BRM Flashcards by Carlos Munoz

Business Relationship Management [ ? ] and ensures that the potential business value from them is captured, optimized and recognized.

stimulates business demand for a Provider’s products and services

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What role is Accountable for ensuring that business value is optimized?

Business Partner

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Which is a characteristic of Service Value?

Changes over time

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Which advantage is gained from using the Business Capability Roadmapping technique?

Conversations are held that help increase both business and Provider understanding

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When using the Value Management Process, in which sequence should the stages be performed?

1- Capture Value Ideas
2- Create Value Plan
3- Create Business Case
4- Approve Business Case
5- Capture and Communicate Value

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In the Influence Process technique, what should be used to Frame a Conversation?

1-Truth about today
2- Your Point of View
3- My point of view
4- Constraints and Limitations

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List the activities in the Strategic Relationship Management process?

1- Initial overview
2- Discovery
3- Planning
4- Execution
5- Extend and Expand

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In the Business Transition Management Capability Model, what capability has the purpose to answer the question ‘Why change’?

Build Urgency for Change

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In The Art of Rhetoric, what are the three proofs required for powerful communications?

1-Ethical
2-Logical
3-Emotional

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Which are major sources of Value Leakage?

1-Misaligned value system
2-Missed opportunities
3- Suboptimal Design
4-Suboptimal deployment and operation
5-Suboptimal Measurement, Accountability &amp; Organizational Capability

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In a RACI Chart, what term is associated with the role that has ultimate ownership for ensuring an action is taken?

Accountable

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In the Business Relationship Maturity Model, which characteristic represents a Strategic Partner relationship?

Provider takes full accountability for costs, services and delivery

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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.

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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?

Orchestrator

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What is used to clarify exclusions from a service?

Service definition

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Which is a characteristic of Supply at Level 1 in the Business-Provider Maturity Model?

-Provide basic systems and services
§ Stabilize operations and support
§ Improve service delivery
§ IT management fundamentals

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At what step in the Business Partner Decision Cycle can a Business Relationship Manager add the MOST value?

Identifying strategic possibilities

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Business [ ? ] is the expression or the articulation of the capacity, materials and expertise an organization needs in order to perform core functions.

capability

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Which is NOT one of the four Core Disciplines of Business Relationship Management?

Strategic Partnering

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How should a Business Relationship Manager reduce Value Leakage due to missed opportunities?

Continually shape business demand

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Which statement about Change Leadership is true?

Change Leaders can NOT delegate responsibilities

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When building a Relationship Strategy on a Page, in what sequence should the following steps be performed?

1- Shared Vision
2- Relationship Characteristics
3- Performance Measures

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In the Business-Provider Alignment Model, what barrier describes a disconnect between an articulated strategy and the actual strategy being carried out?

Expression

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With what does Portfolio Balancing seek to balance the amounts invested in each asset class?

Business strategy

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In Business Transition Management, which component is NOT considered essential to the successful launch of a change?

The commitment levels at the beginning of the change

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. 2-Portfolio Management includes new investments

What does the ‘roof’ of the House of BRM illustrate?

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

Within the Business-Provider Alignment Model, what is driven by the Strategic Context?

IT Strategy

Which is NOT a way that pain drives change?

Unwillingness to change

When influencing and persuading, what is the central theme around which a message should be framed?

A shared goal or concern

The Relationship Value Mapping technique provides the key inputs for which activity?

Building a Relationship Improvement Plan

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

Which is an objective of a Business Relationship Manager when performing the role of Transition Leader?

Ensure the Business Relationship Manager role is accepted

Which of the following statements about standards for the Business Relationship Manager (BRM) role are true?

The ISO/IEC 20000 ITSM standard references Business Relationship Management.

What is the goal of Demand Shaping?

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

What is defined as ‘A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks’?

A Service

What role in the Business Transition Network is required to validate a change on behalf of others in their local organization?

Sustaining Change Leader

To what Weill and Broadbent investment class does a project designed to realize savings by automating manual processes belong?

Transactional

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- Help define services and initiatives 3- Engage Architects at appropriate points in the lifecycle.

Where does information on updated strategic objectives flow directly from?

Business Planning to Portfolio Management

What Business Relationship Management competency is used to plan the enrollment of key stakeholders for the implementation of an initiative?

Business Transition Management

Which does NOT describe an attribute of a service?

Created and delivered by a Provider

Which categories are used in the Customer Value Hierarchy technique to classify customer preferences?

1-Table Stakes 2- Satisfiers 3- Differentiators

Which comes within the scope of Business-IT Governance?

Describing where decision-making authority lies

By shaping business demand, a Business Relationship Manager supports a Provider’s [ ? ] Capabilities.

Demand Governance and Value Chain

Why is listening an important communication skill?

It saves time by helping clarify information

According to the Business Transition Management Capability Model, which actions should be taken to build an urgency for change?

Convert business drivers into specific problems or opportunities for the audience

In the Psychology of Persuasion by Cialdini, what is being signaled by the Authority principle?

What makes you credible

What does Value Management define, measure, optimize and communicate?

The net value of a Provider investment

Emotional Intelligence requires an awareness of what you and others are [ ? ] as they communicate.

thinking and feeling

What is Business Capability Roadmapping?

is a way to clarify Business Capabilities needed to implement a given Business Strategy and the IT Capabilities and imperatives needed to enable those Business Capabilities.

Capability Roadmapping allows...

1- surfaces and clarifies the investments, assets and activities the provider must make to realize Business Strategy 2- surfaces and clarifies the linkages between Business Strategy and the provider’s products and services 3- links provider investments, assets and activities to Business Strategy

4 steps Influence Technique Overview

1- frame 2- dialog 3- enrollment 4- re-set

6 principles of influence

``` 1- reciprocity 2- scarcity 3- authority 4- commitment and consistency 5- liking 6- consensus/social proof ```

List the 3 types of Customer Value Hierarachy

1- Got to have 2- Want to have 3- Wow

To engage people in strategic change you must have

- A compelling reason to change - A compelling vision for the new state - A meaningful path to get started on the journey to the new state

In the Business Relationship Maturity Model, which characteristic represents an Ad Hoc relationship?

``` § Unmanaged demand § Unclear rules of engagement § Lack of Service Management discipline § Modified LIFO – Loudest-in, first-out § No clear sense of Provider service cost or value ```

In the Business Relationship Maturity Model, which characteristic represents an Order Taker relationship?

§ Demand prioritized based upon weak or subjective data § Antagonistic "We/They" relationships § Frequent misperception builds distrust § Provider is reactive and does not challenge business requests § No quality data to support cost or value analyses

In the Business Relationship Maturity Model, which characteristic represents a Service Partner relationship?

§ Clear process for engagement—at least for steady state services § Consistent services, but inconsistent results with major projects. Little use of Program Management § Business partner engaged in Service Management § Costs are transparent, but value is subjective § Beginnings of investment mindset

In the Business Relationship Maturity Model, which characteristic represents a Trusted Advisor relationship?

§ Mutual understanding and appreciation of capabilities and needs § Provider service portfolio appropriate to business needs § Provider engages early and often in Business Partner decision cycle § Increasing sense of value from investments in Provider services and capabilities

In the Business Relationship Maturity Model, which characteristic represents a Strategic Partner relationship?

§ Common goals with a focus on business value realization § Mutual accountability for achieving value from investments in Provider services and capabilities § Risks and rewards are shared § Quality data to support value analyses § Provider capabilities converged with business capabilities

Which is a characteristic of Supply at Level 2 in the Business-Provider Maturity Model?

§ Establish common IT infrastructure § Build IT credibility § Improve solution delivery § Establish Enterprise Architecture § Respond to ‘Consumerization of IT’

Which is a characteristic of Supply at Level 3 in the Business-Provider Maturity Model?

§ Continuous strategy and planning § Converge business and IT § Expand and extend infrastructure § Enable flexibility and agility § Embrace ‘Consumerization of IT

BRM Flashcards

(63 cards)