ITIL-4-BRM ITIL 4 Specialist: Business Relationship Management Questions and Answers

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.

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.

Both the business relationship manager and agents collaborate to coordinate interactions between the service provider and service consumer, ensuring seamless communication and alignment.

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.

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.

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.

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.

Capability criteria are specific, measurable attributes of success factors and are directly mapped to key metrics used to assess practice performance.

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.