WGU C846 ITIL OA TEST STUDY GUIDE
2026/2027 COMPLETE QUESTIONS WITH
CORRECT DETAILED ANSWERS ||
100% GUARANTEED PASS
<RECENT VERSION>
1. Information Technology Infrastructure Library (ITIL) - ANSWER A
framework designed to standardize the selection, planning, delivery,
maintenance, and overall lifecycle of IT (information technology) services
within a business.
2. Service Management - ANSWER A set of specialized organizational
capabilities for providing VALUE to customers in the form of SERVICES.
3. Value - ANSWER The perceived benefits, usefulness, and importance of
something.
4. High Level Roles in Service Management - ANSWER Customer: Defines
requirements for services
User: Person who uses the service
Sponsor: Authorizes budgets for services
Supplier: External partner who provides services to the org
5. Service - ANSWER A means of enabling value co-creation by facilitating
outcomes that customers want to achieve, without the customer having to
manage specific costs and risks.
,6. Products - ANSWER Configuration of resources created by the organization
that will be potentially valuable to customers
7. Service Offerings - ANSWER A specific mix of services and products sold
to a specific customer
Goods, Access to resources, Service Actions
8. Goods - ANSWER Ownership is transferred to customer
9. Practice - ANSWER *A set of organizational resources designed to work or
accomplish an objective*
10.Management Practices - ANSWER -General Management Practices
-Service Management Practices
-Technical Management Practices
11.Continual Improvement (Most Important Practices) - ANSWER -Should
happen at every level of the organization
-*Ideas need to be reprioritized when new ones are added*
-*It is a responsibility of everyone*
-Organizations may have a Continual Improvement Team for better
organization
-All 4 Dimensions must be considered during any improvement initiative
12.Continual Improvement (Application) - ANSWER What's the vision? -
Business Mission/Goals
Where are we now? - Performance Baseline
Where do we want to be? - Define Measurable Targets
, How do we get there? - Define Improvement Plan
Take Action - Execute Improvement Plan
Did we get there? - Evaluate Metrics & KPI's
13.Change Enablement (Most Important Practices) - ANSWER Maximize the
number of successful changes through proper risk assessment and minimize
the negative impact of failed changes.
14.Change Enablement Types - ANSWER Standard: pre-authorized, low risk,
low cost, basically Service Requests
15.Normal: authorization depends on what kind of change it is. Goes through
the normal change workflow
16.Emergency: needs rapid action. May have a separate change authority
17.Incident Management (Most Important Practices) - ANSWER Minimize
negative impacts of incidents by restoring normal operation as soon as
possible
18.Strategy life cycle - ANSWER This is considered the core of the life cycle
management process
19.Core Service - ANSWER A service that produces the basic outcome of the
customers desire
20.Customer - ANSWER Someone who buys good or services
21.Enabling service - ANSWER A service needed to deliver a core service
, 22.Enhancing service - ANSWER A service that is added to the core to make it
more attractive
23.IT Service - ANSWER A service carried out by an IT provider. Consist of a
combination of IT technology, people, and processes
24.Outcome - ANSWER The result of carrying out an activity, following a
process, delivering an IT service. The term is used for intended results as
well as actual results
25.Process - ANSWER Is a set of structured set of activities designed to
accomplish a specific objective.
26.Q: With which of the following activities are the Service Improvement Plan
(SIP) costs associated?
Staff resources trained in the right skill sets to support ITSM processes
Tools for monitoring, gathering, processing, analyzing, and presenting data
Application Development and Customization
Constant internal assessments studies
Service improvements either to services or service management process
Training and development on CSI activities
Each correct answer represents a complete solution. Choose all that apply.
A
3, 4, 5, and 6 only
B
1 and 2
C
2026/2027 COMPLETE QUESTIONS WITH
CORRECT DETAILED ANSWERS ||
100% GUARANTEED PASS
<RECENT VERSION>
1. Information Technology Infrastructure Library (ITIL) - ANSWER A
framework designed to standardize the selection, planning, delivery,
maintenance, and overall lifecycle of IT (information technology) services
within a business.
2. Service Management - ANSWER A set of specialized organizational
capabilities for providing VALUE to customers in the form of SERVICES.
3. Value - ANSWER The perceived benefits, usefulness, and importance of
something.
4. High Level Roles in Service Management - ANSWER Customer: Defines
requirements for services
User: Person who uses the service
Sponsor: Authorizes budgets for services
Supplier: External partner who provides services to the org
5. Service - ANSWER A means of enabling value co-creation by facilitating
outcomes that customers want to achieve, without the customer having to
manage specific costs and risks.
,6. Products - ANSWER Configuration of resources created by the organization
that will be potentially valuable to customers
7. Service Offerings - ANSWER A specific mix of services and products sold
to a specific customer
Goods, Access to resources, Service Actions
8. Goods - ANSWER Ownership is transferred to customer
9. Practice - ANSWER *A set of organizational resources designed to work or
accomplish an objective*
10.Management Practices - ANSWER -General Management Practices
-Service Management Practices
-Technical Management Practices
11.Continual Improvement (Most Important Practices) - ANSWER -Should
happen at every level of the organization
-*Ideas need to be reprioritized when new ones are added*
-*It is a responsibility of everyone*
-Organizations may have a Continual Improvement Team for better
organization
-All 4 Dimensions must be considered during any improvement initiative
12.Continual Improvement (Application) - ANSWER What's the vision? -
Business Mission/Goals
Where are we now? - Performance Baseline
Where do we want to be? - Define Measurable Targets
, How do we get there? - Define Improvement Plan
Take Action - Execute Improvement Plan
Did we get there? - Evaluate Metrics & KPI's
13.Change Enablement (Most Important Practices) - ANSWER Maximize the
number of successful changes through proper risk assessment and minimize
the negative impact of failed changes.
14.Change Enablement Types - ANSWER Standard: pre-authorized, low risk,
low cost, basically Service Requests
15.Normal: authorization depends on what kind of change it is. Goes through
the normal change workflow
16.Emergency: needs rapid action. May have a separate change authority
17.Incident Management (Most Important Practices) - ANSWER Minimize
negative impacts of incidents by restoring normal operation as soon as
possible
18.Strategy life cycle - ANSWER This is considered the core of the life cycle
management process
19.Core Service - ANSWER A service that produces the basic outcome of the
customers desire
20.Customer - ANSWER Someone who buys good or services
21.Enabling service - ANSWER A service needed to deliver a core service
, 22.Enhancing service - ANSWER A service that is added to the core to make it
more attractive
23.IT Service - ANSWER A service carried out by an IT provider. Consist of a
combination of IT technology, people, and processes
24.Outcome - ANSWER The result of carrying out an activity, following a
process, delivering an IT service. The term is used for intended results as
well as actual results
25.Process - ANSWER Is a set of structured set of activities designed to
accomplish a specific objective.
26.Q: With which of the following activities are the Service Improvement Plan
(SIP) costs associated?
Staff resources trained in the right skill sets to support ITSM processes
Tools for monitoring, gathering, processing, analyzing, and presenting data
Application Development and Customization
Constant internal assessments studies
Service improvements either to services or service management process
Training and development on CSI activities
Each correct answer represents a complete solution. Choose all that apply.
A
3, 4, 5, and 6 only
B
1 and 2
C
