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

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WGU - Business of IT - Applications - C846 - Practice A and B, Top 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 [Show More]

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