最新版を今すぐ試そう！[2026年03月] 試験準備には欠かさない！ITIL-4-BRM問題集
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質問 # 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
- A. 1 and 4
- B. 2 and 3
- C. 3 and 4
- D. 1 and 2
正解：C
解説：
Analysis and reporting tools can automatically evaluate data and metrics to determine if a given relationship model is suitable.
Knowledge management and sharing tools provide accessible repositories of models and contextual information to support automated decision-making on applicability.
質問 # 26
Part of an organization's strategy is to use consumer feedback as part of the service quality measurement and reporting. The business relationship management (BRM) practice is an important component of that strategy, and an objective has been set to automate, as much as possible, the collection and analysis of feedback. Given this objective, what is the minimum target capability level the organization should set for this practice?
- A. Level 3
- B. Level 2
- C. Level 5
- D. Level 4
正解：D
解説：
The objective to automate the collection and analysis of feedback aligns with Capability Level 4, where processes are quantitatively managed and supported by automated tooling.
質問 # 27
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. 3 and 4
- B. 1 and 4
- C. 2 and 3
- D. 1 and 2
正解：B
解説：
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.
質問 # 28
Which is an example of the 'Prepare the team' step of Gemba walks?
- A. A business relationship manager informs staff of a future Gemba walk of the value stream for creating a new service
- B. A relationship manager records the findings of observing the negotiation of service targets
- C. A relationship manager discusses the findings of a Gemba walk with other stakeholders
- D. A relationship manager asks another manager to join the Gemba walk for onboarding new customers
正解：A
解説：
"Prepare the team" involves informing and readying participants for the upcoming Gemba walk; notifying staff about the future observation aligns with that preparatory activity.
質問 # 29
Which BEST describes the service relationship journey?
- A. The experience consumers have as a result of service interactions with a service provider
- B. The actions that service consumers undertake to be able to use a provider's services
- C. The actions that a service provider undertakes to build a relationship with service consumers
- D. The steps a service consumer and a service provider undertake together to co-create value
正解：D
解説：
The service relationship journey encompasses the collaborative steps taken by both the service consumer and provider to co-create value through their interactions.
質問 # 30
Which is an example of an approach to managing a business relationship in a clear domain?
- A. A business relationship manager is provided with a set of principles to apply when discussing sustainability issues with customers
- B. A business relationship manager is provided high-level guidance for customer discussions
- C. A business relationship manager uses a Gemba walk for analysing stakeholders influence and interest
- D. A business relationship manager is provided with a detailed set of instructions for gathering information about new customers
正解：D
解説：
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.
質問 # 31
What key question should be asked when verifying and adjusting a business relationship model?
- A. Is there an applicable relationship model?
- B. Does the agent understand the context and the applicable relationship model?
- C. Is this a new or existing relationship?
- D. Did we deviate from the model or did the model not work as expected?
正解：D
解説：
Verifying and adjusting the business relationship model requires assessing whether deviations occurred because the process wasn't followed or because the model itself was ineffective.
質問 # 32
In the context of a cooperative relationship, which would NOT be a role of business relationship management?
- A. Identifying tailored services that meet service outcome and experience expectations
- B. Achieving strategic alignment and setting common goals and priorities
- C. Using information to look for new ways to add value for the service consumers
- D. Balancing becoming a trusted partner with investing too much in high-value services
正解：D
解説：
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.
質問 # 33
Which activity is the responsibility of the 'sponsor' role?
- A. Takes responsibility for the outcomes of service consumption
- B. Defines the requirements for a service
- C. Uses the service
- D. Authorizes the budget for service consumption
正解：D
解説：
The sponsor is the individual who secures and authorizes funding for service consumption, ensuring that the necessary budget is allocated.
質問 # 34
In the context of the capability model, what are the capability criteria for each practice success factor mapped to?
- A. Key metrics
- B. One of the four dimensions of service management
- C. The organization's strategy
- D. The service value system
正解：A
解説：
Capability criteria are specific, measurable attributes of success factors and are directly mapped to key metrics used to assess practice performance.
質問 # 35
Which is an example of the 'Prepare the team' step of Gemba walks?
- A. A business relationship manager informs staff of a future Gemba walk of the value stream for creating a new service
- B. A relationship manager records the findings of observing the negotiation of service targets
- C. A relationship manager discusses the findings of a Gemba walk with other stakeholders
- D. A relationship manager asks another manager to join the Gemba walk for onboarding new customers
正解：A
解説：
"Prepare the team" involves informing and readying participants for the upcoming Gemba walk; notifying staff about the future observation aligns with that preparatory activity.
質問 # 36
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?
- A. The service provider's image in the business
C Number and percentage of terminated contracts - B. Satisfaction of key stakeholders with the relationship
- C. Adoption of a common approach to BRM
正解：C
解説：
Measuring the adoption of a common approach to BRM directly reflects whether the newly developed values and principles have been communicated and embraced across the organization by year's end.
質問 # 37
Which of the following describes a value stream?
- A. Asset of organizational resources designed for performing work or accomplishing an objective
- B. An operating model which defines the main activities required to respond to demand and facilitate value realization
- C. A set of steps undertaken to create and deliver products and services
- D. A model that defines the key aspects of a relationship journey for a set of business stakeholders
正解：C
解説：
A value stream is defined as the series of steps an organization undertakes to create and deliver products or services, transforming demand into value.
質問 # 38
Identify the missing word(s) in the following sentence.
A key challenge of the business relationship management practice is a lack of understanding of the operating models of the [?].
- A. External regulators
- B. Key stakeholders
- C. Service consumer
- D. IT service provider
正解：C
解説：
A core challenge for Business Relationship Management is that the practice often lacks insight into the operating models of the service consumer, which hampers its ability to align services with consumer needs.
質問 # 39
Which input used to develop the business relationship management approach is an output of the workforce and talent management practice?
- A. Business relationship principles
- B. Organization's strategy
- C. Assessment of the organization's culture
- D. Service portfolio
正解：C
解説：
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.
質問 # 40
Which skill requires a business relationship manager to be introspective and understand their own behavior?
- A. Strategic Thinking
- B. Persuasion/negotiation
- C. Self-awareness
- D. Written and verbal communications
正解：C
解説：
Self-awareness involves introspection and understanding one's own behaviors, emotions, and impact on relationships, which is essential for a business relationship manager.
質問 # 41
Which is an example of the 'explore' step of the service relationship journey?
- A. Contacting a provider's service desk for assistance using a product
- B. Providing a service provider feedback about a desired new feature
- C. Checking a service provider's reviews online before contacting the organization
- D. Downloading a trial version of a service provider's software offering
正解：C
解説：
"Explore" involves researching potential service providers before engagement; checking reviews online exemplifies this initial discovery phase.
質問 # 42
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Peoplecert ITIL-4-BRM 認定試験の出題範囲：
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