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  5. ITIL 4 Specialist: Business Relationship Management Questions and Answers

ITIL-4-BRM Sample Questions Answers

Questions 4

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?

Options:

A.

Keep satisfied

B.

Monitor

C.

Manage closely

D.

Keep informed

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Questions 5

Which is an example of an approach to managing a business relationship in a clear domain?

Options:

A.

A business relationship manager is provided with a detailed set of instructions for gathering information about new customers

B.

A business relationship manager uses a Gemba walk for analysing stakeholders influence and interest

C.

A business relationship manager is provided with a set of principles to apply when discussing sustainability issues with customers

D.

A business relationship manager is provided high-level guidance for customer discussions

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Questions 6

Which describes the skill of self-awareness?

Options:

A.

The ability to be introspective and understand one's own behavior

B.

The ability to persuade stakeholders at all levels within an organization?

C.

The ability to question effectively and demonstrate active listening

D.

The ability to understand trends in technology and influence long-term planning

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Questions 7

Which input used to develop the business relationship management approach is an output of the workforce and talent management practice?

Options:

A.

Business relationship principles

B.

Assessment of the organization's culture

C.

Service portfolio

D.

Organization's strategy

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Questions 8

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

Options:

A.

Training materials

B.

Roles and responsibilities

C.

Business relationship models

D.

Service portfolio

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Questions 9

The service relationship between an internal service provider and the business involves many business stakeholders who may have different, interests and priorities.

WhichTWOfactors 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

Options:

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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Questions 10

Which statement about the relationship between the capability criteria and the four dimensions of service management is CORRECT?

Options:

A.

Each capability level contains the same number of criteria for each of the four dimensions

B.

Each capability level contains one or more criteria for each of the four dimensions

C.

Each capability criterion is linked to only one of the four dimensions

D.

Not all capability criteria have been mapped to one of the four dimensions

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Questions 11

What is the LOWEST level at which capability criteria related to practice automation is typically defined?

Options:

A.

Level 1

B.

Level 3

C.

Level 4

D.

Level 5

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Questions 12

Which is an example of the ‘Prepare the team’ step of Gemba walks?

Options:

A.

A business relationship manager informs staff of a future Gemba walk of the value stream for creating a new service

B.

A relationship manager records the findings of observing the negotiation of service targets

C.

A relationship manager asks another manager to join the Gemba walk for onboarding new customers

D.

A relationship manager discusses the findings of a Gemba walk with other stakeholders

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Exam Code: ITIL-4-BRM
Exam Name: ITIL 4 Specialist: Business Relationship Management
Last Update: Oct 14, 2025
Questions: 40
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