WGU D336 Review Questions with 100%
Verified Correct Answers
ITIL
A framework for IT service management (ITSM) that helps organizations deliver value to
customers.
ITSM
IT Service Management.
Purpose of ITSM
To ensure that IT services align with business needs and deliver value.
4 dimensions of service management
1. Organizations and people 2. Information and technology 3. Partners and suppliers 4. Value
streams and processes
Components of the ITIL Service Value System (SVS)
1. Guiding principles 2. Governance 3. Service value chain 4. Practices 5. Continual
improvement
7 Guiding Principles of ITIL 4
1. Focus on value 2. Start where you are 3. Progress iteratively with feedback 4. Collaborate
and promote visibility 5. Think and work holistically 6. Keep it simple and practical 7.
Optimize and automate
Start where you are
The principle that encourages leveraging existing data and resources.
, Progress iteratively with feedback
The principle that emphasizes working in small steps with feedback.
Collaborate and promote visibility
The principle that encourages transparency and sharing.
Keep it simple and practical
The principle that suggests reducing steps and minimizing bureaucracy.
Optimize and automate
The principle that is about automating repetitive tasks and improving workflows.
6 activities of the Service Value Chain
1. Plan 2. Improve 3. Engage 4. Design & transition 5. Obtain/build 6. Deliver & support
Engage
The Service Value Chain activity that ensures understanding of stakeholder needs.
Obtain/build
The Service Value Chain activity that focuses on creating new components.
Deliver & support
The activity that supports live operations and service delivery.
Total practices in ITIL 4
34
Key ITIL practices for incident response
Incident Management, Problem Management, Change Control.
Verified Correct Answers
ITIL
A framework for IT service management (ITSM) that helps organizations deliver value to
customers.
ITSM
IT Service Management.
Purpose of ITSM
To ensure that IT services align with business needs and deliver value.
4 dimensions of service management
1. Organizations and people 2. Information and technology 3. Partners and suppliers 4. Value
streams and processes
Components of the ITIL Service Value System (SVS)
1. Guiding principles 2. Governance 3. Service value chain 4. Practices 5. Continual
improvement
7 Guiding Principles of ITIL 4
1. Focus on value 2. Start where you are 3. Progress iteratively with feedback 4. Collaborate
and promote visibility 5. Think and work holistically 6. Keep it simple and practical 7.
Optimize and automate
Start where you are
The principle that encourages leveraging existing data and resources.
, Progress iteratively with feedback
The principle that emphasizes working in small steps with feedback.
Collaborate and promote visibility
The principle that encourages transparency and sharing.
Keep it simple and practical
The principle that suggests reducing steps and minimizing bureaucracy.
Optimize and automate
The principle that is about automating repetitive tasks and improving workflows.
6 activities of the Service Value Chain
1. Plan 2. Improve 3. Engage 4. Design & transition 5. Obtain/build 6. Deliver & support
Engage
The Service Value Chain activity that ensures understanding of stakeholder needs.
Obtain/build
The Service Value Chain activity that focuses on creating new components.
Deliver & support
The activity that supports live operations and service delivery.
Total practices in ITIL 4
34
Key ITIL practices for incident response
Incident Management, Problem Management, Change Control.
