WGU - C846 Exam test preparation
Questions and Must have marking
scheme Updated version 2024/2025
Which of the following statements defines service
customers/consumers? - correct answer This is the generic role
an organization takes on when it receives services
The following are examples of stakeholders other than service
providers and service consumers - correct answer
Shareholders, Government organizations, Investors
The following are the needs of the target customers that are
addressed in a service offering - correct answer Goodss, Access
to resources, Service actions
A service is a means of enabling value co-creation by facilitating
outcomes desirable to customers-without their having to manage
- correct answer Cost and risk
How does a service enable value co-creation? - correct answer
By facilitating outcomes desirable to customers
Why are all four dimensions of service management constrained
or influenced by external factors? - correct answer Service
providers don't operate in isolation as they function in dynamic,
complex environments with high degrees of volatility and
uncertainty
,What type of service facilitates value creation for its users by
maintaining and providing accurate information about an
organization's active network connections and utilization, thus
allowing it to adjust its network bandwidth capacity - correct
answer Network management
Which service value system component is an ongoing
organizational activity of continuous re-evaluation performed at
all organizational levels to ensure that performance continually
meets stakeholders' expectations - correct answer Continual
improvement
Which of the following describes organizational resilience? -
correct answer The ability of an organization to anticipate,
prepare for, respond to, and adapt to incremental changes and
sudden disruptions as external conditions change
The purpose of the SVS is to ensure that - correct answer The
organization continually co-creates value with all stakeholders
via the use and management of products and services
Which method advocates a "systems view" that emphasizes close
collaboration between enterprise governance, service teams,
software development, and technology operations? - correct
answer DevOps
Which guiding principle ensures that everything the organization
does must map, directly or indirectly, to stakeholder value and
encompasses many perspectives, including customer and user
experiences? - correct answer Focus on value
, _______ includes the products provided by the service
organization and typically determines how the consumer feels
about the organization, its products, and its services - correct
answer Customer Experience
When choosing whom to collaborate with, which stakeholder
group should be considered first? - correct answer Customers
Which of the following statements are true regarding the
interaction of guiding principles? - correct answer Not all
guiding principles are critical in every situation; It's important to
recognize that all guiding principles interact with and depend
upon each other; Organizations should consider the relevance of
each of the guiding principles and how they apply together
Which of the following are direct effects of using the continual
improvement model? - correct answer Places a strong focus on
customer value;
Ensures that improvement efforts can be linked back to
organization's vision;
It increases the likelihood that ITSM initiatives will be successful
Key inputs of the deliver and support value chain activity -
correct answer Improvement status reports from improve; User
support tasks, and knowledge and information about third-party
service components provided by engage; Knowledge and
information about new and changed service components and
services from design and transition and obtain/build
Which of the following statements about the plan value chain
activity are true? - correct answer Receives inputs regarding
Questions and Must have marking
scheme Updated version 2024/2025
Which of the following statements defines service
customers/consumers? - correct answer This is the generic role
an organization takes on when it receives services
The following are examples of stakeholders other than service
providers and service consumers - correct answer
Shareholders, Government organizations, Investors
The following are the needs of the target customers that are
addressed in a service offering - correct answer Goodss, Access
to resources, Service actions
A service is a means of enabling value co-creation by facilitating
outcomes desirable to customers-without their having to manage
- correct answer Cost and risk
How does a service enable value co-creation? - correct answer
By facilitating outcomes desirable to customers
Why are all four dimensions of service management constrained
or influenced by external factors? - correct answer Service
providers don't operate in isolation as they function in dynamic,
complex environments with high degrees of volatility and
uncertainty
,What type of service facilitates value creation for its users by
maintaining and providing accurate information about an
organization's active network connections and utilization, thus
allowing it to adjust its network bandwidth capacity - correct
answer Network management
Which service value system component is an ongoing
organizational activity of continuous re-evaluation performed at
all organizational levels to ensure that performance continually
meets stakeholders' expectations - correct answer Continual
improvement
Which of the following describes organizational resilience? -
correct answer The ability of an organization to anticipate,
prepare for, respond to, and adapt to incremental changes and
sudden disruptions as external conditions change
The purpose of the SVS is to ensure that - correct answer The
organization continually co-creates value with all stakeholders
via the use and management of products and services
Which method advocates a "systems view" that emphasizes close
collaboration between enterprise governance, service teams,
software development, and technology operations? - correct
answer DevOps
Which guiding principle ensures that everything the organization
does must map, directly or indirectly, to stakeholder value and
encompasses many perspectives, including customer and user
experiences? - correct answer Focus on value
, _______ includes the products provided by the service
organization and typically determines how the consumer feels
about the organization, its products, and its services - correct
answer Customer Experience
When choosing whom to collaborate with, which stakeholder
group should be considered first? - correct answer Customers
Which of the following statements are true regarding the
interaction of guiding principles? - correct answer Not all
guiding principles are critical in every situation; It's important to
recognize that all guiding principles interact with and depend
upon each other; Organizations should consider the relevance of
each of the guiding principles and how they apply together
Which of the following are direct effects of using the continual
improvement model? - correct answer Places a strong focus on
customer value;
Ensures that improvement efforts can be linked back to
organization's vision;
It increases the likelihood that ITSM initiatives will be successful
Key inputs of the deliver and support value chain activity -
correct answer Improvement status reports from improve; User
support tasks, and knowledge and information about third-party
service components provided by engage; Knowledge and
information about new and changed service components and
services from design and transition and obtain/build
Which of the following statements about the plan value chain
activity are true? - correct answer Receives inputs regarding
