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Official specifications published by ITIL
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ITIL-4-BRM Exam Topics and Domains
ITIL-4-BRM is organized into 7 weighted domains. Expect to work with Analytics platforms, Business Relationship Management practice, CRM, ITIL Maturity Model, and more.
Key Concepts of Business Relationship Management (BRM)
Purpose and Value of BRM
Identify the purpose, PSFs, and value of the Business Relationship Management (BRM) practice
BRM Challenges and Stakeholders
- Understand the key challenges of Business Relationship Management (BRM)
- Understand the key stakeholders of service relationships
Service Journey and Relationships
- Understand the service journey model including the steps and the role of touch-points and service interactions
- Understand the types of service relationship and the role of Business Relationship Management (BRM) in each type
BRM Value Streams & Processes
Service Value Chain Integration
Understand the ITIL service value chain model and the roles and relationships of service value streams, practices, and processes in creation of value
BRM Processes
Understand the two main processes of the Business Relationship Management (BRM) practice, including their key inputs and outputs, activities and key questions
Relationship Models and Integration
- Know how to develop and apply relationship models
- Know how to integrate Business Relationship Management (BRM) in the organisation's value streams
BRM Models & Techniques
Stakeholder Analysis and Mapping
Know how to apply stakeholder analysis and mapping in the context of Business Relationship Management
Customer Engagement Techniques
- Know how to apply Gemba walk in the context of Business Relationship Management
- Know how to apply the voice of the customer in the context of Business Relationship Management
BRM Roles, Skills & Organizational Solutions
BRM Skills and Competencies
Understand the key skills required for Business Relationship Management (BRM)
BRM Roles and Responsibilities
Describe the responsibilities of the relationship manager and relationship agent roles
Organizational Implementation
- Know how to apply the LACMT model to Business Relationship Management (BRM) activities
- Know how to position Business Relationship Management (BRM) within an organisational structure
Information & Technology Support for BRM
BRM Information Management
Identify the key inputs and outputs of the Business Relationship Management (BRM) practice
BRM Automation and Tools
Describe the key Business Relationship Management (BRM) automation tools and their role in the practice
Partners & Suppliers in BRM
Service Relationship Complexity
Understand the complexity of service relationships
Third-Party Dependencies
Understand the dependencies of Business Relationship Management (BRM) on third parties
Developing BRM Capability
ITIL Maturity Model
Understand the key concepts of the ITIL maturity model, including capability assessment, and the capability levels and criteria
Capability Development Planning
Know how to apply capability criteria to plan Business Relationship Management (BRM) capability development
Metrics and Improvement
- Identify key metrics and methods for improving Business Relationship Management (BRM) capabilities
- Apply the key steps of the Business Relationship Management (BRM) capability development
How do I earn this certification?
Passing ITIL-4-BRM earns the ITIL 4 Specialist: Business Relationship Management certification. It sits in the ITIL 4 Service Management track.
- ITIL-4-CDS - ITIL 4 Specialist: Create, Deliver and Support
- ITIL-4-DSV - ITIL 4 Specialist: Drive Stakeholder Value
- ITIL-4-HVIT - ITIL 4 Specialist: High Velocity IT
- ITIL-4-AMC - ITIL 4 Specialist: Acquiring & Managing Cloud Services
- ITIL-4-SDIT - ITIL 4 Specialist: Sustainability in Digital & IT
- ITIL-4-ITAM - ITIL 4 Specialist: IT Asset Management
- ITIL-4-Practice-Manager - ITIL 4 Practice Manager Deep dive into specific ITIL practices
- BRM-Professional - BRM Professional Specialized BRM certification outside ITIL
Practice with Precision
The PlanetCert Simulator mirrors the real exam environment with authentic questions and timed pressure.
How to study for this exam?
The most effective way to prepare for ITIL-4-BRM is by using the PlanetCert Simulator to practice questions and review detailed explanations.
What's changed on this exam?
- ACTIVE
- Last content update: 2023-01-01
- Announcement date: 2022-10-15
- CRM Integration Various Increased focus on CRM tools in BRM automation • Release date: 2024-06-01
- Collaboration Platforms MS Teams, Slack New emphasis on digital collaboration in stakeholder management • Release date: 2024-ongoing
Who should take this exam?
This exam is typically taken by IT Business Relationship Managers and Service Delivery Managers.
- Experience in business relationship management
- Understanding of IT service management
- Familiarity with stakeholder management