WGU C846 - Most Important Practices questions n answers graded A+ 2023/2024

WGU C846 - Most Important PracticesThe 7 Most Important Practices - correct answer Continual Improvement Change Enablement Incident Management Problem Management Service Desk Service Level Management Service Request Management What is a practice? - correct answer A set of organizational resources designed to perform work or accomplish an objective. Continual Improvement - correct answer - The ongoing improvement of products, services or processes through incremental and breakthrough improvements. - Ideas need to be reprioritized when new ones are added - All 4 dimensions need to be considered during any improvement initiative. Change Enablement - correct answer *Purpose*: The process of managing changes in a controlled, efficient and standardized way with the goal of minimizing business risk and maintaining service continuity. *Types*: - Standard: preauthorized, low risk, low cost; basically service requests. - Normal: authorization depends on what kind of change it is; goes through the normal change workflow. - Emergency: needs rapid action; may have a separate change authority. Incident Management - correct answer *Purpose*: a series of steps taken to identify, analyze, and resolve critical incidents; wants to quickly restore service as soon as possible. *Incident*: Unplanned interruption or reduction of quality must be logged, prioritized and managed through their lifecycle. Uses some categorization as Problem tickets. Swarming may help with complex issues. *Major Incidents*: Need a separate procedure; swarming can be used for quicker solutions. Problem Management - correct answer *Purpose*: identifies and manages problems using preventative methods and identifying underlying causes to help prevent future issues; wants to eliminate the underlying causes of incidents. *Problem*: Unknown cause of one or more incidents. *Known error*: a problem with a known root case but no solution yet. *Workaround*: Alternate solutions; reducing the impact of the problem. *Phases*: Problem Identification > Problem Control > Error Control Service Desk - correct answer *Purpose*: To capture demand for incidents and service requests; single point of contact between service provider and users. - Issues requests queries > SPOC > Acknowledge > Classify > Own > Act - Channels for how a service desk can be reached: By email, phone chat, self-service, text messaging, forums, etc. Most important skills needed for service desk: Incident analysis and prioritization, effective communication, emotional intelligence and excellent customer service skills. Service Level Management - correct answer *Purpose*: To set clear business-based targets for service performance so that the delivery of a service can be measured properly.