WGU - Business of IT - Applications - C846 - Practice A and B, Top Exam Questions and answers, rated A+

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WGU - Business of IT - Applications - C846 - Practice A and B, Top Exam Questions and answers, rated A+ B - For what value chain activity does the service desk provide a channel for communicating ... with users about new and changed services? - ✔✔-Design and transition B - What is the term for a set of tools, data, and information used to support service configuration management? - ✔✔-CMS B - What must an organization do to mitigate or avoid the presence of organizational silos? - ✔✔-All practices should have multiple interfaces with one another, and the exchange of information between/among practices should be triggered at key points in the workflow B - Which of the following statements about warranty are true? - ✔✔-Can help to determine whether a service is "fit for use"; Relates to service levels aligned with the needs of service consumers; Typically addresses areas such as availability of service, its capacity, levels of security and continuity B - An organization engages in the activity of managing consumer resources necessary to use a service to address - ✔✔-Service consumption B - Release components - ✔✔-Release plan; Documentation, training, updated processes; Many different infrastructure and application components work together to deliver new or changed functionality B - The service-level management practice contributes to all value chain activities, but is mainly applied to - ✔✔-Plan and Engage B - Should be considered when applying the progressing iteratively with feedback principle - ✔✔- Comprehend the whole, but do something; Ecosystem is constantly changing, feedback is essential; "Fast" does not mean incomplete B - Value chain performance information for the governing body, contract, and agreement requirements, and service performance information are key outputs of which value chain activity? - ✔✔- Improve B - Service request management is involved in - ✔✔-Deliver and support; Engage; Design and transition B - Service request management is not involved in - ✔✔-Plan B - What is the importance of roles and responsibilities, formal organization structure, culture, and staffing competencies - ✔✔-These elements of the organizations and people dimension are important to the creation, delivery, and ongoing improvement of service B - Following the continual improvement model, an organization could significantly benefit from applying the ITIL guiding principles. - ✔✔-Focus on value; Start where you are; Think and work holistically B - Which of the following should be considered when applying the collaborate and promote visibility principle? - ✔✔-Collaboration does not mean consensus; Communicate in a way the audience can hear; Decisions can only be made on visible data B - What is used to help plan changes, assist in communication, avoid conflicts, and assign resources - ✔✔-Change schedule B - There are a variety of techniques that organizations should consider to acquire knowledge of their environments, the preferred option is - ✔✔-Direct observation B - Addressing questions such as how emerging technologies are likely to disrupt service or the organization itself is an example of which aspect of the information and technology dimension - ✔✔- Service technology considerations B - The purpose of the ________ practice is to ensure that the organization's distributors and their performances are managed appropriately to support the seamless provision of quality products and services - ✔✔-Supplier management B - Structuring an organization's activities as _______ afford a clear picture of what it delivers and how it does so, and enables it to make continual improvements to its services - ✔✔-Value streams B - The use of the continual improvement model - ✔✔-Ensures that improvement efforts can be linked back to the organization's vision; Increases the likelihood that ITSM initiatives will be successful; Places a strong focus on customer value B - Examples of possible stream of work in a service value chain - ✔✔-Development of a new application for a new client; Fixing an error in a live application; Changing an existing application to meet new requirements B - Which of the following provides a clear path for users to report issues, queries, and requests - ✔✔- Service desk B - Problem identification activities of problem management - ✔✔-Performing trend analysis of incidents; Identifying a risk that an incident could recur; Analyzing information received from internal software developers, test teams, and project teams B - Which of the following are the important effects of the elasticity of cloud computing resources? - ✔✔-Cloud infrastructure has the potential to enable significantly faster deployment of new and updated services; Help support high-velocity service delivery B - Core components of the ITIL service value system - ✔✔-ITIL SVC, ITIL practices, ITIL guiding principles, governance, continual improvement B - Should be taken into consideration when applying the optimize and automate principle - ✔✔-Ensure that the metrics are outcome-based and focused on value; Simplify and/or optimize before automating; Define your metrics B - Which step of the continual improvement model defines the destination of the journey? - ✔✔- Where do we want to be? B - Which business-oriented measurement is calculated by multiplying incident duration by the number of customers impacted or by adding up the number of minutes each customer is affected? - ✔✔-User outage minutes B - Problem management activities are very closely related to those of - ✔✔-Incident management B - Ensuring the service components are available when and where they are needed is the purpose of what value chain activity? - ✔✔-Obtain/build B - Following are activities of governance in the SVS - ✔✔-Governance and management at all levels are continually improved; Both the governing body and management at all levels maintain alignment; SVC and the organization's practices work in line with the direction given by the governing body B - An ________ is a result--as perceived by a stakeholder--that is enabled by one or more outputs - ✔✔-Outcome B - What should you do to successfully apply the keep it simple and practical principle - ✔✔-Respect the time of the people involved; Do fewer things but do them better; Ensure that there's value B - What should an organization use to track and management improvement ideas from identification to final action? - ✔✔-CIR (continual improvement register) B - During the improvement, there should be a continual focus on measuring progress toward the vision and managing risks, as well as ensuring visibility and overall awareness of the initiative to all stakeholders - ✔✔-Take action B - Which guiding principle states that results should be delivered to internal and external customers through effective and efficient management - ✔✔-Think and work holistically B - The purpose of the _________ practice is to maximize the number of successful service and product changes by ensuring that risks are properly assessed, authorizing changes to proceed, and managing the change schedule - ✔✔-Change control B - Risks implies an uncertainty of outcome, and can thus be used to measure the probability of both positive and negative outcomes. Two types of risk concern to service consumers? - ✔✔-Risks removed from the consumer and risks imposed on a consumer B - High-velocity service delivery paradigm includes which of the following - ✔✔-Integration of product and service management practices; Agility in processing the feedback; Focus on fast delivery of new and changed IT services B - Which type of group would be required to work together for resolving a major incidents of great complexity? - ✔✔-User; Supplier or partner; Temporary team B - The purpose of the _____ practice is to systematically observe services and service components and establish the appropriate response to those events, including to conditions that could lead to potential faults or incidents - ✔✔-Monitoring and event management A - Service value system description - ✔✔-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 A - How is value co-created? - ✔✔-By establishing mutually beneficial, interactive relationships with customers, thus empowering them to become creative contributors to the service value chain A - How is value defined in the ITIL context? - ✔✔-The perceived benefits, usefulness, and importance of something A - How is an organization defined in the ITIL context? - ✔✔-A person with their own internal functions and set of responsibilities, authorities, and relationships, necessary to achieve objectives A - Which of the following statements defines service customers/consumers? - ✔✔-This is the generic role an organization takes on when it receives services A - The following are examples of stakeholders other than service providers and service consumers - ✔✔-Shareholders, Government organizations, Investors A - The following are the needs of the target customers that are addressed in a service offering - ✔✔- Goodss, Access to resources, Service actions A - A service is a means of enabling value co-creation by facilitating outcomes desirable to customerswithout their having to manage - ✔✔-Cost and risk A - How does a service enable value co-creation? - ✔✔-By facilitating outcomes desirable to customers A - Why are all four dimensions of service management constrained or influenced by external factors? - ✔✔-Service providers don't operate in isolation as they function in dynamic, complex environments with high degrees of volatility and uncertainty A - 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 - ✔✔-Network management A - Which service value system component is an ongoing organizational activity of continuous reevaluation performed at all organizational levels to ensure that performance continually meets stakeholders' expectations - ✔✔-Continual improvement A - Which of the following describes organizational resilience? - ✔✔-The ability of an organization to anticipate, prepare for, respond to, and adapt to incremental changes and sudden disruptions as external conditions change A - The purpose of the SVS is to ensure that - ✔✔-The organization continually co-creates value with all stakeholders via the use and management of products and services A - Which method advocates a "systems view" that emphasizes close collaboration between enterprise governance, service teams, software development, and technology operations? - ✔✔-DevOps A - 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? - ✔✔-Focus on value A - _______ includes the products provided by the service organization and typically determines how the consumer feels about the organization, its products, and its services - ✔✔-Customer Experience A - When choosing whom to collaborate with, which stakeholder group should be considered first? - ✔✔-Customers A - Which of the following statements are true regarding the interaction of guiding principles? - ✔✔-Not all guiding principles are critical in every 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 A - Which of the following are direct effects of using the continual improvement model? - ✔✔-Places a strong focus on customer value; Ensures that improvement efforts can be linked back to organization's vision; It increases the likelihood that ITSM initiatives will be successful A - Key inputs of the deliver and support value chain activity - ✔✔-Improvement status reports from improve; User support tasks, and knowledge and information about third-party service components provided by engage; Knowledge and information about new and changed service components and services from design and transition and obtain/build A - Which of the following statements about the plan value chain activity are true? - ✔✔-Receives inputs regarding knowledge and information about third-party service components from the engage value chain activity; Key outputs are strategic, tactical, and operational plans; It outputs a product and service portfolio for the engage activity A - 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? - ✔✔-Engage A - In the continual improvement model, once you have identified the destination for your organization, what is the next question to ask? - ✔✔-How do we get there? A - 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 - ✔✔-How do we get there? A - 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? - ✔✔-How do we keep the momentum going? A - Activities of information security management - ✔✔-Must be driven from the senior-most level of the organization; High-velocity environments, information security is integrated as much as possible in daily work; Creates controls that each practice must consider when planning how work is to be done A - When making improvements, what is the benefit of employing the continual improvement model? - ✔✔-It can be applied to any type of improvement, from high-level organizational changes to individual services and CIs A - Approaches to Continual improvement - ✔✔-DevOps methods for working holistically and ensuring that improvements are not only designed well but applied effectively; Agile methods for focusing on making improvements incrementally at a cadence; Lean methods for providing perspectives on the elimination of waste A - Typical types of changes in a change schedule - ✔✔-Normal changes; Standard changes; Exception changes A - What is the term for any financially valuable component that can contribute to the delivery of an IT product or service? - ✔✔-Asset A - What is the purpose of the service configuration management practice? - ✔✔-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 A - What two skills are required for service-level management - ✔✔-Engagement and listening A - What term is defined as a cause--or potential cause--of one or more incidents - ✔✔-Problem A - Multichannel access is highly desirable for which organizational function - ✔✔-Service desk A - Example of supportive service-desk technology - ✔✔-Workforce management and resource planning systems; Incorporating computer-telephony integration; Configuration management systems A - Which of the following are the guidelines for service request workflow and management? - ✔✔- Opportunities for improvement should be identified and implemented to produce faster fulfillment times; 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 A - Problem Management - ✔✔-Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents; Manage workaround and known errors A - How should problems be prioritized and managed for analysis? - ✔✔-According to their potential impact and probability; According to the risks that they pose A - The purpose of the ______ practice is to ensure that service availability and performance are maintained at acceptable levels in case of disaster - ✔✔-Service continuity management What is the purpose of the engage value chain activity? - [Show More]

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