Page 1 of 104
WGU D336 Business of IT – Applications EXAM A&B
2026-2027 COMPLETE QUESTIONS AND VERIFIED
SOLUTIONS LATEST UPDATE THIS YEAR
QUESTION: What term best describes a service that is 'fit for purpose'?
a. Warranty
b. Output
c. Utility
d. Outcomes - ANSWER-Utility
QUESTION: You are in a quarterly service level management review with your supervisor. The
manager asks your supervisor if the service desk has been meeting their SLA target metrics.
,Page 2 of 104
Your supervisor proudly proclaims that everything is 'green' (meaning, we are meeting all of the
targets). Just then, another executive asks, "If everything is showing as 'green', why am I
hearing other users complain that the service is always unavailable for use?" What might be the
reason for this?
a. Your supervisor's data is based on operational metrics
b. Your supervisor's data is based on business metrics
c. Your supervisor's data is based on availability metrics
d. Your supervisor's data is not based on business outcomes - ANSWER-d. Your supervisor's
data is not based on business outcomes
QUESTION: When working within the 'what is the vision' step of the continual improvement
model, what must you ensure to occur?
,Page 3 of 104
a. The high-level direction of the initiative has been understood
b. The detailed steps of how to achieve your objectives
c. What metrics you will use to measure success
d. The current processes being used - ANSWER-a. The high-level direction of the initiative has
been understood
QUESTION: What is NOT a phase in problem management? - ANSWER-Problem classification
QUESTION: How does 'service request management' contribute to the 'improve' value chain
activity? - ANSWER-It analyzes data to identify opportunities to provide new service request
options.
QUESTION: How does 'service level management' contribute to the 'plan' value chain activity?.
, Page 4 of 104
a. Uses feedback from users about the service and requirements from customers to make the
service better
b. Provides information about the actual service performance and trends
c. Collects and processes feedback from customers and users
d. Collects feedback during interactions and communicates service performance objectives to
the operations and support teams - ANSWER-b. Provides information about the actual service
performance and trends
QUESTION: What is the definition of a service?
a. The means by which an organization is directed and controlled
b. A set of specialized organizational capabilities for enabling value to customers
WGU D336 Business of IT – Applications EXAM A&B
2026-2027 COMPLETE QUESTIONS AND VERIFIED
SOLUTIONS LATEST UPDATE THIS YEAR
QUESTION: What term best describes a service that is 'fit for purpose'?
a. Warranty
b. Output
c. Utility
d. Outcomes - ANSWER-Utility
QUESTION: You are in a quarterly service level management review with your supervisor. The
manager asks your supervisor if the service desk has been meeting their SLA target metrics.
,Page 2 of 104
Your supervisor proudly proclaims that everything is 'green' (meaning, we are meeting all of the
targets). Just then, another executive asks, "If everything is showing as 'green', why am I
hearing other users complain that the service is always unavailable for use?" What might be the
reason for this?
a. Your supervisor's data is based on operational metrics
b. Your supervisor's data is based on business metrics
c. Your supervisor's data is based on availability metrics
d. Your supervisor's data is not based on business outcomes - ANSWER-d. Your supervisor's
data is not based on business outcomes
QUESTION: When working within the 'what is the vision' step of the continual improvement
model, what must you ensure to occur?
,Page 3 of 104
a. The high-level direction of the initiative has been understood
b. The detailed steps of how to achieve your objectives
c. What metrics you will use to measure success
d. The current processes being used - ANSWER-a. The high-level direction of the initiative has
been understood
QUESTION: What is NOT a phase in problem management? - ANSWER-Problem classification
QUESTION: How does 'service request management' contribute to the 'improve' value chain
activity? - ANSWER-It analyzes data to identify opportunities to provide new service request
options.
QUESTION: How does 'service level management' contribute to the 'plan' value chain activity?.
, Page 4 of 104
a. Uses feedback from users about the service and requirements from customers to make the
service better
b. Provides information about the actual service performance and trends
c. Collects and processes feedback from customers and users
d. Collects feedback during interactions and communicates service performance objectives to
the operations and support teams - ANSWER-b. Provides information about the actual service
performance and trends
QUESTION: What is the definition of a service?
a. The means by which an organization is directed and controlled
b. A set of specialized organizational capabilities for enabling value to customers
