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ITIL-4-BRM更新 - ITIL-4-BRM考試資料
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Peoplecert ITIL-4-BRM 考試大綱：
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Peoplecert ITIL-4-BRM考試資料 - ITIL-4-BRM PDF
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最新的 Peoplecert ITIL ITIL-4-BRM 免費考試真題 (Q13-Q18):
問題 #13
Which is NOT an input to the 'Managing business relationship journeys' process?
- A. Service portfolio
- B. Roles and responsibilities
- C. Business relationship models
- D. Training materials
答案：D
解題說明：
Training materials support BRM development but are not an input to the Managing Business Relationship Journeys process; that process relies on defined roles and responsibilities, relationship models, and the service portfolio.
問題 #14
Which is an example of 'Reviewing the VoC program'?
- A. Performing regular reviews of 'Voice of the customer' activities
- B. Interpreting feedback from customers about the performance of a service and prioritizing actions
- C. Implementing improvements to a business relationship journey
- D. Surveying customers about their opinions of a new software application
答案：A
解題說明：
Reviewing the VoC program means conducting periodic evaluations of the overall Voice of the Customer activities to ensure the program remains effective and aligned with objectives.
問題 #15
A parent is authorizing the purchase of a cell phone for her child. What role is the parent assuming?
- A. Provider
- B. Sponsor
- C. User
- D. Customer
答案：B
解題說明：
By authorizing the purchase, the parent is assuming the sponsor role.
問題 #16
Which is an example of an approach to managing a business relationship in a clear domain?
- A. A business relationship manager is provided high-level guidance for customer discussions
- B. A business relationship manager is provided with a detailed set of instructions for gathering information about new customers
- C. A business relationship manager is provided with a set of principles to apply when discussing sustainability issues with customers
- D. A business relationship manager uses a Gemba walk for analysing stakeholders influence and interest
答案：B
解題說明：
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.
問題 #17
An organization is observing the interactions they have with their customers when negotiating service targets.
Which technique is this an example of?
- A. Value stream mapping
- B. Stakeholder analysis and mapping
- C. Voice of the customer
- D. Gemba walk
答案：D
解題說明：
A Gemba walk involves directly observing work and interactions in the real environment such as customer negotiations to gain firsthand insights into processes.
問題 #18
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