WGU D336 BUSINESS OF IT APPLICATIONS 51
QUESTIONS AND SOLUTIONS
◉ ITIL.
Answer: Best-practice guidance for IT service management.
◉ improve.
Answer: The value chain activity that ensures continual
improvement of products, services, and practices across all value
chain activities and the four dimensions of service management.
◉ service offering.
Answer: A formal description of one or more services, designed to
address the needs of a target consumer group. This may include
goods, access to resources, and service actions.
◉ design thinking.
Answer: A practical and human-centred approach used by product
and service designers to solve complex problems and find practical
and creative solutions that meet the needs of an organization and its
customers.
◉ DevOps.
,Answer: An organizational culture that aims to improve the flow of
value to customers. This focuses on culture, automation, Lean,
measurement, and sharing (CALMS).
◉ Agile.
Answer: An umbrella term for a collection of frameworks and
techniques that together enable teams and individuals to work in a
way that is typified by collaboration, prioritization, iterative and
incremental delivery, and timeboxing. There are several specific
methods (or frameworks) that are classed as this, such as Scrum,
Lean, and Kanban.
◉ call/contact centre.
Answer: An organization or business unit that handles large
numbers of incoming and outgoing calls and other interactions.
◉ organization.
Answer: A person or a group of people that has its own functions
with responsibilities, authorities, and relationships to achieve its
objectives.
◉ value.
Answer: The perceived benefits, usefulness, and importance of
something.
,◉ customer.
Answer: The role that defines the requirements for a service and
takes responsibility for the outcomes of service consumption.
◉ capability.
Answer: The ability of an organization, person, process, application,
configuration item, or IT service to carry out an activity.
◉ cloud computing.
Answer: A model for enabling on-demand network access to a
shared pool of configurable computing resources that can be rapidly
provided with minimal management effort or provider interaction.
◉ driver.
Answer: Something that influences strategy, objectives, or
requirements.
◉ programme.
Answer: A set of related projects and activities, and an organization
structure created to direct and oversee them.
◉ change.
Answer: The addition, modification, or removal of anything that
could have a direct or indirect effect on services.
, ◉ service management.
Answer: A set of specialized organizational capabilities for enabling
value for customers in the form of services.
◉ practice.
Answer: A set of organizational resources designed for performing
work or accomplishing an objective.
◉ customer experience (CX).
Answer: The sum of functional and emotional interactions with a
service and service provider as perceived by a service customer.
◉ value stream.
Answer: A series of steps an organization undertakes to create and
deliver products and services to consumers.
◉ digital transformation.
Answer: The evolution of traditional business models to meet the
needs of highly empowered customers, with technology playing an
enabling role.
◉ Lean.
QUESTIONS AND SOLUTIONS
◉ ITIL.
Answer: Best-practice guidance for IT service management.
◉ improve.
Answer: The value chain activity that ensures continual
improvement of products, services, and practices across all value
chain activities and the four dimensions of service management.
◉ service offering.
Answer: A formal description of one or more services, designed to
address the needs of a target consumer group. This may include
goods, access to resources, and service actions.
◉ design thinking.
Answer: A practical and human-centred approach used by product
and service designers to solve complex problems and find practical
and creative solutions that meet the needs of an organization and its
customers.
◉ DevOps.
,Answer: An organizational culture that aims to improve the flow of
value to customers. This focuses on culture, automation, Lean,
measurement, and sharing (CALMS).
◉ Agile.
Answer: An umbrella term for a collection of frameworks and
techniques that together enable teams and individuals to work in a
way that is typified by collaboration, prioritization, iterative and
incremental delivery, and timeboxing. There are several specific
methods (or frameworks) that are classed as this, such as Scrum,
Lean, and Kanban.
◉ call/contact centre.
Answer: An organization or business unit that handles large
numbers of incoming and outgoing calls and other interactions.
◉ organization.
Answer: A person or a group of people that has its own functions
with responsibilities, authorities, and relationships to achieve its
objectives.
◉ value.
Answer: The perceived benefits, usefulness, and importance of
something.
,◉ customer.
Answer: The role that defines the requirements for a service and
takes responsibility for the outcomes of service consumption.
◉ capability.
Answer: The ability of an organization, person, process, application,
configuration item, or IT service to carry out an activity.
◉ cloud computing.
Answer: A model for enabling on-demand network access to a
shared pool of configurable computing resources that can be rapidly
provided with minimal management effort or provider interaction.
◉ driver.
Answer: Something that influences strategy, objectives, or
requirements.
◉ programme.
Answer: A set of related projects and activities, and an organization
structure created to direct and oversee them.
◉ change.
Answer: The addition, modification, or removal of anything that
could have a direct or indirect effect on services.
, ◉ service management.
Answer: A set of specialized organizational capabilities for enabling
value for customers in the form of services.
◉ practice.
Answer: A set of organizational resources designed for performing
work or accomplishing an objective.
◉ customer experience (CX).
Answer: The sum of functional and emotional interactions with a
service and service provider as perceived by a service customer.
◉ value stream.
Answer: A series of steps an organization undertakes to create and
deliver products and services to consumers.
◉ digital transformation.
Answer: The evolution of traditional business models to meet the
needs of highly empowered customers, with technology playing an
enabling role.
◉ Lean.
