A logistics company, 'Global-Transit', has a BRM practice that is assessed at ITIL Maturity Level 2 ('Managed'). The practice successfully handles service escalations and gathers feedback reactively. To progress to Level 3 ('Defined'), the Head of BRM needs to introduce a more structured approach. Which of the following initiatives is most crucial for achieving Level 3 maturity?
A business relationship manager at a retail bank is preparing for a quarterly service review with the head of the mortgage lending department. To ensure the meeting is productive, the BRM wants to apply several techniques to understand the department's recent experiences and future needs. Which TWO of the following techniques would be most effective for gathering rich, contextual information BEFORE the formal review? (Select TWO)
A university is mapping the service journey for 'student course registration'. The process involves multiple touchpoints: the online course catalog, the registration portal, the payment gateway, and email notifications. The BRM observes that while each individual system meets its technical uptime SLAs, student satisfaction with the registration process is low due to confusing navigation between the systems. Which concept does this situation best illustrate?
A new Business Relationship Manager is tasked with improving the collaboration between the IT department and a rapidly growing marketing department that heavily relies on a third-party SaaS platform for analytics. The BRM's efforts to align IT services with marketing campaigns are often undermined by performance issues with this SaaS provider. What does this scenario primarily demonstrate about the BRM practice?
A manufacturing firm is establishing its first formal BRM function. The CIO is deciding between two organizational structures: positioning the BRMs within the central IT department reporting to the Head of Service Delivery, or embedding them directly within key business units like 'Production' and 'Supply Chain', with a dotted-line report back to the CIO. Which statement best justifies the embedded model?
A large enterprise's BRM team is struggling to provide a holistic view of the service relationship health to senior leadership. They use spreadsheets to track stakeholder contacts, separate survey tools for satisfaction, and service desk reports for performance data. This fragmentation makes reporting difficult and time-consuming. Which type of technology would provide the MOST significant improvement in this situation?
The value stream for 'Onboarding a New Enterprise Customer' at a software company involves activities from sales, legal, service provisioning, and customer support. The BRM's role is to ensure this process is smooth and creates value from the customer's perspective. Which activity best represents the BRM's contribution to this value stream?
True or False: The primary purpose of the Business Relationship Management practice is to manage the day-to-day operational interactions and incidents reported by service users.
A hospital's IT department provides a critical 'Patient Records Management' service. In this context, a surgeon who accesses and updates patient records using the service is best described by which role?
A BRM is working with a business unit that has consistently low satisfaction scores, despite SLAs for IT services being met. The BRM suspects a misalignment between the defined service levels and the actual business outcomes the unit needs to achieve. Which BRM activity is most critical to perform next?