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