BRM Study

36. What is defined as "A means of delivering value to customers by facilitating outcomes customers want to achieve"? A. A Service B. A Product C. Service Value D. Value Harvesting

A. A Service

30. When influencing and persuading, what is the central theme around which a message should be framed? A. A shared goal or concern B. Customer's point of view C. Constraints or limitations D. Truth about today

A. A shared goal or concern

In the Business Transition Management Capability Model, what capability has the purpose to answer the question "Why change?" A. Build Urgency for Change B. Engage Business Transition Network C. Clarify Change Details D. Build Business Transition Commitment

A. Build Urgency for Change

What role is Accountable for ensuring that business value is optimized? A. Business Partner B. Solution Delivery Sponsor C. Business Relationship Manager D. Operation Manager

A. Business Partner

23. In the Business-Provider Alignment Model, what barrier describes a disconnect between an articulated strategy and the actual strategy being carried out? A. Expression B. Specification C. Implementation D. Contextual

A. Expression

Which is a characteristic of Supply at Level 1 in the Business-Provider Maturity Model? A. Focuses on stabilizing basic services and infrastructure B. Easily reconfigurable assets C. Focuses on increasing speed and reliability of solution delivery D. Flexible sourcing

A. Focuses on stabilizing basic services and infrastructure

At what step in the Business Partner Decision Cycle can a Business Relationship Manager add the MOST value? A. Identifying strategic possibilities B. Identifying execution gaps C. Identifying solution options D. Selecting solutions

A. Identifying strategic possibilities

In the Business Relationship Maturity Model, which characteristic represents a Strategic Partner relationship? A. Provider takes full accountability for costs, services and delivery B. Provider takes full accountability for all risk and rewards C. Provider does NOT challenge business requests D. Provider is reactive

A. Provider takes full accountability for costs, services and delivery

49. What does Value Management define, measure, optimize and communicate? A. The net value of a Provider investment B. The gross value of a Provider investment C. A set of possibilities that will create the most value for an organization D. A set of specialized organizational capabilities for providing services to customers

A. The net value of a Provider investment

Identify the missing words from the definition of Business Relationship Management. Business Relationship Management ____________ and ensures that the potential business value from them is captured, optimized and recognized. A. stimulates business demand for a Provider's products and services B. determines a Business Partner's complete portfolio of products and services C. defines an organization's products and services D. promotes a Provider's product and services

A. stimulates business demand for a Provider's products and services

50. Identify the missing words in the following sentence. Emotional Intelligence requires an awareness of what you and others are ____________ as they communicate. A. thinking and feeling B. planning to do next C. permitted to discuss D. authorized to commit to

A. thinking and feeling

Which of the following statements about the Linking Business Drivers with Technology technique are true? 1. Begins with the solution and tries to find how this solution may address a given business problem 2. Starts with the business problem or the business outcomes to be achieved. A. Only 1 is true B. Only 2 is true C. Both 1 and 2 are true D. Neither 1 or 2 is true

C. Both 1 and 2 are true

Which is a characteristic of Service Value? A. Defined in terms of cost versus benefit B. Determined by the Provider C. Changes over time D. Delivers revenue

C. Changes over time

27. What does the "roof" of the House of BRM illustrate? A. Competencies of the BRM role in the context of the Business Partner Environment B. Core Disciplines of the BRM Role in the context of the Competencies C. Clarity of the BRM Role in the context of the Provider Strategy and Operating Model D. Core Themes of the BRM Role in the context of the Disciplines and Competencies

C. Clarity of the BRM Role in the context of the Provider Strategy and Operating Model

20. How should a Business Relationship Manager reduce Value Leakage due to missed opportunities? A. Ensure a Program Management perspective B. Gain clarity about a Business Partner's Value System C. Continually shape business demand D. Ensure key business outcomes are actually delivered

C. Continually shape business demand

44. Which comes within the scope of Business-IT Governance? A. Developing software B. Documenting user requirements for an enhanced service C. Describing where decision-making authority lies D. Operating a shared services function

C. Describing where decision-making authority lies

33. Which is an objective of a Business Relationship Manager when performing the role of Transition Leader? A. Provide organizational change expertise B. Provide business transition management expertise C. Ensure the Business Relationship Manager role is accepted D. Ensure convergence of business and Provider capabilities

C. Ensure the Business Relationship Manager role is accepted

28. Within the Business-Provider Alignment Model, what is driven by the Strategic Context? A. Information B. Environment C. IT Strategy D. IT Portfolio

C. IT Strategy

37. What role in the Business Transition Network is required to validate a change on behalf of others in their local organization? A. Stakeholder B. Initiating Change Leader C. Sustaining Change Leader D. Change Agent

C. Sustaining Change Leader

In the Influence Process technique, what should be used to Frame a Conversation? A. Forceful arguments B. Defensive explanations C. Truth about today D. Engagement of Stakeholders

C. Truth about today

29. Which is NOT a way that pain drives change? A. Loss of a gain that looks possible to achieve B. Impending discomfort C. Unwillingness to change D. Loss of a gain that is within our grasp

C. Unwillingness to change

48. In the Psychology of Persuasion by Cialdini, what is being signaled by the Authority principle? A. Who is the decision maker B. The route of escalation C. What makes you credible D. The limitations of a proposal

C. What makes you credible

40. Where does information on updated strategic objectives flow directly from? A. Business Planning to Program Management B. Program Management to Portfolio Management C. Program Management to Business Planning D. Business Planning to Portfolio Management

D. Business Planning to Portfolio Management

41. What Business Relationship Management competency is used to plan the enrolment of key stakeholders for the implementation of an initiative? A. Strategic Partnering B. Portfolio Management C. Business IQ D. Business Transition Management

D. Business Transition Management

18. Identify the missing word(s) in the following sentence. Business ________ is the expression or the articulation of the capacity, materials and expertise an organization needs in order to perform core functions. A. viability B. value C. relationship management D. capability

D. Capability

21. Which statement about Change Leadership is true? A. Change Leaders can delegate to Stakeholders B. Initiating Change Leaders can delegate to Sustaining Change Leaders C. Sustaining Change Leaders can delegate to Initiating Change Leaders D. Change Leaders can NOT delegate responsibilities

D. Change Leaders can NOT delegate responsibilities

What is used to clarify exclusions from a service? A. Service constraints B. Service costing C. Service value D. Service definition

D. Service definition

25. In Business Transition Management, which component is NOT considered essential to the successful launch of a change? A. Definition of the future state B. The initial activities of implementation C. Dissatisfaction with the current situation D. The commitment levels at the beginning of the change

D. The commitment levels at the beginning of the change

Which are major sources of Value Leakage? 1. Misaligned value system 2. Missed opportunities 3. Turnover of executive leadership 4. Suboptimal deployment and operation. A. 1, 2, 3 B. 1, 2, 4 C. 1, 3, 4 D. 2, 3, 4

B. 1, 2, 4

22. When building a Relationship Strategy on a Page, in what sequence should the following steps be performed? 1. Shared Vision 2. Performance Measures 3. Relationship Characteristics. A. 1, 2, 3 B. 1, 3, 2 C. 2, 1, 3 D. 3, 2, 1

B. 1, 3, 2

When using the Value Management Process, in which sequence should the stages be performed? 1. Create Value Plan 2. Capture and Communicate Value 3. Approve Business Case. A. 1, 2, 3 B. 1, 3, 2 C. 2, 1, 3 D. 3, 2, 1

B. 1, 3, 2

In a RACI Chart, what term is associated with the role that has ultimate ownership for ensuring an action is taken? A. Informed B. Accountable C. Consulted D. Responsible

B. Accountable

31. The Relationship Value Mapping technique provides the key inputs for which activity? A. Diagnosing Relationship Quality B. Building a Relationship Improvement Plan C. Building a Customer Value Hierarchy D. Building a Relationship Strategy on a Page

B. Building a Relationship Improvement Plan

24. With what does Portfolio Balancing seek to balance the amounts invested in each asset class? A. Planned budgets B. Business strategy C. Business IQ D. Resources available

B. Business strategy

Which advantage is gained from using the Business Capability Roadmapping technique? A. Opportunities with a Business Partner and Provider are defined in a way that is clear, compelling and convincing B. Conversations are held that help increase both business and Provider understanding C. Clear accountability for the making of a decision is established D. The importance of a business and Provider relationship is identified

B. Conversations are held that help increase both business and Provider understanding

47. According to the Business Transition Management Capability Model, which actions should be taken to build an urgency for change? A. Encourage the audience to make mistakes B. Convert business drivers into specific problems or opportunities for the audience C. Recognize and manage the differing emotional responses to change D. Cascade and maintain change leadership

B. Convert business drivers into specific problems or opportunities for the audience

42. Which does NOT describe an attribute of a service? A. Co-created with customers B. Created and delivered by a Provider C. Produces an intangible benefit D. A means of delivering value to a customer

B. Created and delivered by a Provider

46. Identify the missing words in the following sentence. By shaping business demand, a Business Relationship Manager supports a Provider's _______ Capabilities. A. Demand Governance and Enabling B. Demand Governance and Value Chain C. Financial and Value Chain D. Enabling and Financial

B. Demand Governance and Value Chain

35. What is the goal of Demand Shaping? A. Manage the human dynamics before, during and after implementing a business change initiative B. Identify the set of possibilities that will create the most value for an organization C. Plan, monitor and improve the performance of a process D. Understand a Business Partner's value system and clarify strategic context

B. Identify the set of possibilities that will create the most value for an organization

45. Why is listening an important communication skill? A. It signals confidence and positive feelings B. It saves time by helping clarify information C. It represents 55% of the total impact of a message D. It is one of the four skills required for Emotional intelligence

B. It saves time by helping clarify information

34. Which of the following statements about standards for the Business Relationship Manager (BRM) role are true? 1. COBIT is a BRM standard 2. The ISO/IEC 20000 ITSM standard references Business Relationship Management. A. Only 1 is true B. Only 2 is true C. Both 1 and 2 are true D. Neither 1 or 2 is true

B. Only 2 is true

Which metaphor is used to describe the Business Relationship Manager as the single point of focus for the coordination and aggregation of business demand for a Business Partner? A. Actor B. Orchestrator C. Connector D. Navigator

B. Orchestrator

19. Which is NOT one of the four Core Disciplines of Business Relationship Management? A. Demand Shaping B. Strategic Partnering C. Servicing D. Value Harvesting

B. Strategic Partnering

38. To what Weill and Broadbent investment class does a project designed to realize savings by automating manual processes belong? A. Informational B. Transactional C. Infrastructure D. Strategic

B. Transactional

39. Which Business Relationship Management activities support Demand Governance Capability in the Provider Capability Model? 1. Work with partner to incorporate risk and compliance needs 2. Orchestrate resources to deploy solutions 3. Help define services and initiatives 4. Engage Architects at appropriate points in the lifecycle. A. 1, 2, 3 B. 1, 2, 4 C. 1, 3, 4 D. 2, 3, 4

C. 1, 3, 4

Which activity is NOT the focus of a major stage in the Strategic Relationship Management process? A. Address initial relationship team formation B. Document what we know and what we need to know C. Appoint two relationship managers, one for the Provider organization and one for the customer D. Work with the Business Partner to define what activities will create value for them

C. Appoint two relationship managers, one for the Provider organization and one for the customer

26. Which of the following statements about the scope of Portfolio Management in the context of the Investment Life Cycle are true? 1. Portfolio Management includes terminating investments 2. Portfolio Management includes collecting benefits from current services. A. Only 1 is true B. Only 2 is true C. Both 1 and 2 are true D. Neither 1 or 2 is true

C. Both 1 and 2 are true

32. Which characteristics are used when defining SMART goals? 1. When the outcome of the goal is required 2. How is it known if the goal is accomplished 3. Who is involved in achieving the goal 4. Whether the goal has support of senior executive leadership. A. 1, 2, 3 B. 1, 2, 4 C. 1, 3, 4 D. 2, 3, 4

A. 1, 2, 3

43. Which categories are used in the Customer Value Hierarchy technique to classify customer preferences? 1. Table Stakes 2. Satisfiers 3. Differentiators 4. Dissatisfiers. A. 1, 2, 3 B. 1, 2, 4 C. 1, 3, 4 D. 2, 3, 4

A. 1, 2, 3

In The Art of Rhetoric, what are the three proofs required for powerful communications? 1. Ethical 2. Social 3. Logical 4. Emotional. A. 1, 3, 4 B. 1, 2, 3 C. 1, 2, 4 D. 2, 3, 4

A. 1, 3, 4