WGU C846 ITIL questions & answers graded A+ 2023/2024

WGU C846 ITILStrategy life cycle - correct answer This is considered the core of the life cycle management process Core Service - correct answer A service that produces the basic outcome of the customers desire Customer - correct answer Someone who buys good or services Enabling service - correct answer A service needed to deliver a core service Enhancing service - correct answer A service that is added to the core to make it more attractive IT Service - correct answer A service carried out by an IT provider. Consist of a combination of IT technology, people, and processes Outcome - correct answer The result of carrying out an activity, following a process, delivering an IT service. The term is used for intended results as well as actual results Process - correct answer Is a set of structured set of activities designed to accomplish a specific objective. Service - correct answer A mean to deliver value to a customer by facilitating the outcome a customer wants without the ownership and cost and risk. Service Management - correct answer A set of specialized organizational capabilities for providing value to customers in the form of services Service strategy - correct answer How do we truly create value for a customer. How we can make the case for a strategic investment. Resolves conflicting demands for resources. What services we should be offering to whom Utility - correct answer Fit for purpose Warranty - correct answer Fit for use Warranty Requires assurance in what area - correct answer Availability, Capacity, Security and continuity. Assets - correct answer Any resource or capability Attribute - correct answer Information held about a configuration item such as a serial number, make or model Capabilities - correct answer The ability of an organization, person process, application. IT service to carry out an activity Governance - correct answer Ensures that policies and strategies are actually implemented and processes are followed correctly IT Service management - correct answer The implementation and management of quality IT services that meet the needs of the business. PBA - Patterns of Business Activity - correct answer A Work load of one or more business activities. Used to help the IT service provider understand and plan for different levels of business activity. Resources - correct answer A Generic term that includes IT infrastructure people, money, or anything else that might help IT delivery a service Risk Management - correct answer The approach adopted to identify document, analyze, mitigate against the likelihood of a potential impact to service.