ITIL-4-BRM 試験問題を無料オンラインアクセス

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?

• A.Level 4
• B.Level 2
• C.Level 5
• D.Level 3

Which is an example of 'Reviewing the VoC program'?

• A.Interpreting feedback from customers about the performance of a service and prioritizing actions
• B.Implementing improvements to a business relationship journey
• C.Performing regular reviews of 'Voice of the customer' activities
• D.Surveying customers about their opinions of a new software application

Which activity is typically shared between a business relationship manger and business relationship agent?

• A.Following business relationship models
• B.Developing business relationship models
• C.Reviewing business relationships
• D.Maintaining relationships with service consumer stakeholders

Which describes the skill of self-awareness?

• A.The ability to question effectively and demonstrate active listening
• B.The ability to persuade stakeholders at all levels within an organization?
• C.The ability to be introspective and understand one's own behavior
• D.The ability to understand trends in technology and influence long-term planning

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

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