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WGU C846 Business of IT – Applications with verified solutions 2023
Service A means of enabling value co-creation by facilitating outcomes desirable to customers—without their having to manage cost and risk. Utili... [Show More] ty A functionality offered by a product or service to meet a particular need. Warranty An assurance that a product or service meets agreed-upon requirements. Customer The person who defines service requirements and takes responsibility for the outcome of service consumption. User Someone who uses the provided services. Service Management A set of specialized organizational capabilities for enabling value for customers in the form of services. Sponsor The person authorizing the budget for the consumed service. Describe Key Concepts (Two questions on Exam) -- Cost The amount of money spent on a specific activity or resource. Value The perceived benefits, usefulness, and importance of something. Usually measured by how much the customer is willing to pay for the service. Organization A person or group with its internal functions, and with its own set of responsibilities, authorities, and relationships necessary to achieve its objectives. Outcome A result as perceived by a stakeholder—that is enabled by one or more outputs. Output A tangible or intangible deliverable of an activity. Risk A possible event that could cause harm or loss, or make the achievement of objectives more difficult. Describe Concepts of Services (One question on Exam) ... Service Offering A formal description of one or more services designed to address the needs of its target consumer, and include goods, access to resources, and service actions. Service Relationship Management Joint activities that the service provider and service consumer both engage in to ensure continued value co-creation, according to agreed-upon and available service offerings. Service Provision Activites an organization engages in to provide services, such as possibly supplying goods, fulfillment of agreed-upon service actions, and ensuring user access to these resources. Service Consumption Management of consumer resources necessary to use the service [Show Less]
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WGU C846 : Practice Tests questions with complete solutions
What is the purpose of the service configuration management practice? A) To ensure that services deliver agreed levels of availability to meet the needs o... [Show More] f customers and users B) To ensure that service availability and performance are maintained at an adequate level in case of a disaster C) To set clear business-related targets for service performance so that delivery of a service can be properly assessed, monitored, and managed against the targets D) To ensure that accurate and reliable information about the configuration of services and the CIs that support them is available when and where it's needed To ensure that accurate and reliable information about the configuration of services and the CIs that support them is available when and where it's needed Which of the following is not an example of a supportive service-desk technology? A) Big-bang deployment B) Incorporating computer-telephony integration C) Workforce management and resource planning systems D) Configuration management systems Big-bang deployment Which term is defined as a cause—or potential cause—of one or more incidents? A) Known error B) Failure C) Problem D) Event Problem Which of the following is not an approach to continual improvement? A) Lean methods for providing perspectives on the elimination of waste B) Agile methods for focusing on making improvements incrementally at a cadence C) Procedures for managing information security-related changes, such as firewall configuration changes D) DevOps methods for working holistically and ensuring that improvements are not only designed well but applied effectively Procedures for managing information security-related changes, such as firewall configuration changes Which type of changes are not typically included in a change schedule? A) Exception changes B) Emergency changes C) Standard changes D) Normal changes Emergency changes Which method advocates a "systems view" that emphasizes close collaboration between enterprise governance, service teams, software development, and technology operations? A) Deployment management B) Risk management C) DevOps D) Relationship management DevOps Which of the following statements about the plan value chain activity are true? Each correct answer represents a complete solution. Choose all that apply. A) It outputs a product and service portfolio for the engage activity. B) Key outputs are strategic, tactical, and operational plans. C) A key output is service performance information for design and transition. D) It receives inputs regarding knowledge and information about third-party service components from the engage value chain activity. It outputs a product and service portfolio for the engage activity. Key outputs are strategic, tactical, and operational plans. It receives inputs regarding knowledge and information about third-party service components from the engage value chain activity. What is the term for any financially valuable component that can contribute to the delivery of an IT product or service? A) Asset B) Incident C) Event D) Configuration item Asset Which of the following is not an activity of information security management? A) It must be driven from the senior-most level of the organization, according to clearly understood governance requirements and organizational policies. B) It creates controls that each practice must consider when planning how work is to be done. C) In high-velocity environments, information security is integrated as much as possible into the daily work of development and operations. D) It creates closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure. It creates closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure. When making improvements, what is the benefit of employing the continual improvement model? A) It balances the need to make beneficial changes that deliver additional value with the need to protect customers and users from the adverse effect of change. B) It can be applied to any type of improvement, from high-level organizational changes to individual services and CIs. C) It manages the people aspects of change to ensure that improvements and organizational transformation initiatives are implemented successfully. D) Stakeholders' satisfaction is high, and a constructive relationship between the organization and stakeholders is established and maintained. It can be applied to any type of improvement, from high-level organizational changes to individual services and CIs. Which statements about problem management are true? Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents. Manage workarounds and known errors. Make new and changed services and features available for use. Record and report selected changes of state identified as events. A) 3 and 4 B) 1 and 3 C) 1 and 2 D) 2 and 4 1 and 2 The purpose of the SVS is to ensure that: A) there is a need or desire for products and services among the organization's internal or external consumers. B) the organization defines value streams. C) the organization continually co-creates value with all stakeholders via the use and management of products and services. D) an organization is directed and controlled. the organization continually co-creates value with all stakeholders via the use and management of products and services. If the improvement has delivered the expected value, the focus of the initiative should shift to marketing the success and reinforcing any new methods introduced. Which of the following steps of the continual improvement model describes this? A) How do we keep the momentum going? B) Where are we now? C) Where do we want to be? D) Take action. How do we keep the momentum going? How is value co-created? A) By establishing mutually beneficial, interactive relationships with customers, thus empowering them to become creative contributors to the service value chain B) By the cooperation of partners and suppliers C) By enabling the organization to maintain the alignment of its operations with the strategic direction determined by its governing body D) By providing services to business customers that are fit for their purpose, stable, and so reliable that businesses perceive the service organization offering them as a trusted provider By establishing mutually beneficial, interactive relationships with customers, thus empowering them to become creative contributors to the service value chain What two skills are required for service-level management? A) Engagement and listening B) Detailed understanding of cloud-based infrastructure and risk management C) Troubleshooting and supplier knowledge D) Listening and expediency Engagement and listening Which of the following is not a key input of the deliver and support value chain activity? A) Portfolio, architectures, and policies provided by plan B) Improvement status reports from improve C) Knowledge and information about new and changed service components and services from design and transition and obtain/build D) User support tasks, and knowledge and information about third-party service components provided by engage Portfolio, architectures, and policies provided by plan Which of the following statements are true regarding the interaction of guiding principles? Each correct answer represents a complete solution. Choose all that apply. A) Organizations should use only one principle in each situation. B) Not all guiding principles are critical in every situation, but they should all be reviewed continuously to determine how appropriate they are to each situation. C) It's important to recognize that all guiding principles interact with and depend upon each other. D) Organizations should consider the relevance of each of the guiding principles and how they apply together. Not all guiding principles are critical in every situation, but they should all be reviewed continuously to determine how appropriate they are to each situation. It's important to recognize that all guiding principles interact with and depend upon each other. Organizations should consider the relevance of each of the guiding principles and how they apply together. How should problems be prioritized and managed for analysis? Each correct answer represents a complete solution. Choose all that apply. A) According to their potential impact and probability B) By identifying faulty components C) According to the risks that they pose D) According to the availability of staff capable of addressing each problem According to their potential impact and probability According to the risks that they pose [Show Less]
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C846 - ITIL v4 questions and answers rated A+ 2023
Output A tangible or intangible deliverable of an activity. Change Control (Change Enablement) Maximize the number of successful IT changes by en... [Show More] suring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule. Deployment Management To move new or changed hardware, software, documentation, processes, or any other component to live environments. Configuration Item CI - Any component that needs to be managed in order to deliver an IT service. Service Configuration Management To ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. Release Management To make new and changed services and features available for use. Monitoring and Event Management To systematically observe a service or service component, and record and report selected changes of state identified as events. IT Asset Any valuable component that can contribute the delivery of an IT product or service. IT Asset Management To plan and manage the full lifecycle of all IT assets, to help the organization. Problem A cause, or potential cause, or one or more incidents. Types of Service Desks Local, Centralized, Virtual, and Follow the Sun Service Desk Practice To capture demand for incident resolution and service requests. It should also be the entry/single point of contact for the service provider with all of its users. Problem Management Practice To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors. Partners and Suppliers Incorporates contracts and other agreements between the organization and its partners or suppliers. ITIL (Information Technology Infrastructure Library) A good-practice guidance applicable to all types of organizations that provide services to businesses. ITIL Guiding Principles Help to guide organizational decisions and actions and ensure a shared understanding and unified approach to ITSM throughout the organization. SVS Service Value System - Describes how the components and activities of an organization interact to create value through IT-enabled services. ITIL Service Value Chain A flexible model for the creation, delivery, and continual improvement of services. Cost The amount of money spent on a specific activity or resource. Organization A person or group with its internal functions, and with its own set of responsibilities, authorities, and relationships necessary to achieve its objectives. Outcome A result as perceived by a stakeholder - that is enable by one or more outputs. Risk A tangible or intangible deliverable of an activity. Service A means of enabling value co-creation by facilitating outcomes desirable to customers - without their having to manage cost and risk. Service Management A set of specialized organizational capabilities for enabling value for customers in the form of services. Service Offering A formal description of one of more services designed to address the needs of its target consumer, and include goods, access to resources, and service actions. Sponsor The person authorizing the budget for the consumed service. Utility A functionality offered by a product or service to meet a particular need. [Show Less]
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C846 Flash Cards from Certify, WGU C846 ITIL, Business of IT C846 2023
dependent on Complete the sentence by filling in the missing word: IT service management is important for organizations because businesses are ___________... [Show More] _IT. The U.K. Government Who developed ITIL? Strategy Which service lifecycle stage is considered to be the core of the lifecycle? Core Service A service that delivers the basic outcomes desired by one or more customers (see enabling and enhancing services). Customer Someone who buys goods or services. The customer of an IT service provider is the person or group that defines and agrees on the service-level targets. Enabling Service A service that is needed in order to deliver a core service. Enhancing Service A service that is added to a core service to make it more attractive to the customer. Function A team or group of people and the other resources or tools that are used to carry out a process or process activities. IT Service A service provided by an IT service provider. An IT service consists of a combination of information technology, people, and processes. Outcome The result of carrying out an activity, following a process, delivering an IT service, and so on. The term is used to refer to intended results, as well as to actual results. Process A process is a structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. Service Services are a means of delivering value to customers by facilitating the outcomes customers want to achieve, without the ownership of specific costs and risks. Service Management A set of specialized organizational capabilities for providing value to customers in the form of services. value Complete the sentence by filling in the missing word: ITIL is a framework of common best practices that provide ___________ for customers. Best Practices Complete the sentence by filling in the missing word: Service management provides a standardized approach that ensures ___________ for IT delivery. Service Strategy "How do we truly create value for our customers?" is a question answered by which lifecycle stage? Service Strategy "How can we make a case for strategic investment?" is a question answered by which lifecycle stage? Service Strategy "How do we resolve conflicting demands for resource?" is a question answered by which lifecycle stage? Service Strategy "What services should we be offering and to whom?" is a question answered by which lifecycle stage? Fit for purpose Utility is defined as what? Fit for use Warranty is defined as what? Availability, capacity, security, and continuity Warranty requires assurance of which areas? True True or false: A service asset is defined as any resource or capability of a service provider. Assets Any resource or capability. Attribute Information held about a configuration item, such as serial number, make, model, and so on. Capabilities The ability of an organization, person, process, application, IT service, or other configuration items to carry out an activity. Capabilities are intangible assets of an organization. [Show Less]
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C846 WGU with correct answers 2023
Service Enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks.... [Show More] Utility Fit for Purpose. Service does what it is meant to do. Warranty Fit for use. Assurance that a product or service will meet agreed requirements. Customer Defines requirements for service. User A person who uses services. Service Management A set of specialized capabilities for enabling value for customers in the form of services. Sponsor Authorizes budgets for services Cost The amount of money spent on a specific activity or resource. Value The perceived benefits, usefulness and importance of something. Organization A group of people that has its own functions with responsibilities and authorities to achieve specific objectives. Outcome A result for a stakeholder enabled by one or more outputs. Output A tangible or intangible deliverable of an activity. Risk Uncertainty of outcome. Can be good (opportunity) or bad (hazard) Utility A service must either support the performance of the consumer or remove constraints from the consumer. Warranty 1. Often relates to service levels aligned with the needs of service consumers. 2. Addresses such areas as the availability of the service, its capacity, levels of security and continuity. What are the 4 key concepts of service relationships? 1. Service Offering 2. Service Relationship Management 3. Service Provision 4. Service Consumption Service Offering A specific mix of services and products sold to a specific customer. Service Relationship Management Establishes and nurtures links between organizations and stakeholders at strategic and tactical levels. Service Provision Activities performed by an organization to provide services. Service Consumption Activities performed by an organization to consume services. Focus on Value Everything you do must be somehow (directly or indirectly) valuable to your stakeholders. Best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service. Start Where You Are Reuse existing resources whenever possible instead of reinventing the wheel over and over again Progress Iteratively With Feedback Don't do everything at once. Take baby-steps instead. Learning by doing with lots of feedback Collaborate and Promote Visibility Involve the right people at the right time and gather factual data to make the right decisions. Recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service Think and Work Holistically Nothing is ever alone Think about the effect of your initiative or work on other components. Work on the system not just it's parts. Keep it Simple and Practical Don't overcomplicate work. Use the least possible steps. Outcome based thinking helps. Optimize & Automate Maximize the value of human work. Automate only after optimization. Apply DevOps. The use of technology with limited or no human intervention. What are the 4 dimensions of service management? 1. Organizations and People 2. Information and Technology 3. Partners and Suppliers 4. Value Streams and Processes Organizations and People Ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication. Information & Technology Includes the information and knowledge necessary for the management of services, as well as the technologies required. Also incorporates the relationships between different component, such as the inputs and outputs of activities and practices. Partners & Suppliers 1. Encompasses an organization's relationships with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services. 2. It also incorporates contracts. Value Streams and Processes 1. Applicable to both the SVS in general, and to specific products and services. 2. It defines the activities, workflows, controls, and procedures needed to achieve agreed objectives. 3. Concerned with how the various parts of the organization work to enable value creation through products and services. Value Stream A series of steps an organization undertakes to create and deliver products and services to consumers. Service Value System Describes how all the components and activities of the organization work together as a system to enable value creation. Service Value Chain An operating model for service providers that covers all the key activities required to effectively manage products and services. How does the service value chain support value streams? The ITIL service value chain includes six value chain activities which lead to the creation of products and services and, in turn, value. Value streams combine practices and value chain activities in various ways to improve products and services and increase potential value for the consumers and the organization. What are the 6 Value Chain Activities? 1. Plan 2. Improve 3. Engage 4. Design & Transition 5. Obtain/Build 6. Deliver & Support Plan Ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization. Includes portfolio decisions for Design and Transition. Improve Ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management. Engage Provides a good understanding of stakeholder needs, transparency, and continual engagements and good relationships with all stakeholders. Transition Ensures products and services continually meet stakeholder expectations for quality, costs, and time to market. Obtain/Build Ensures service components are available when and where they are needed and meet agreed specifications. Deliver & Support Ensures services are delivered and supported according to agreed specifications and stakeholders' expectations. Best used to categorize the actions of the service desk when they are responding to a consumer's request for assistance. Information Security Management Protects information needed by organizations to conduct business 1. Confidentiality 2. Integrity 3. availability 4. Authentication 5. Non-Repudiation [Show Less]
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Business of IT - Applications - C846 with complete solutions latest 2023
dependent on Complete the sentence by filling in the missing word: IT service management is important for organizations because businesses are ___________... [Show More] _IT. The U.K. Government Who developed ITIL? Strategy Which service lifecycle stage is considered to be the core of the lifecycle? Customer Someone who buys goods or services. The customer of an IT service provider is the person or group that defines and agrees on the service-level targets. Core Service A service that delivers the basic outcomes desired by one or more customers (see enabling and enhancing services). Enabling service A service that is needed in order to deliver a core service. Enhancing Service A service that is added to a core service to make it more attractive to the customer. Function A team or group of people and the other resources or tools that are used to carry out a process or process activities. IT Service A service provided by an IT service provider. An IT service consists of a combination of information technology, people, and processes. Outcome The result of carrying out an activity, following a process, delivering an IT service, and so on. The term is used to refer to intended results, as well as to actual results. Process A structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. Service A means of delivering value to customers by facilitating the outcomes customers want to achieve, without the ownership of specific costs and risks. Service Management A set of specialized organizational capabilities for providing value to customers in the form of services. True True or false: Measurement and metrics are part of the five major aspects of service design. False True or false: People, process, products, and partners are four principles used to manage strategic outcomes. True True or false: Service management systems and tools are part of the five key aspects of service design. False True or false: Service design is solely concerned with the day-to-day enhancements and changes to service. False True or false: Service design is free to design according to the technical needs of the IT department. Service portfolio Service pipeline, service catalog, and retired services are elements of which service management tool? Architecture The structure of a system or IT service, including the relationships of components to each other. Service acceptance criteria (SAC) A set of criteria used to ensure that an IT service meets its functionality and quality requirements. [Show Less]
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WGU C846 - Cram Card questions and answers 2023
Product is configuration of resources, created by the organization, that will be potentially valuable for their customers Organization a person or... [Show More] group of people that has it's own functions with responsibilities, authorities, and relationships to achieve its objectives Customer A role that defines the requirements for a service and takes responsibility for the outcomes of service consumption User A role that uses services Sponsor A role that authorizes the budget for service consumption. Term is also used to describe an organization or individual that provides financial or other support for an initiative Service Management Set of specialized organizational capabilities for enabling value for customer in the form of services Service Mean of enabling value co-creation by facilitating outcome s that customer wants to achieve without the customer having to manage specific costs and risks Value Perceived benefits, usefulness, and importance of something Outcome Result for a stakeholder enabled by one or more outputs Output A tangible or intangible deliverable of an activity. Cost The amount of money spent on a specific activity or resource. Risk Possible event that could cause harm or loss, or make or more difficult to achieve objectives (uncertainty of outcome) Goods have ownership transferred to a consumer Access Does not have the ownership transferred to a consumer Actions performed by the provider to address a consumer need Service relationship management Joint activities performed by a service provider and a service consumer to ensure continual value Co-creation based on agreed and available service offerings Service offering a formal description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions Service provision activities performed by an organization to provide services, including management of the provider's resources, configured to deliver the service; ensuring access to these resources for users; fulfillment of the agreed service actions; service level management; and continual improvement. It may also include the supply of goods Service consumption activities performed by an organization to consume services. It includes the management of the consumer's resources needed to use the service, service actions perform by users, and the receiving (acquiring) or goods (if required) Utility is the functionality offered by a product or service to meet a particular need Utility Fit for purpose Warranty is the assurance that a product or service will meet agreed requirements Warranty Fit for use Name the 4 dimensions VOIP: Value streams and processes Organizations and people Information and technology Partners and suppliers Value streams and processes s defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives Organizations and people ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model Information and technology includes the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system Partners and suppiers encompasses the relationships an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services Service value chain (SVC) 6 main activities PIEDOD: Plan Improve Engage Design and Transition Obtain/Build Deliver and Support Main purpose of SVC Turn Demands/Opportunities into Value Plan ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization Improve ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management Engage provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders Design & Transition ensures products and services continually meet stakeholder expectations for quality, costs, & time to market [Show Less]
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WGU C846 : Practice Tests questions and answers 2023 verified
What is the purpose of the service configuration management practice? A) To ensure that services deliver agreed levels of availability to meet the needs o... [Show More] f customers and users B) To ensure that service availability and performance are maintained at an adequate level in case of a disaster C) To set clear business-related targets for service performance so that delivery of a service can be properly assessed, monitored, and managed against the targets D) To ensure that accurate and reliable information about the configuration of services and the CIs that support them is available when and where it's needed To ensure that accurate and reliable information about the configuration of services and the CIs that support them is available when and where it's needed Which of the following is not an example of a supportive service-desk technology? A) Big-bang deployment B) Incorporating computer-telephony integration C) Workforce management and resource planning systems D) Configuration management systems Big-bang deployment Which term is defined as a cause—or potential cause—of one or more incidents? A) Known error B) Failure C) Problem D) Event Problem Which of the following is not an approach to continual improvement? A) Lean methods for providing perspectives on the elimination of waste B) Agile methods for focusing on making improvements incrementally at a cadence C) Procedures for managing information security-related changes, such as firewall configuration changes D) DevOps methods for working holistically and ensuring that improvements are not only designed well but applied effectively Procedures for managing information security-related changes, such as firewall configuration changes Which type of changes are not typically included in a change schedule? A) Exception changes B) Emergency changes C) Standard changes D) Normal changes Emergency changes Which method advocates a "systems view" that emphasizes close collaboration between enterprise governance, service teams, software development, and technology operations? A) Deployment management B) Risk management C) DevOps D) Relationship management DevOps Which of the following statements about the plan value chain activity are true? Each correct answer represents a complete solution. Choose all that apply. A) It outputs a product and service portfolio for the engage activity. B) Key outputs are strategic, tactical, and operational plans. C) A key output is service performance information for design and transition. D) It receives inputs regarding knowledge and information about third-party service components from the engage value chain activity. It outputs a product and service portfolio for the engage activity. Key outputs are strategic, tactical, and operational plans. It receives inputs regarding knowledge and information about third-party service components from the engage value chain activity. What is the term for any financially valuable component that can contribute to the delivery of an IT product or service? A) Asset B) Incident C) Event D) Configuration item Asset Which of the following is not an activity of information security management? A) It must be driven from the senior-most level of the organization, according to clearly understood governance requirements and organizational policies. B) It creates controls that each practice must consider when planning how work is to be done. C) In high-velocity environments, information security is integrated as much as possible into the daily work of development and operations. D) It creates closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure. It creates closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure. When making improvements, what is the benefit of employing the continual improvement model? A) It balances the need to make beneficial changes that deliver additional value with the need to protect customers and users from the adverse effect of change. B) It can be applied to any type of improvement, from high-level organizational changes to individual services and CIs. C) It manages the people aspects of change to ensure that improvements and organizational transformation initiatives are implemented successfully. D) Stakeholders' satisfaction is high, and a constructive relationship between the organization and stakeholders is established and maintained. It can be applied to any type of improvement, from high-level organizational changes to individual services and CIs. Which statements about problem management are true? Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents. Manage workarounds and known errors. Make new and changed services and features available for use. Record and report selected changes of state identified as events. A) 3 and 4 B) 1 and 3 C) 1 and 2 D) 2 and 4 1 and 2 The purpose of the SVS is to ensure that: A) there is a need or desire for products and services among the organization's internal or external consumers. B) the organization defines value streams. C) the organization continually co-creates value with all stakeholders via the use and management of products and services. D) an organization is directed and controlled. the organization continually co-creates value with all stakeholders via the use and management of products and services. If the improvement has delivered the expected value, the focus of the initiative should shift to marketing the success and reinforcing any new methods introduced. Which of the following steps of the continual improvement model describes this? A) How do we keep the momentum going? B) Where are we now? C) Where do we want to be? D) Take action. How do we keep the momentum going? How is value co-created? A) By establishing mutually beneficial, interactive relationships with customers, thus empowering them to become creative contributors to the service value chain B) By the cooperation of partners and suppliers C) By enabling the organization to maintain the alignment of its operations with the strategic direction determined by its governing body D) By providing services to business customers that are fit for their purpose, stable, and so reliable that businesses perceive the service organization offering them as a trusted provider By establishing mutually beneficial, interactive relationships with customers, thus empowering them to become creative contributors to the service value chain What two skills are required for service-level management? A) Engagement and listening B) Detailed understanding of cloud-based infrastructure and risk management C) Troubleshooting and supplier knowledge D) Listening and expediency Engagement and listening Which of the following is not a key input of the deliver and support value chain activity? A) Portfolio, architectures, and policies provided by plan B) Improvement status reports from improve C) Knowledge and information about new and changed service components and services from design and transition and obtain/build D) User support tasks, and knowledge and information about third-party service components provided by engage Portfolio, architectures, and policies provided by plan Which of the following statements are true regarding the interaction of guiding principles? Each correct answer represents a complete solution. Choose all that apply. A) Organizations should use only one principle in each situation. B) Not all guiding principles are critical in every situation, but they should all be reviewed continuously to determine how appropriate they are to each situation. C) It's important to recognize that all guiding principles interact with and depend upon each other. D) Organizations should consider the relevance of each of the guiding principles and how they apply together. Not all guiding principles are critical in every situation, but they should all be reviewed continuously to determine how appropriate they are to each situation. It's important to recognize that all guiding principles interact with and depend upon each other. Organizations should consider the relevance of each of the guiding principles and how they apply together. How should problems be prioritized and managed for analysis? Each correct answer represents a complete solution. Choose all that apply. A) According to their potential impact and probability B) By identifying faulty components C) According to the risks that they pose D) According to the availability of staff capable of addressing each problem According to their potential impact and probability According to the risks that they pose Which service value system component is an ongoing organizational activity of continuous re-evaluation performed at all organizational levels to ensure that performance continually meets stakeholders' expectations? A) Guiding principle B) Service value chain C) Continual improvement Continual improvement In the continual improvement model, once you have identified the destination for your organization, what is the next question to ask? A) Where are we now? B) Did we get there? C) What is the vision? D) How do we get there? How do we get there? Which of the following steps of the continual improvement model describes the below function? A plan for addressing the challenges of the initiative can be created by understanding the vision of the improvement and the current and target states and combining that knowledge with subject matter expertise. A) How do we get there? B) Where do we want to be? C) What is the vision? D) Take action. How do we get there? Which of the following statements describes the service value system? A) A model that helps to guide organizational decisions and actions, and ensure a shared understanding and unified approach to ITSM throughout the organization B) A key component of the ITIL 4 framework that describes how the components and activities of an organization interact to create value through IT-enabled services C) A system that enhances the flexibility of the service value chain by supporting multiple chain activities, thereby providing a comprehensive and versatile tool set for ITSM practitioners D) A flexible model for the creation, delivery, and continual improvement of services A key component of the ITIL 4 framework that describes how the components and activities of an organization interact to create value through IT-enabled services How is an organization defined in the ITIL context? A) A person with their own internal functions and set of responsibilities, authorities, and relationships necessary to achieve objectives. B) Someone who reviews a proposed service arrangement and approves the cost of the negotiated contract. C) Someone who sells their services on the open market to other business or individual customers. D) A person who defines service requirements and takes responsibility for the outcome of service consumption. A person with their own internal functions and set of responsibilities, authorities, and relationships necessary to achieve objectives. Which of the following are examples of stakeholders other than service providers and service consumers? Each correct answer represents a complete solution. Choose all that apply. A) Investors B) Investigator C) Shareholders D) Government organizations Investors Shareholders Government organizations Which of the following are the guidelines for service request workflow and management? Each correct answer represents a complete solution. Choose all that apply. A) Policies should be established regarding what service requests are to be fulfilled with required additional approvals, to streamline fulfillment. B) Policies and workflows should be included for documenting and redirecting any requests that are submitted as service requests, but which should actually be managed as incidents or changes. C) Opportunities for improvement should be identified and implemented to produce faster fulfillment times and take advantage of automation. D) The expectations of users regarding fulfillment times should be clearly set in accordance with what the organization can realistically deliver. Policies and workflows should be included for documenting and redirecting any requests that are submitted as service requests, but which should actually be managed as incidents or changes. Opportunities for improvement should be identified and implemented to produce faster fulfillment times and take advantage of automation. The expectations of users regarding fulfillment times should be clearly set in accordance with what the organization can realistically deliver. ______________ includes the products provided by the service organization and typically determines how the consumer feels about the organization, its products, and its services. A) Feedback loop B) Customer experience C) Organizational silo D) Automation Customer experience Which of the following statements defines service customers/consumers? A) This is someone who sells their services on the open market to other business or individual customers. B) This can be another entity outside the customer's organization, or both can be part of the same organization. C) This is the generic role an organization takes on when it receives services. D) This describes a person or group with its own internal functions, and with its own set of responsibilities, authorities, and relationships necessary to achieve its objectives. This is the generic role an organization takes on when it receives services. Why are all four dimensions of service management constrained or influenced by external factors? A) Access to resources is granted/licensed to the consumer under the terms and conditions of an agreement. B) Organizations might prefer to focus on core competencies and outsource "non-core" supporting functions to third parties. C) Outcome, cost, and risk have profound effects on the delivery of services. D) Service providers don't operate in isolation as they function in dynamic, complex environments with high degrees of volatility and uncertainty. Service providers don't operate in isolation as they function in dynamic, complex environments with high degrees of volatility and uncertainty. Which of the following are direct effects of using the continual improvement model? Each correct answer represents a complete solution. Choose all that apply. A) It increases the likelihood that ITSM initiatives will be successful. B) It ensures that improvement efforts can be linked back to the organization's vision. C) It creates opportunity and demand. D) It places a strong focus on customer value. It increases the likelihood that ITSM initiatives will be successful. It ensures that improvement efforts can be linked back to the organization's vision. It places a strong focus on customer value. The purpose of the ______________________ practice is to ensure that service availability and performance are maintained at acceptable levels in case of disaster. A) service continuity management B) incident management C) IT asset management D) service configuration management service continuity management Which of the following are the needs of the target customers that are addressed in a service offering? Each correct answer represents a complete solution. Choose all that apply. A) Goods B) Access to resources C) Service actions D) Value streams, processes, and suppliers Goods Access to resources Service actions Which guiding principle ensures that everything the organization does must map, directly or indirectly, to stakeholder value and encompasses many perspectives, including customer and user experiences? A) Progress iteratively with feedback B) Focus on value C) Optimize and automate D) Collaborate and promote visibility Focus on value High-level demand for services and products provided by internal and external customers; incidents, service requests, and feedback from users; and marketing opportunities from current and potential customers and users are key inputs of which value chain activity? A) Engage B) Design and transition C) Obtain/build D) Improve Engage What type of service facilitates value creation for its users by maintaining and providing accurate information about an organization's active network connections and utilization, thus allowing it to adjust its network bandwidth capacity? A) Availability management B) Capacity and performance management C) Network management D) Configuration management Network management Which of the following describes organizational resilience? A) The ability of an organization to move and adapt quickly, flexibly, and decisively to support internal changes B) The ability to establish procedures to incorporate and prioritize management of unplanned interruptions (incidents), and to investigate causes of failure C) The ability of an organization to anticipate, prepare for, respond to, and adapt to incremental changes and sudden disruptions as external conditions change D) The ability to create and support a culture that supports its objectives and has the appropriate level of capacity and competency throughout its workforce The ability of an organization to anticipate, prepare for, respond to, and adapt to incremental changes and sudden disruptions as external conditions change A service is a means of enabling value co-creation by facilitating outcomes desirable to customers—without their having to manage: A) cost and risk. B) utility. C) warranty. D) partners and suppliers. cost and risk. How is value defined in the ITIL context? A) The perceived benefits, usefulness, and importance of something B) A tangible or intangible deliverable of an activity C) The functionality offered by a product or service to meet a particular need D) The activities, workflows, controls, and procedures necessary to achieve agreed-upon objectives The perceived benefits, usefulness, and importance of something How does a service enable value co-creation? A) By providing a result enabled by one or more outputs B) By providing a tangible or intangible deliverable C) By imposing costs on the consumer D) By facilitating outcomes desirable to customers By facilitating outcomes desirable to customers Multichannel access is highly desirable for which organizational function? A) Deployment management B) Service desk C) Service-level management D) Availability management Service desk When choosing whom to collaborate with, which stakeholder group should be considered first? A) Internal and external suppliers B) Customers C) Developers Customers Which of the following is not a problem identification activity of problem management? A) Identifying what services, systems, or other service components should be monitored, and establishing the monitoring strategy B) Performing trend analysis of incident records C) Identifying a risk that an incident could recur (during major incident management) D) Analyzing information received from internal software developers, test teams, and project teams Identifying what services, systems, or other service components should be monitored, and establishing the monitoring strategy [Show Less]
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WGU C846 : Cards questions with complete solutions 2023
Governance Enables the organization to maintain the alignment of its operations with the strategic direction determined by its governing body. ITIL... [Show More] (Information Technology Infrastructure Library) A good-practice guidance applicable to all types of organizations that provide services to businesses. ITIL framework A source of good practice in service management. ITIL guiding principles Help to guide organizational decisions and actions and ensure a shared understanding and unified approach to ITSM throughout the organization. ITIL practices Enhance the flexibility of the service value chain by supporting multiple chain activities. SVS (service value system) Describes how the components and activities of an organization interact to create value through IT-enabled services. The ITIL service value chain A flexible model for the creation, delivery, and continual improvement of services. Cost The amount of money spent on a specific activity or resource. Organization A person or group with its internal functions, and with its own set of responsibilities, authorities, and relationships necessary to achieve its objectives. Outcome A result as perceived by a stakeholder—that is enabled by one or more outputs. Output A tangible or intangible deliverable of an activity. Risk A possible event that could cause harm or loss, or make the achievement of objectives more difficult. Service A means of enabling value co-creation by facilitating outcomes desirable to customers—without their having to manage cost and risk. Service consumer A generic role an organization takes on when it receives services. Service management A set of specialized organizational capabilities for enabling value for customers in the form of services. Service offering A formal description of one or more services designed to address the needs of its target consumer, and include goods, access to resources, and service actions. Sponsor The person authorizing the budget for the consumed service. Utility A functionality offered by a product or service to meet a particular need. Value The perceived benefits, usefulness, and importance of something. Warranty An assurance that a product or service meets agreed-upon requirements. Cloud computing A storage-based system for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction. Information and technology dimension Applies to both the practice of service management, as well as the services being managed. ITSM (information technology service management) Remains focused on creating and maintaining value for both users and customers. Organizations and people dimension Includes the elements such as roles and responsibilities, formal organizational structure, culture, and staffing and competencies, all of which are related to the creation, delivery, and ongoing improvement of service. Partners and suppliers dimension Incorporates contracts and other agreements between the organization and its partners or suppliers. Process A set of interrelated or interacting activities that transform inputs into outputs. [Show Less]
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WGU C846 : Quizzes with correct answers 2023
The SVS (service value system) represents how: A) the various components and activities of the organization work together to facilitate value creation thr... [Show More] ough IT-enabled services. B) processes work together to create value in the form of useful products for customers. C) various functions and processes work together to output products that are valuable to customers. D) departments within the IT service provider work together to create value for consumers. the various components and activities of the organization work together to facilitate value creation through IT-enabled services. The ultimate outcome of the service value system is: A) reliable applications that enable a higher level of throughput. B) products that are delivered more frequently so the customer can benefit from added functionality. C) a value that is experienced through IT-enabled products and services. D) IT-enabled service that includes high-quality products and supporting services. a value that is experienced through IT-enabled products and services. ___________ helps to codify the organization's culture and behavior, from strategic decision making to day-to-day operations. A) Continual improvement B) ITIL guiding practice C) ITIL guiding principle D) ITIL service value chain ITIL guiding principle The four dimensions model is used to ensure: A) that the four steps of IT service development and provider are followed. B) a complete and profitable approach to service management. C) that the organization's SVS remains balanced and effective. D) a rational and prudent approach to IT service management. that the organization's SVS remains balanced and effective. Which of the following are not parts of the four dimensions model? A) Information and technology B) Organizations and processes C) Value streams and processes D) Partners and suppliers Organizations and processes Which component describes how the components and activities of an organization interact to create value through IT-enabled services? A) SWOT B) CSF C) SVS D) SIAM SVS Which of the following components of the ITIL SVS enables organizations to adapt to the changing demands of stakeholders effectively, efficiently, and expediently? A) Continual improvement B) ITIL service value chain C) Governance D) ITIL guiding practice ITIL service value chain All of the following are the core components of the ITIL SVS except for which one? A) Continual improvement B) ITIL decisions C) ITIL practices D) Governance ITIL decisions Service management is a set of specialized organizational _____ for enabling value for customers in the form of services. A) products B) capabilities C) assets D) resources capabilities A _______ is a means of enabling value co-creation by facilitating outcomes desirable to customers—without their having to manage cost and risk. A) information B) process C) service D) product service Value is defined as: A) a perception that a service provider receives when the service is doing what they want. B) the perceived benefits, usefulness, and importance of something. C) a perception that is always delivered by service providers. D) quantifiable in terms of cost/benefit to the consumer. the perceived benefits, usefulness, and importance of something. Service consumption includes: A) possibly supplying of goods. B) fulfillment of agreed-upon service actions. C) management of the provider's resources configured to deliver the service. D) possibly acquisitions of goods. possibly acquisitions of goods. _______ are configurations of an organization's resources that are created and supplied by the organization to offer value to the organization's consumers. A) Values streams B) Processes C) Products D) Technologies Products ______ is the functionality offered by a product or service to meet a particular need. A) Value co-creation B) Value C) Warranty D) Utility Utility Which of the following is not a true statement about a risk? A) It makes the achievement of objectives more difficult. B) It is a possible event that could cause harm or loss. C) It implies an uncertainty of outcome. D) It measures the probability of only negative outcomes. It measures the probability of only negative outcomes. Who among the following authorizes the budget for the consumed service? A) User B) Consumer C) Sponsor D) Customer Sponsor A service consumer is a generic role that can include one or more specific roles, such as: A) users, customers, and sponsors. B) customer, provider, or technician. C) internal customers, external customers, and suppliers. D) suppliers, customers, and decision-makers. users, customers, and sponsors. What is a tangible or intangible deliverable of an activity? A) Output B) Utility C) Value D) Outcome Output Which of the following is not one of the six factors of the acronym PESTLE? A) Social B) Technical C) Political D) Economic Technical [Show Less]
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