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NEW QUESTION 25
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?

NEW QUESTION 26
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

NEW QUESTION 27
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

NEW QUESTION 28
Which is an example of ‘Reviewing the VoC program’?

NEW QUESTION 29
Which is an example of the ‘explore’ step of the service relationship journey?

NEW QUESTION 30
Which describes the skill of self-awareness?

NEW QUESTION 31
What is the LOWEST level at which capability criteria related to practice automation is typically defined?

NEW QUESTION 32
An organization has set an objective that by the end of the year it will develop and communicate values and principles to be adopted by everyone within the organization relative to business relationship management (BRM).
What metric can BEST be used to assess whether this objective has been met?

NEW QUESTION 33
In the context of the “business relationship management” practice, which statement is CORRECT?

NEW QUESTION 34
What key question should be asked when verifying and adjusting a business relationship model?

NEW QUESTION 35
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?

NEW QUESTION 36
A small organization’s problem management practice has been assessed at capability level 2, with only one criterion met at level 3.
Which TWO factors should this organization consider MOST in the context of the
“Where do we want to be?” step in the continual improvement model?
1. The costs and time required to achieve level 3
2. How to achieve level 5 for the practice
3. The impact of missing capabilities on the business
4. How to improve all four dimensions of service management at once

NEW QUESTION 37
What technique is MOST appropriate to help a business relationship manager understand how a customer affects the business relationship journey?

NEW QUESTION 38
Which activity is NOT likely to be performed by a partner or supplier in support of the business relationship management practice?

NEW QUESTION 39
In the context of the capability model, what are the capability criteria for each practice success factor mapped to?

NEW QUESTION 40
Which is an example of ‘Analysing the Voice of the customer’?