Peoplecert ITIL-4-BRM 問題練習

Question No : 1
Negotiate agreed SLA

• A.1 and 2
• B.2 and 3
• C.3 and 4
• D.1 and 4

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正解:
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.

Question No : 2
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?

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正解:
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.

Question No : 3
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?

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

Question No : 4
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

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正解:
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.

Question No : 5
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

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正解:
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.

Question No : 6
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

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正解:
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.

Question No : 7
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

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正解:
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.

Question No : 8
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

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正解:
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.

Question No : 9
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

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

Question No : 10
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

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正解:
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.

Question No : 11
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

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

Question No : 12
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

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

Question No : 13
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

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

Question No : 14
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

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正解:
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.

Question No : 15
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

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正解:
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