WGU D336 Business of IT applications Objective
Assessment ACTUAL EXAM Prep 2025/2026
QUESTIONS BANK AND CORRECT DETAILED ANSWERS
WITH RATIONALES || 100% GUARANTEED PASS
<LATEST VERSION>
1. Acceptance criteria - ANSWER ✔ A list of minimum requirements that a
service or service component must meet for it to be acceptable to key
stakeholders.
2. Agile - ANSWER ✔ An umbrella term for a collection of frameworks and
techniques that together enable teams and individuals to work in a way that
is typified by collaboration, prioritization, iterative and incremental delivery,
and timeboxing. There are several specific methods (or frameworks) that are
classed as Agile, such as Scrum, Lean, and Kanban.
3. Architecture management practice - ANSWER ✔ The practice of providing
an understanding of all the different elements that make up an organization
and how those elements relate to one another.
4. Asset register - ANSWER ✔ A database or list of assets, capturing key
attributes such as ownership and financial value.
5. Availability - ANSWER ✔ The ability of an IT service or other
configuration item to perform its agreed function when required.
6. Availability management practice - ANSWER ✔ The practice of ensuring
that services deliver agreed levels of availability to meet the needs of
customers and users.
7. Baseline - ANSWER ✔ A report or metric that serves as a starting point
against which progress or change can be assessed.
8. Best practice - ANSWER ✔ A way of working that has been proven to be
successful by multiple organizations.
,9. Big data - ANSWER ✔ The use of very large volumes of structured and
unstructured data from a variety of sources to gain new insights.
10.Business analysis practice - ANSWER ✔ The practice of analysing a
business or some element of a business, defining its needs and
recommending solutions to address these needs and/or solve a business
problem, and create value for stakeholders.
11.Business case - ANSWER ✔ A justification for expenditure of
organizational resources, providing information about costs, benefits,
options, risks, and issues.
12.Business impact analysis (BIA) - ANSWER ✔ A key activity in the practice
of service continuity management that identifies vital business functions and
their dependencies.
13.First phase of ITIL Strategy - ANSWER ✔ Service Strategy
14.Second phase of ITIL Strategy - ANSWER ✔ Service Design
15.Third phase of ITIL Strategy - ANSWER ✔ Service Transition
16.Fourth phase of ITIL Strategy - ANSWER ✔ Service operation
17.Last phase (5th) of ITIL Strategy - ANSWER ✔ Continual Service
Improvement
IT staff and management have just completed the IT infrastructure library
(ITIL) phase in which a plan was developed to address customer concerns.
18.Which ITIL phase comes next?
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement - ANSWER ✔ Service Design
,19.Which term is used when an organization verifies all conditions are met for a
new service to be activated?
Service Level Agreements
Acceptance Testing
Improvement Plan
Availability Test - ANSWER ✔ Acceptance testing
20.Which IT infrastructure library (ITIL) function is the point of contact for
reporting incidents and service requests?
Service Operation
Service desk
Service Transition
Service design - ANSWER ✔ Service Desk
21.Which role is responsible for negotiating the responsibilities of the provider
and the customer?
Capacity Manager
Compliance Manager
Service level manager
Information security manager - ANSWER ✔ Service level manager
22.Which phase of the IT infrastructure library (ITIL) provides guidance on the
practical aspects of day-to-day business activities and ensures that the IT
infrastructure runs smoothly?
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement - ANSWER ✔ Service operation
23.A problem - ANSWER ✔ a cause, or potential cause, of one or more
incidents. This is occuring multiple times and to different users across the
network. The common issue appears to be the authentication server, so it
might be the problem.
, 24.service value chain activities are - ANSWER ✔ plan, improve, engage,
design and transition, obtain/build, and deliver and support.
25.The 'obtain/build' value chain activity - ANSWER ✔ ensures that service
components are available when and where they are needed and meet agreed
specifications.
26.An emergency change - ANSWER ✔ is change that must be implemented as
soon as possible to resolve an incident or security issue.
27.Standard changes - ANSWER ✔ are low-risk, pre-authorized changes that
are well-understood and fully-documented.
28.Normal changes - ANSWER ✔ are changes which need to be scheduled,
assessed, and authorized following a standard process.
29.Incident management - ANSWER ✔ seeks to minimize the negative impact
of an incident by restoring normal service operation as quickly as possible.
30.A workaround - ANSWER ✔ is a solution that reduces or eliminates the
impact of an incident or problem for which a full resolution is not yet
available.
31.How does 'service request management' contribute to 'design and transition'
activity? - ANSWER ✔ This is the 'design and transition' activity. Standard
changes to services can be initiated and fulfilled as service requests.
32.What is an example of an action a service request management employee
would undertake as part of the 'improve' activity? - ANSWER ✔ This is the
'improve' activity. Improve includes the analysis of data to identify
opportunities to provide new service request options. It also contributes to
improvement by providing trend, quality, and feedback information about
fulfillment of requests.
33.What does a centralized service desk require? - ANSWER ✔ A centralized
service desk requires supporting technologies like workflow systems for
routing and escalation, workforce management and resource planning
Assessment ACTUAL EXAM Prep 2025/2026
QUESTIONS BANK AND CORRECT DETAILED ANSWERS
WITH RATIONALES || 100% GUARANTEED PASS
<LATEST VERSION>
1. Acceptance criteria - ANSWER ✔ A list of minimum requirements that a
service or service component must meet for it to be acceptable to key
stakeholders.
2. Agile - ANSWER ✔ An umbrella term for a collection of frameworks and
techniques that together enable teams and individuals to work in a way that
is typified by collaboration, prioritization, iterative and incremental delivery,
and timeboxing. There are several specific methods (or frameworks) that are
classed as Agile, such as Scrum, Lean, and Kanban.
3. Architecture management practice - ANSWER ✔ The practice of providing
an understanding of all the different elements that make up an organization
and how those elements relate to one another.
4. Asset register - ANSWER ✔ A database or list of assets, capturing key
attributes such as ownership and financial value.
5. Availability - ANSWER ✔ The ability of an IT service or other
configuration item to perform its agreed function when required.
6. Availability management practice - ANSWER ✔ The practice of ensuring
that services deliver agreed levels of availability to meet the needs of
customers and users.
7. Baseline - ANSWER ✔ A report or metric that serves as a starting point
against which progress or change can be assessed.
8. Best practice - ANSWER ✔ A way of working that has been proven to be
successful by multiple organizations.
,9. Big data - ANSWER ✔ The use of very large volumes of structured and
unstructured data from a variety of sources to gain new insights.
10.Business analysis practice - ANSWER ✔ The practice of analysing a
business or some element of a business, defining its needs and
recommending solutions to address these needs and/or solve a business
problem, and create value for stakeholders.
11.Business case - ANSWER ✔ A justification for expenditure of
organizational resources, providing information about costs, benefits,
options, risks, and issues.
12.Business impact analysis (BIA) - ANSWER ✔ A key activity in the practice
of service continuity management that identifies vital business functions and
their dependencies.
13.First phase of ITIL Strategy - ANSWER ✔ Service Strategy
14.Second phase of ITIL Strategy - ANSWER ✔ Service Design
15.Third phase of ITIL Strategy - ANSWER ✔ Service Transition
16.Fourth phase of ITIL Strategy - ANSWER ✔ Service operation
17.Last phase (5th) of ITIL Strategy - ANSWER ✔ Continual Service
Improvement
IT staff and management have just completed the IT infrastructure library
(ITIL) phase in which a plan was developed to address customer concerns.
18.Which ITIL phase comes next?
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement - ANSWER ✔ Service Design
,19.Which term is used when an organization verifies all conditions are met for a
new service to be activated?
Service Level Agreements
Acceptance Testing
Improvement Plan
Availability Test - ANSWER ✔ Acceptance testing
20.Which IT infrastructure library (ITIL) function is the point of contact for
reporting incidents and service requests?
Service Operation
Service desk
Service Transition
Service design - ANSWER ✔ Service Desk
21.Which role is responsible for negotiating the responsibilities of the provider
and the customer?
Capacity Manager
Compliance Manager
Service level manager
Information security manager - ANSWER ✔ Service level manager
22.Which phase of the IT infrastructure library (ITIL) provides guidance on the
practical aspects of day-to-day business activities and ensures that the IT
infrastructure runs smoothly?
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement - ANSWER ✔ Service operation
23.A problem - ANSWER ✔ a cause, or potential cause, of one or more
incidents. This is occuring multiple times and to different users across the
network. The common issue appears to be the authentication server, so it
might be the problem.
, 24.service value chain activities are - ANSWER ✔ plan, improve, engage,
design and transition, obtain/build, and deliver and support.
25.The 'obtain/build' value chain activity - ANSWER ✔ ensures that service
components are available when and where they are needed and meet agreed
specifications.
26.An emergency change - ANSWER ✔ is change that must be implemented as
soon as possible to resolve an incident or security issue.
27.Standard changes - ANSWER ✔ are low-risk, pre-authorized changes that
are well-understood and fully-documented.
28.Normal changes - ANSWER ✔ are changes which need to be scheduled,
assessed, and authorized following a standard process.
29.Incident management - ANSWER ✔ seeks to minimize the negative impact
of an incident by restoring normal service operation as quickly as possible.
30.A workaround - ANSWER ✔ is a solution that reduces or eliminates the
impact of an incident or problem for which a full resolution is not yet
available.
31.How does 'service request management' contribute to 'design and transition'
activity? - ANSWER ✔ This is the 'design and transition' activity. Standard
changes to services can be initiated and fulfilled as service requests.
32.What is an example of an action a service request management employee
would undertake as part of the 'improve' activity? - ANSWER ✔ This is the
'improve' activity. Improve includes the analysis of data to identify
opportunities to provide new service request options. It also contributes to
improvement by providing trend, quality, and feedback information about
fulfillment of requests.
33.What does a centralized service desk require? - ANSWER ✔ A centralized
service desk requires supporting technologies like workflow systems for
routing and escalation, workforce management and resource planning
