ITIL 4 Foundation Practice Exam

What role does the Business Relationship Manager (BRM) primarily play?

1. Managing the service desk operations

2. Maintaining relationships with customers

3. Overseeing business processes

4. Implementing service requests

The correct answer is: Maintaining relationships with customers

The Business Relationship Manager (BRM) primarily focuses on maintaining relationships with customers. This role is essential in ensuring that the needs and expectations of customers are understood and addressed effectively. The BRM acts as a liaison between the service provider and the business, facilitating communication, understanding business requirements, and ensuring that service delivery aligns with business objectives. By nurturing these relationships, the BRM helps to foster trust and collaboration, which are crucial for delivering value to customers. This role also involves advocating for the customer within the organization to ensure their needs are prioritized and considered in service development and delivery. In contrast, other roles mentioned do not directly align with the primary responsibilities of a BRM. Managing service desk operations involves handling day-to-day service requests and incidents rather than focusing on relationship management. Overseeing business processes is more aligned with process management roles that may not specifically deal with customer relationships. Implementing service requests pertains to operational tasks rather than the strategic relationship-building aspect that the BRM emphasizes.