C846 WGU, Top Exam Questions and answers, graded A+. Verified. Service

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C846 WGU, Top Exam Questions and answers, graded A+. Verified. Service Enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage sp... ecific costs and risks. 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 Relationship Management Establishes and nurtures the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders. Supplier Management Ensures that suppliers of the organization and their performances are managed to support seamless service provision to customers. IT Asset Management Plans and manages the full lifecycle of IT assets to maximize their value, control their costs, and support decisions about reusing or purchasing new assets. Monitoring and Event Management Systematically observes services and service components and records and reports selected changes of state identified as events. Release Management Makes new and changed services and features available for use. Service Configuration Management Ensures accurate and reliable information about the configuration of services and the configuration items that support them is available when and where needed Deployment Management Moves new or changed hardware, software, documentation, or any other service component to live environments. Continual Improvement Aligns an organization's practices and services with changing business needs through ongoing identification and improvement of all elements of effective management of products and services. Change Enablement Maximizes the number of successful changes through proper risk assessment and minimizes the negative impact of failed changes. Ensures risks are properly assessed, authorizing changes to proceed, and managing a change schedule to minimize the number of successful IT changes Incident Management Minimizes negative impact of incidents by restoring normal operations as soon as possible. Problem Management Reduces the likelihood of recurring incidents by identifying root causes. Manages work arounds and known errors. Service Request Management Supports the agreed quality of services by handling all predefined, user-initiated service requests in an effective and user-friendly way. Service Desk Captures demand for incidents and service requests. Single point contact between service provider and users. Service Level Management Sets clear business-based targets for service performance, so that the delivery of a service can be measured properly. IT Asset Any financially valuable component that can contribute to the delivery of an IT products or service Event Any change of state that has a significance for the management of a configuration item or service. CI (Configuration Item) Any component that needs to be managed to deliver an IT service Change When something becomes different ove [Show More]

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