WGU C846 ITIL, Business Of IT Questions And Answers

dependent on - Correct Answer-Complete the sentence by filling in the missing word: IT service management is important for organizations because businesses are ____________IT. The U.K. Government - Correct Answer-Who developed ITIL? Strategy - Correct Answer-Which service lifecycle stage is considered to be the core of the lifecycle? Core Service - Correct Answer-A service that delivers the basic outcomes desired by one or more customers (see enabling and enhancing services). Customer - Correct Answer-Someone who buys goods or services. The customer of an IT service provider is the person or group that defines and agrees on the service-level targets. Enabling Service - Correct Answer-A service that is needed in order to deliver a core service. Enhancing Service - Correct Answer-A service that is added to a core service to make it more attractive to the customer. Function - Correct Answer-A team or group of people and the other resources or tools that are used to carry out a process or process activities. IT Service - Correct Answer-A service provided by an IT service provider. An IT service consists of a combination of information technology, people, and processes. Outcome - Correct Answer-The result of carrying out an activity, following a process, delivering an IT service, and so on. The term is used to refer to intended results, as well as to actual results. Process - Correct Answer-A process is a structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. Service - Correct Answer-Services are a means of delivering value to customers by facilitating the outcomes customers want to achieve, without the ownership of specific costs and risks. Service Management - Correct Answer-A set of specialized organizational capabilities for providing value to customers in the form of services. value - Correct Answer-Complete the sentence by filling in the missing word: ITIL is a framework of common best practices that provide ___________ for customers. Best Practices - Correct Answer-Complete the sentence by filling in the missing word: Service management provides a standardized approach that ensures ___________ for IT delivery. Service Strategy - Correct Answer-"How do we truly create value for our customers?" is a question answered by which lifecycle stage? Service Strategy - Correct Answer-"How can we make a case for strategic investment?" is a question answered by which lifecycle stage? Service Strategy - Correct Answer-"How do we resolve conflicting demands for resource?" is a question answered by which lifecycle stage? Service Strategy - Correct Answer-"What services should we be offering and to whom?" is a question answered by which lifecycle stage? Fit for purpose - Correct Answer-Utility is defined as what? Fit for use - Correct Answer-Warranty is defined as what? Availability, capacity, security, and continuity - Correct Answer-Warranty requires assurance of which areas? True - Correct Answer-True or false: A service asset is defined as any resource or capability of a service provider. Assets - Correct Answer-Any resource or capability. Attribute - Correct Answer-Information held about a configuration item, such as serial number, make, model, and so on. Capabilities - Correct Answer-The ability of an organization, person, process, application, IT service, or other configuration items to carry out an activity. Capabilities are intangible assets of an organization. Governance - Correct Answer-Ensures that policies and strategy are actually implemented and that required processes are correctly followed. IT Service Management (ITSM) - Correct Answer-The implementation and management of quality IT services that meet the needs of the business.