PeopleCert ITIL-4-BRM Exam - Topic 3 Question 1 Discussion

Actual exam question for PeopleCert's ITIL-4-BRM exam

Question #: 1
Topic #: 3

Part of an organization's strategy is to use consumer feedback as part of the service quality measurement and reporting. The business relationship management (BRM) practice is an important component of that strategy, and an objective has been set to automate, as much as possible, the collection and analysis of feedback. Given this objective, what is the minimum target capability level the organization should set for this practice?

ALevel 2

BLevel 3

CLevel 4

DLevel 5

Show Suggested Answer

Suggested Answer: C

The objective to automate the collection and analysis of feedback aligns with Capability Level 4, where processes are quantitatively managed and supported by automated tooling.

by Carma at Jun 11, 2025, 10:21 PM

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Daniela

8 months ago

Totally agree, Level 3 is realistic and effective.

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Cheryl

8 months ago

Level 5 seems too ambitious for most orgs.

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Dierdre

9 months ago

Definitely Level 4! We need more automation.

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Annmarie

9 months ago

Wait, are we sure Level 2 is enough for automation?

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Dorathy

9 months ago

I think Level 3 is a solid starting point.

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Milly

9 months ago

I’m leaning towards Level 4 because it aligns with best practices I studied, but I wonder if they could start with Level 3 first.

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Arthur

10 months ago

Level 2 seems too basic for automating feedback collection; I feel like they need at least Level 3 to really make it work.

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Cherrie

10 months ago

I remember a practice question that mentioned Level 4 being ideal for effective feedback analysis, but I’m not confident if that’s the minimum target.

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Bernardine

10 months ago

I think the organization should aim for Level 3 since it involves some automation and structured processes, but I'm not entirely sure.

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Jacki

10 months ago

I'm a little confused by the different capability levels. Can someone explain the differences between them and how they relate to the question? I want to make sure I understand this properly before answering.

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Cary

10 months ago

Okay, let's think this through. The organization wants to automate the feedback process, so they'll need a more advanced capability level to handle that. I'm leaning towards Level 4 as the best answer.

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Lachelle

11 months ago

Hmm, I'm a bit unsure about this one. The question mentions "minimum target capability level", so I'm not sure if Level 4 is the best answer or if a lower level would be sufficient.

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Xenia

11 months ago

This question seems straightforward. I think the answer is Level 4 since the organization wants to automate the collection and analysis of feedback as much as possible.

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Kyoko

1 year ago

I'd say Level 4 is the minimum they should aim for. Automating the feedback process is a big step, and they'll need some serious horsepower to make it work. Though, if they really want to have some fun, they could just skip straight to Level 5 and let the feedback system run the whole company. What could possibly go wrong?

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Bonita

11 months ago

Skipping straight to Level 5 might be risky, but it could be an interesting experiment to let the feedback system run the whole company.

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Art

1 year ago

I agree, Level 4 seems like a reasonable goal to set. It would definitely streamline the feedback collection and analysis.

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Truman

1 year ago

I think Level 4 is a good target to aim for. Automating the feedback process will definitely require some serious capabilities.

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Lashon

1 year ago

Level 3 is the way to go. Anything less and they'll be stuck manually sifting through all that customer feedback, and let's be honest, nobody has time for that. Oh, and I heard the feedback system they're using was developed by the same team that created Skynet. Just a fun little fact to keep in mind.

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Selene

1 year ago

Wow, that's interesting about the Skynet team developing the feedback system. Hopefully it doesn't become self-aware!

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Naomi

1 year ago

I agree, Level 3 is definitely the best option for automating the feedback process.

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Sueann

1 year ago

I believe Level 4 would be even better, as it would provide more advanced automation and analysis capabilities.

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Bok

1 year ago

I agree, Level 3 would allow for automation while still ensuring quality feedback analysis.

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Ashley

1 year ago

Hmm, I'd go with Level 4. Automating the feedback process is a big deal, and they'll need some serious capabilities to pull it off. Plus, who knows, maybe the feedback system will become self-aware and start giving them unsolicited advice, like 'Have you tried turning your company off and on again?'

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Jenifer

1 year ago

Yeah, Level 4 sounds like the right choice. They'll need that level of capability for automating feedback effectively.

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Tamra

1 year ago

I agree, Level 4 seems like a good target for the organization to aim for.

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Jamal

1 year ago

I think Level 4 makes sense. It's important to have strong capabilities for automating feedback.

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Stefania

1 year ago

Level 3 seems like the right choice. Automating the feedback collection and analysis is a pretty advanced capability, and I don't think Level 2 would cut it. Though, if they really want to go all out, they could aim for Level 5 and have the feedback system run the organization too!

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Raylene

1 year ago

Level 5 would be impressive, but maybe a bit too ambitious for now.

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Chaya

1 year ago

I agree, Level 3 sounds like a good balance of automation and capability.

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Lenora

1 year ago

I think the minimum target capability level should be Level 3.

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