ITIL-4-BRM 무료 덤프문제 온라인 액세스

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

An organization has created a value stream to define new or changed service level agreements (SLAs).
What TWO activities in this value stream are most likely to include contributions from a business relationship management practice?
1. Identify customer requirements
2 Create a draft SLA
3. Verify that SLA is achievable
4. Negotiate agreed SLA

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

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

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

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

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

Which business relationship activity is MOST LIKELY to need leadership competency?

• A.Reviewing and adjusting business relationship models
• B.Identifying stakeholders and relationship model
• C.Following a business relationship model
• D.Embedding business relationship models into service value streams