QUESTION 22
Which activity is typically shared between a business relationship manger and business relationship agent?

QUESTION 23
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?

QUESTION 24
Which is an example of the ‘Prepare the team’ step of Gemba walks?

QUESTION 25
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

QUESTION 26
What is an output of the ‘managing business relationship journeys’ process?

QUESTION 27
In the context of the capability model, what are the capability criteria for each practice success factor mapped to?

QUESTION 28
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

QUESTION 29
Which question should be considered during the ‘Identify stakeholders and relationship model’ activity of the ‘Managing business relationship journeys’ process?

QUESTION 30
An organization is observing the interactions they have with their customers when negotiating service targets.
Which technique is this an example of?

QUESTION 31
In the context of the “business relationship management” practice, which statement is CORRECT?

QUESTION 32
An organization has assembled a small team to do a self-assessment of its business relationship management capabilities in advance of a formal assessment. The team has reviewed all the criteria for level 2.
What should this team do NEXT?

QUESTION 33
Which is an example of ‘Analysing the Voice of the customer’?

QUESTION 34
Which BEST describes the service relationship journey?

QUESTION 35
A parent is authorizing the purchase of a cell phone for her child. What role is the parent assuming?

QUESTION 36
Which input used to develop the business relationship management approach is an output of the workforce and talent management practice?