Questions for the ITIL-4-BRM were updated on : Dec 01 ,2025
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?
C
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.
The business relationship managers at a large it service provider are exploring ways to improve the
customer journey. As an objective of this initiative, they want to automate the feedback collection
and reporting mechanisms that are used to monitor customer experience. Given this objective, what
is the minimum target capability level for organization should set for this practice?
C
Explanation:
Automating feedback collection and reporting indicates a move towards quantitatively managed,
tool-supported processes, which corresponds to Capability Level 4.
A small organization’s problem management practice has been assessed at capability level 2, with
only one criterion met at level 3.
Which TWO factors should this organization consider MOST in the context of the
“Where do we want to be?” step in the continual improvement model?
1. The costs and time required to achieve level 3
2. How to achieve level 5 for the practice
3. The impact of missing capabilities on the business
4. How to improve all four dimensions of service management at once
C
Explanation:
In setting improvement targets, the organization should weigh the costs and time required to reach
Level 3 (factor 1) and understand how the missing capabilities currently impact the business (factor
3), ensuring that objectives are both feasible and aligned with business priorities.
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
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.
An organization has assembled a small team to do a self-assessment of its business relationship
management capabilities in advance of a formal assessment. The team has reviewed all the criteria
for level 2.
What should this team do NEXT?
C
Explanation:
After reviewing Level 2 criteria, the next step is to collect and document evidence for each criterion
that has been met to validate the assessment before moving forward.
Which statement about the relationship between the capability criteria and the four dimensions of
service management is CORRECT?
B
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.
In the context of the capability model, what are the capability criteria for each practice success factor
mapped to?
A
Explanation:
Capability criteria are specific, measurable attributes of success factors and are directly mapped to
key metrics used to assess practice performance.
What is the LOWEST level at which capability criteria related to practice automation is typically
defined?
C
Explanation:
In maturity models, automation of practice activities is typically introduced at Capability Level 4,
where processes are quantitatively managed and supported by automated tooling.
Which activity is NOT likely to be performed by a partner or supplier in support of the business
relationship management practice?
A
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.
The service relationship between an internal service provider and the business involves many
business stakeholders who may have different, interests and priorities.
Which TWO factors additionally increase the complexity of the service relationships and should be
considered by the service provider?
1. Dependencies on partner and suppliers
2. Dependencies on other internal service providers
3. Dependencies on the service consumer
4. Dependencies on internal users
A
Explanation:
Dependencies on partner and suppliers (1) and on other internal service providers (2) introduce
additional complexity in coordinating and managing the end-to-end service relationship.
Which TWO means of automation should an organization use to check whether its business
relationship models can be applied to a particular situation?
1. Workflow management tools
2. Mind mapping
3. Analysis and reporting tools
4. Knowledge management and sharing tools
C
Explanation:
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.
Which input used to develop the business relationship management approach is an output of the
workforce and talent management practice?
B
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.
Which business relationship activity is MOST LIKELY to need leadership competency?
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.
Which activity is typically shared between a business relationship manger and business relationship
agent?
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.
Which activity is typically a responsibility that is shared between a business relationship manager
and a business relationship agent?
A
Explanation:
Both the business relationship manager and agents collaborate to coordinate interactions between
the service provider and service consumer, ensuring seamless communication and alignment.