[Dec 24, 2025] New Updated ITIL-4-BRM Exam Questions 2025
Updated Free Peoplecert ITIL-4-BRM Test Engine Questions with 42 Q&As
NEW QUESTION # 25
Which of the following describes a value stream?
- A. A set of steps undertaken to create and deliver products and services
- B. Asset of organizational resources designed for performing work or accomplishing an objective
- C. An operating model which defines the main activities required to respond to demand and facilitate value realization
- D. A model that defines the key aspects of a relationship journey for a set of business stakeholders
Answer: A
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.
NEW QUESTION # 26
Which is an example of the 'Prepare the team' step of Gemba walks?
- A. A relationship manager asks another manager to join the Gemba walk for onboarding new customers
- B. A business relationship manager informs staff of a future Gemba walk of the value stream for creating a new service
- C. A relationship manager records the findings of observing the negotiation of service targets
- D. A relationship manager discusses the findings of a Gemba walk with other stakeholders
Answer: B
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 # 27
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?
- A. Proceed to Level 3.
- B. Set the target capability level.
- C. Look for evidence of missing capabilities.
- D. Identify evidence for every criterion that has been met.
Answer: D
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.
NEW QUESTION # 28
What technique is MOST appropriate to help a business relationship manager understand how a customer affects the business relationship journey?
- A. Voice of customer
- B. Business relationship models
- C. Gemba walk
- D. Stakeholder analysis and mapping
Answer: D
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 # 29
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 # 30
Which business relationship activity is MOST LIKELY to need leadership competency?
- A. Following a business relationship model
- B. Reviewing and adjusting business relationship models
- C. Identifying stakeholders and relationship model
- D. Embedding business relationship models into service value streams
Answer: D
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 # 31
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. Adoption of a common approach to BRM
- C. The service provider's image in the business
C Number and percentage of terminated contracts
Answer: B
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 # 32
Which activity is NOT likely to be performed by a partner or supplier in support of the business relationship management practice?
- A. Being accountable for the business relationships and the BRM practice.
- B. Performing and analyzing satisfaction surveys of business relationships.
- C. Advising the internal IT service provider on experience management techniques.
- D. Providing tools to assist the business relationship management practice.
Answer: 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.
NEW QUESTION # 33
Which is an example of an approach to managing a business relationship in a clear domain?
- A. A business relationship manager is provided with a set of principles to apply when discussing sustainability issues with customers
- B. A business relationship manager is provided high-level guidance for customer discussions
- C. A business relationship manager is provided with a detailed set of instructions for gathering information about new customers
- D. A business relationship manager uses a Gemba walk for analysing stakeholders influence and interest
Answer: C
Explanation:
In a clear domain, processes are well understood and documented; providing a detailed set of instructions aligns with that clarity, guiding the BRM's information-gathering.
NEW QUESTION # 34
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 informed
- B. Keep satisfied
- C. Manage closely
- D. Monitor
Answer: C
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 # 35
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 business relationship manager who wants to ensure that a service fulfils the customer's needs
- C. A senior manager who has control of a project
- 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 # 36
Which is an example of 'Reviewing the VoC program'?
- A. Performing regular reviews of 'Voice of the customer' activities
- B. Interpreting feedback from customers about the performance of a service and prioritizing actions
- C. Implementing improvements to a business relationship journey
- D. Surveying customers about their opinions of a new software application
Answer: A
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 # 37
Which is an example of the 'Prepare the team' step of Gemba walks?
- A. A relationship manager asks another manager to join the Gemba walk for onboarding new customers
- B. A business relationship manager informs staff of a future Gemba walk of the value stream for creating a new service
- C. A relationship manager records the findings of observing the negotiation of service targets
- D. A relationship manager discusses the findings of a Gemba walk with other stakeholders
Answer: B
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 # 38
In the context of the "business relationship management" practice, which statement is CORRECT?
- A. Focuses on relationships between individuals
- B. Aims to manage agreements with consumers
- C. Focuses primarily on the needs of service users
- D. Nurtures relationships at strategic levels
Answer: D
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 # 39
Which BEST describes the service relationship journey?
- A. The steps a service consumer and a service provider undertake together to co-create value
- B. The actions that service consumers undertake to be able to use a provider's services
- C. The experience consumers have as a result of service interactions with a service provider
- D. The actions that a service provider undertakes to build a relationship with service consumers
Answer: A
Explanation:
The service relationship journey encompasses the collaborative steps taken by both the service consumer and provider to co-create value through their interactions.
NEW QUESTION # 40
Which is an example of the 'explore' step of the service relationship journey?
- A. Providing a service provider feedback about a desired new feature
- B. Contacting a provider's service desk for assistance using a product
- C. Checking a service provider's reviews online before contacting the organization
- D. Downloading a trial version of a service provider's software offering
Answer: C
Explanation:
"Explore" involves researching potential service providers before engagement; checking reviews online exemplifies this initial discovery phase.
NEW QUESTION # 41
Which is an example of 'Analysing the Voice of the customer'?
- A. Performing regular reviews of 'Voice of the customer' activities
- B. Interpreting feedback from customers about a software application and prioritizing actions
- C. Surveying customers about their opinions of a new software application
- D. Responding to a customer regarding their concerns about relationship management activities.
Answer: B
Explanation:
Analysing the Voice of the Customer involves reviewing and interpreting customer feedback to identify priorities and actions, which is exemplified by interpreting feedback and prioritizing actions.
NEW QUESTION # 42
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