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?
In the context of the capability model, what are the capability criteria for each practice success factor mapped to?
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
Which statement about the relationship between the capability criteria and the four dimensions of service management is CORRECT?
Which activity is typically shared between a business relationship manger and business relationship agent?
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
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?
ITIL 4 |
TESTED 23 May 2025
