WGU D336 – Business of IT Applications Objective Assessment (OA)
Questions and Answers | 2026 Update | 100% Correct.
Domain 1: IT Service Management & ITIL Foundations
1. What is the primary purpose of IT service management (ITSM)?
A. Reduce hardware costs
B. Align IT services with business needs
C. Replace IT staff
D. Eliminate service outages
Answer: B
2. Which ITIL concept defines the value delivered by IT to customers?
A. Process
B. Utility and Warranty
C. SLA
D. Configuration
Answer: B
3. Utility refers to:
A. Availability of service
B. Fitness for purpose
C. Cost efficiency
D. Risk reduction
Answer: B
4. Warranty refers to:
A. Fitness for use
B. Business alignment
C. Risk mitigation and reliability
D. Cost justification
Answer: C
5. Which ITIL lifecycle stage focuses on designing new or changed services?
A. Service Strategy
B. Service Design
C. Service Transition
D. Service Operation
Answer: B
6. Which lifecycle stage ensures services are delivered and supported effectively?
A. Service Strategy
B. Service Operation
C. Service Transition
D. Continual Service Improvement
Answer: B
7. What is the purpose of Continual Service Improvement (CSI)?
A. Introduce new services
B. Measure and improve service quality
, C. Manage incidents
D. Approve budgets
Answer: B
8. Which document defines agreed service performance levels?
A. OLA
B. SLA
C. KPI
D. SOW
Answer: B
9. Who owns the SLA?
A. IT technicians
B. Service provider and customer
C. Vendors
D. Project managers
Answer: B
10. What is an OLA?
A. Agreement with customers
B. Agreement with external vendors
C. Internal agreement supporting SLAs
D. Financial contract
Answer: C
Domain 2: Service Strategy & Business Alignment
11. Which process determines which services should be offered?
A. Demand Management
B. Service Portfolio Management
C. Change Management
D. Incident Management
Answer: B
12. The service portfolio includes:
A. Only live services
B. Retired services only
C. Pipeline, live, and retired services
D. Only customer-facing services
Answer: C
13. What is the purpose of demand management?
A. Eliminate demand
B. Understand and influence customer demand
C. Approve changes
D. Track incidents
Answer: B
14. Financial management ensures:
A. IT costs are eliminated
, B. Services are cost-justified
C. SLAs are enforced
D. Incidents are resolved
Answer: B
15. Which role is accountable for a service throughout its lifecycle?
A. Process owner
B. Service owner
C. Change manager
D. Configuration manager
Answer: B
Domain 3: Service Design
16. Which process ensures services meet availability requirements?
A. Capacity Management
B. Availability Management
C. Incident Management
D. Release Management
Answer: B
17. Capacity management focuses on:
A. Fixing outages
B. Meeting current and future demand
C. Training staff
D. Reducing incidents
Answer: B
18. IT service continuity management supports:
A. Disaster recovery
B. Incident resolution
C. Service requests
D. Change approvals
Answer: A
19. What does information security management protect?
A. Servers only
B. Confidentiality, integrity, availability
C. End users only
D. Vendors
Answer: B
20. Which design document describes how services will be delivered?
A. SLA
B. Service Design Package (SDP)
C. Incident record
D. Change record
Answer: B
, Domain 4: Service Transition
21. Change management primarily reduces:
A. Costs
B. Risks of changes
C. Incidents
D. Staffing needs
Answer: B
22. Which change has the highest risk?
A. Standard change
B. Emergency change
C. Normal change
D. Pre-approved change
Answer: C
23. What is the purpose of a CAB?
A. Resolve incidents
B. Approve changes
C. Manage vendors
D. Audit security
Answer: B
24. Release and deployment management ensures:
A. Changes are tested and deployed successfully
B. Incidents are resolved
C. Services are retired
D. SLAs are enforced
Answer: A
25. What is configuration management focused on?
A. Cost control
B. Managing configuration items (CIs)
C. Incident resolution
D. Training users
Answer: B
26. The CMDB contains:
A. Incident records
B. Asset depreciation data
C. Configuration items and relationships
D. Vendor contracts
Answer: C
Domain 5: Service Operation
Questions and Answers | 2026 Update | 100% Correct.
Domain 1: IT Service Management & ITIL Foundations
1. What is the primary purpose of IT service management (ITSM)?
A. Reduce hardware costs
B. Align IT services with business needs
C. Replace IT staff
D. Eliminate service outages
Answer: B
2. Which ITIL concept defines the value delivered by IT to customers?
A. Process
B. Utility and Warranty
C. SLA
D. Configuration
Answer: B
3. Utility refers to:
A. Availability of service
B. Fitness for purpose
C. Cost efficiency
D. Risk reduction
Answer: B
4. Warranty refers to:
A. Fitness for use
B. Business alignment
C. Risk mitigation and reliability
D. Cost justification
Answer: C
5. Which ITIL lifecycle stage focuses on designing new or changed services?
A. Service Strategy
B. Service Design
C. Service Transition
D. Service Operation
Answer: B
6. Which lifecycle stage ensures services are delivered and supported effectively?
A. Service Strategy
B. Service Operation
C. Service Transition
D. Continual Service Improvement
Answer: B
7. What is the purpose of Continual Service Improvement (CSI)?
A. Introduce new services
B. Measure and improve service quality
, C. Manage incidents
D. Approve budgets
Answer: B
8. Which document defines agreed service performance levels?
A. OLA
B. SLA
C. KPI
D. SOW
Answer: B
9. Who owns the SLA?
A. IT technicians
B. Service provider and customer
C. Vendors
D. Project managers
Answer: B
10. What is an OLA?
A. Agreement with customers
B. Agreement with external vendors
C. Internal agreement supporting SLAs
D. Financial contract
Answer: C
Domain 2: Service Strategy & Business Alignment
11. Which process determines which services should be offered?
A. Demand Management
B. Service Portfolio Management
C. Change Management
D. Incident Management
Answer: B
12. The service portfolio includes:
A. Only live services
B. Retired services only
C. Pipeline, live, and retired services
D. Only customer-facing services
Answer: C
13. What is the purpose of demand management?
A. Eliminate demand
B. Understand and influence customer demand
C. Approve changes
D. Track incidents
Answer: B
14. Financial management ensures:
A. IT costs are eliminated
, B. Services are cost-justified
C. SLAs are enforced
D. Incidents are resolved
Answer: B
15. Which role is accountable for a service throughout its lifecycle?
A. Process owner
B. Service owner
C. Change manager
D. Configuration manager
Answer: B
Domain 3: Service Design
16. Which process ensures services meet availability requirements?
A. Capacity Management
B. Availability Management
C. Incident Management
D. Release Management
Answer: B
17. Capacity management focuses on:
A. Fixing outages
B. Meeting current and future demand
C. Training staff
D. Reducing incidents
Answer: B
18. IT service continuity management supports:
A. Disaster recovery
B. Incident resolution
C. Service requests
D. Change approvals
Answer: A
19. What does information security management protect?
A. Servers only
B. Confidentiality, integrity, availability
C. End users only
D. Vendors
Answer: B
20. Which design document describes how services will be delivered?
A. SLA
B. Service Design Package (SDP)
C. Incident record
D. Change record
Answer: B
, Domain 4: Service Transition
21. Change management primarily reduces:
A. Costs
B. Risks of changes
C. Incidents
D. Staffing needs
Answer: B
22. Which change has the highest risk?
A. Standard change
B. Emergency change
C. Normal change
D. Pre-approved change
Answer: C
23. What is the purpose of a CAB?
A. Resolve incidents
B. Approve changes
C. Manage vendors
D. Audit security
Answer: B
24. Release and deployment management ensures:
A. Changes are tested and deployed successfully
B. Incidents are resolved
C. Services are retired
D. SLAs are enforced
Answer: A
25. What is configuration management focused on?
A. Cost control
B. Managing configuration items (CIs)
C. Incident resolution
D. Training users
Answer: B
26. The CMDB contains:
A. Incident records
B. Asset depreciation data
C. Configuration items and relationships
D. Vendor contracts
Answer: C
Domain 5: Service Operation
