WGU D336 OBJECTIVE ASSESSMENT FINAL NEWEST
2026/ 2027 ACTUAL EXAM| D336 BUSINESS OF IT
APPLICATIONS OA FINAL REVIEW WITH COMPLETE
200 REAL EXAM QUESTIONS AND CORRECT
VERIFIED ANSWERS/ GRADED A+ (MOST RECENT!!)
Which type of document should be written in easy-to-understand
language to outline the expectations and requirements for both the
service provider and the customer?
a) Business Partnership Agreement
b) Service Level Agreement
c) Interconnection Service Agreement
d) Memorandum of Understanding - Correct Answer - Service Level
Agreement
A service level agreement (SLA) is a documented agreement between a
service provider and a customer that identifies both services required
and the expected level of service. They should be written in an easy-to-
understand language, avoid complex legal terminology, and agreed by
both parties.
Your company has decided to use work-from-home employees to fulfill
its service desk requirements. Users call a central toll-free number and
are routed to the next available service desk analyst, regardless of where
the analyst is physically located. Many of these employees may be
working from remote offices or their own home offices. What service
desk structure does this describe?
a) Virtual
b) Centralized
pg. 1
,c) Follow-the-sun
d) Local - Correct Answer - Virtual
A virtual service desk allows agents to work from multiple locations
which are geographically dispersed. Often, agents may also be working
from home under this model.
In terms of incident management, which value chain activity uses
incident records as an input to improvement activities based on the
incident frequency and severity?
a) Engage
b) Improve
c) Design and transition
d) Deliver and support - Correct Answer - Improve
During the 'improve' value chain activity, the incident records from the
incident management process are used as an input to improvement
activities based on their incident frequency and severity.
During incident management, what is it called when the incident is
passed on to the next higher level of technician?
a) Promotion
b) Escalation
c) Postponement
d) Reduction - Correct Answer - Escalation
Escalation occurs when an incident is more complicated and needs a
higher level of analysis and support to resolve.
pg. 2
,Which practice would include a formalized process for logging
unplanned interruptions to a service?
a) Incident management
b) Change management
c) Problem management
d) Service level management - Correct Answer - Incident management
Incident management should include a formalized process for logging
incidents. Incidents are an unplanned interruption to a service or
reduction in the quality of a service.
You are working as a service desk analyst. You just received a change
request to create a new user account. What type of change would this be
considered?
a) Standard
b) Normal
c) Emergency
d) Routine - Correct Answer - Standard
A new account being created is likely something a service desk analyst
does multiple times per day. Your organization should have a standard
process for this type of change. It is considered a standard change.
Standard changes are low-risk, pre-authorized changes that are well-
understood and fully-documented. When the procedure for a standard
change is created or modified, there should be a full risk assessment and
authorization as for any other change. This risk assessment does not
need to be repeated each time the standard change is implemented, only
if there is a modification to the way it is carried out.
pg. 3
, Which value chain activity ensures that products and services
continually meet stakeholder expectations for quality, costs, and time to
market?
a) Deliver and support
b) Obtain/build
c) Design and transition
d) Plan - Correct Answer - Design and transition
The 'design and transition' value chain activity ensures that products and
services continually meet stakeholder expectations for quality, costs, and
time to market.
There are many methods that can be used for improvement initiatives
and too many should not be used. It is a good idea to select a few key
methods that are appropriate to the types of improvements the
organization typically handles and to cultivate those methods. What term
best describes a service that is 'fit for purpose'?
a) Warranty
b) Output
c) Utility
d) Outcomes - Correct Answer - Utility
Utility is defined as the functionality offered by a product or service to
meet a particular need. When a service has utility, it is referred to as 'fit
for purpose'.
Dion Training has just hired three new staff members. The IT
department at Dion Training has created new accounts for the new staff
members on the domain controller and allocated 10 GB of storage on the
company's internal file server per staff member. What term best
describes these activities performed by the IT department?
pg. 4
2026/ 2027 ACTUAL EXAM| D336 BUSINESS OF IT
APPLICATIONS OA FINAL REVIEW WITH COMPLETE
200 REAL EXAM QUESTIONS AND CORRECT
VERIFIED ANSWERS/ GRADED A+ (MOST RECENT!!)
Which type of document should be written in easy-to-understand
language to outline the expectations and requirements for both the
service provider and the customer?
a) Business Partnership Agreement
b) Service Level Agreement
c) Interconnection Service Agreement
d) Memorandum of Understanding - Correct Answer - Service Level
Agreement
A service level agreement (SLA) is a documented agreement between a
service provider and a customer that identifies both services required
and the expected level of service. They should be written in an easy-to-
understand language, avoid complex legal terminology, and agreed by
both parties.
Your company has decided to use work-from-home employees to fulfill
its service desk requirements. Users call a central toll-free number and
are routed to the next available service desk analyst, regardless of where
the analyst is physically located. Many of these employees may be
working from remote offices or their own home offices. What service
desk structure does this describe?
a) Virtual
b) Centralized
pg. 1
,c) Follow-the-sun
d) Local - Correct Answer - Virtual
A virtual service desk allows agents to work from multiple locations
which are geographically dispersed. Often, agents may also be working
from home under this model.
In terms of incident management, which value chain activity uses
incident records as an input to improvement activities based on the
incident frequency and severity?
a) Engage
b) Improve
c) Design and transition
d) Deliver and support - Correct Answer - Improve
During the 'improve' value chain activity, the incident records from the
incident management process are used as an input to improvement
activities based on their incident frequency and severity.
During incident management, what is it called when the incident is
passed on to the next higher level of technician?
a) Promotion
b) Escalation
c) Postponement
d) Reduction - Correct Answer - Escalation
Escalation occurs when an incident is more complicated and needs a
higher level of analysis and support to resolve.
pg. 2
,Which practice would include a formalized process for logging
unplanned interruptions to a service?
a) Incident management
b) Change management
c) Problem management
d) Service level management - Correct Answer - Incident management
Incident management should include a formalized process for logging
incidents. Incidents are an unplanned interruption to a service or
reduction in the quality of a service.
You are working as a service desk analyst. You just received a change
request to create a new user account. What type of change would this be
considered?
a) Standard
b) Normal
c) Emergency
d) Routine - Correct Answer - Standard
A new account being created is likely something a service desk analyst
does multiple times per day. Your organization should have a standard
process for this type of change. It is considered a standard change.
Standard changes are low-risk, pre-authorized changes that are well-
understood and fully-documented. When the procedure for a standard
change is created or modified, there should be a full risk assessment and
authorization as for any other change. This risk assessment does not
need to be repeated each time the standard change is implemented, only
if there is a modification to the way it is carried out.
pg. 3
, Which value chain activity ensures that products and services
continually meet stakeholder expectations for quality, costs, and time to
market?
a) Deliver and support
b) Obtain/build
c) Design and transition
d) Plan - Correct Answer - Design and transition
The 'design and transition' value chain activity ensures that products and
services continually meet stakeholder expectations for quality, costs, and
time to market.
There are many methods that can be used for improvement initiatives
and too many should not be used. It is a good idea to select a few key
methods that are appropriate to the types of improvements the
organization typically handles and to cultivate those methods. What term
best describes a service that is 'fit for purpose'?
a) Warranty
b) Output
c) Utility
d) Outcomes - Correct Answer - Utility
Utility is defined as the functionality offered by a product or service to
meet a particular need. When a service has utility, it is referred to as 'fit
for purpose'.
Dion Training has just hired three new staff members. The IT
department at Dion Training has created new accounts for the new staff
members on the domain controller and allocated 10 GB of storage on the
company's internal file server per staff member. What term best
describes these activities performed by the IT department?
pg. 4
