WGU D336 Exam Questions with 100%
Verified Correct Answers
Service management
A set of specialized orgnaizational capabilities for enabling value to customers in the form of
services.
Service
facilitates outcomes for customers with limited costs to them
Cost
Can be removed from the customer and can be imposed on the customer
Value
The perceived benefits, usefulness and importance of something; What you are getting back.
Organization
A group of people that has its own functions, responsibilities, and authorities to achieve
specific objectives.
Output
A tangible or intangible deliverable of an activity; What you are given
Outcome
A result for a stakeholder enabled by one or more outputs; what you do with the deliverable.
Risk
Uncertainty of outcome.
,Utility
What it does
Warranty
does it meet requirements
Customer
Defines requirements for services
User
A person who uses the service
Sponsor
Authorizes budgets for services
Service Offering
may include resources and service actions
ex: office 365
Service Relationship Management
joint activities performed by providers and consumer;
EX:WGU tells MSFT that that they are not using x a part of a service. What would it cost
MSFT to stop providing that part of the service to users.
- this is different from relationship management practice
Service Provision
,Providing Services; the company that is providing the service; EX: Msft is providing us with
office 365
Relationship Management (Practice) Activities
- understand stakeholder needs
- prioritize products and services
- keep the relationship going
- handle stakeholder complaints
- make sure any changes align with business outcomes
- make sure products/services align with business needs
- create value for stakeholders
- mediate conflicting stakeholder requirements
Who are stakeholders?
- sponsor
- customer
- users
Service Consumption
activities performed by an organization to consume services;Whomever is consuming the
service.
activities:
- management of the consumed resources
- receiving the product
EX:We consume msft 365
SVC: Engage
, Salesman
SVC: Plan
keeps track of everything the company does, would like to do, and has done
Supplier
External partner who provides services to the orgnaization
SVC: Design and Transition
developers; design for customers needs
SVC: Deliver and Support
deliver or install the thing for the customer and then provide support
Improve
look at all steps and say where can we improve.
SVC: Obtain and build
people buying/acquiring things or creates things for the customer
Service
facilitates outcomes for customers with limited costs to them
Product
Configuration of resources, created by the orgnaization, that will be potentially valuable to
customers.
Service offering
A specific mix of services and products sold to a specific customer
Verified Correct Answers
Service management
A set of specialized orgnaizational capabilities for enabling value to customers in the form of
services.
Service
facilitates outcomes for customers with limited costs to them
Cost
Can be removed from the customer and can be imposed on the customer
Value
The perceived benefits, usefulness and importance of something; What you are getting back.
Organization
A group of people that has its own functions, responsibilities, and authorities to achieve
specific objectives.
Output
A tangible or intangible deliverable of an activity; What you are given
Outcome
A result for a stakeholder enabled by one or more outputs; what you do with the deliverable.
Risk
Uncertainty of outcome.
,Utility
What it does
Warranty
does it meet requirements
Customer
Defines requirements for services
User
A person who uses the service
Sponsor
Authorizes budgets for services
Service Offering
may include resources and service actions
ex: office 365
Service Relationship Management
joint activities performed by providers and consumer;
EX:WGU tells MSFT that that they are not using x a part of a service. What would it cost
MSFT to stop providing that part of the service to users.
- this is different from relationship management practice
Service Provision
,Providing Services; the company that is providing the service; EX: Msft is providing us with
office 365
Relationship Management (Practice) Activities
- understand stakeholder needs
- prioritize products and services
- keep the relationship going
- handle stakeholder complaints
- make sure any changes align with business outcomes
- make sure products/services align with business needs
- create value for stakeholders
- mediate conflicting stakeholder requirements
Who are stakeholders?
- sponsor
- customer
- users
Service Consumption
activities performed by an organization to consume services;Whomever is consuming the
service.
activities:
- management of the consumed resources
- receiving the product
EX:We consume msft 365
SVC: Engage
, Salesman
SVC: Plan
keeps track of everything the company does, would like to do, and has done
Supplier
External partner who provides services to the orgnaization
SVC: Design and Transition
developers; design for customers needs
SVC: Deliver and Support
deliver or install the thing for the customer and then provide support
Improve
look at all steps and say where can we improve.
SVC: Obtain and build
people buying/acquiring things or creates things for the customer
Service
facilitates outcomes for customers with limited costs to them
Product
Configuration of resources, created by the orgnaization, that will be potentially valuable to
customers.
Service offering
A specific mix of services and products sold to a specific customer
