WGU D336 BUSINESS OF IT APPLICATIONS
EXAM PREPARATION TEST BANK WITH
CORRECT ANSWERS
●● What are the core components of the service value system (SVS)?
Answer: The ITIL service value chain, the ITIL practices, the ITIL
guiding principles, governance, and continual improvement
●● What are the 4 dimensions of service management?
Answer: Organizations and people, Information and technology, Partners
and suppliers, Value streams and processes
●● What is service management?
Answer: A set of specialized organizational capabilities for enabling
value for customers in the form of services
●● What is a service relationship?
Answer: When organizations take on the role of service providers or
customers to co-create value
●● What are the 2 types of costs associated with a service relationship?
Answer: Costs removed by the customer (such as costs of staff) and
costs imposed on the customer (such as costs of service consumption)
, ●● What is service consumption?
Answer: Activities performed by an organization to consume services,
such as paying bills or using your phone to check emails
●● What are service provisions?
Answer: Activities performed by an organization to provide services
●● What is a sponsor?
Answer: The role who authorizes the budget for service consumption
●● What is a customer?
Answer: The role who defines the requirements for a service and takes
responsibility for the outcomes of service consumption
●● Difference between output and outcome?
Answer: Outputs are tangible or intangible deliverables of an activity,
while outcomes are the specific results stakeholders aim to achieve
●● What is a service offering?
Answer: The details of a service's features, costs, and benefits
●● What are some factors that affect service providers' practices?
EXAM PREPARATION TEST BANK WITH
CORRECT ANSWERS
●● What are the core components of the service value system (SVS)?
Answer: The ITIL service value chain, the ITIL practices, the ITIL
guiding principles, governance, and continual improvement
●● What are the 4 dimensions of service management?
Answer: Organizations and people, Information and technology, Partners
and suppliers, Value streams and processes
●● What is service management?
Answer: A set of specialized organizational capabilities for enabling
value for customers in the form of services
●● What is a service relationship?
Answer: When organizations take on the role of service providers or
customers to co-create value
●● What are the 2 types of costs associated with a service relationship?
Answer: Costs removed by the customer (such as costs of staff) and
costs imposed on the customer (such as costs of service consumption)
, ●● What is service consumption?
Answer: Activities performed by an organization to consume services,
such as paying bills or using your phone to check emails
●● What are service provisions?
Answer: Activities performed by an organization to provide services
●● What is a sponsor?
Answer: The role who authorizes the budget for service consumption
●● What is a customer?
Answer: The role who defines the requirements for a service and takes
responsibility for the outcomes of service consumption
●● Difference between output and outcome?
Answer: Outputs are tangible or intangible deliverables of an activity,
while outcomes are the specific results stakeholders aim to achieve
●● What is a service offering?
Answer: The details of a service's features, costs, and benefits
●● What are some factors that affect service providers' practices?
