WGU C846 ITIL Study Guide 2023 with Correct Questions and Answers 100% Pass

WGU C846 ITIL Study Guide 2023 with Correct Questions and Answers 100% Pass This is considered the core of the life cycle management process *** Strategy life cycle A service that produces the basic outcome of the customers desire *** Core Service Someone who buys good or services *** Customer A service needed to deliver a core service *** Enabling service A service that is added to the core to make it more attractive *** Enhancing service A service carried out by an IT provider. Consist of a combination of IT technology, people, and processes *** IT Service The result of carrying out an activity, following a process, delivering an IT service. The term is used for intended results as well as actual results *** Outcome Is a set of structured set of activities designed to accomplish a specific objective. *** Process A mean to deliver value to a customer by facilitating the outcome a customer wants without the ownership and cost and risk. *** Service A set of specialized organizational capabilities for providing value to customers in the form of services *** Service Management How do we truly create value for a customer. How we can make the case for a strategic investment. Resolves conflicting demands for resources. What services we should be offering to whom *** Service strategy Fit for purpose *** Utility Fit for use *** Warranty Availability, Capacity, Security and continuity. *** Warranty Requires assurance in what area Any resource or capability *** Assets Information held about a configuration item such as a serial number, make or model *** Attribute The ability of an organization, person process, application. IT service to carry out an activity *** Capabilities Ensures that policies and strategies are actually implemented and processes are followed correctly *** Governance The implementation and management of quality IT services that meet the needs of the business. *** IT Service management A Work load of one or more business activities. Used to help the IT service provider understand and plan for different levels of business activity. *** PBA - Patterns of Business Activity A Generic term that includes IT infrastructure people, money, or anything else that might help IT delivery a service *** Resources The approach adopted to identify document, analyze, mitigate against the likelihood of a potential impact to service. *** Risk Management A phase of the service life cycle, service strategy defines the perspective, position, plans and patterns that a service provider needs to execute to meet an organizations business outcome. *** Service Strategy The functionality offered by a product or service to meet a particular need or whether it is fit for purpose. *** Utility The assurance that a product or service will meet the agreed requirements, fit for use. *** Warranty A person who uses IT daily *** User A Set of responsibilities, activities, or authorities assigned to a person or a team. *** Role Justification for significant items of expenditure, identifying cost and benefits, including considering other options. *** Business Case The process of maintaining a positive relationship with customers. The business relationship manager focuses IT strategy ensuring that it will deliver what is required by the business strategy. *** Business relationship Management The process responsible for coordinating all service design activities, process and resources. *** Design Coordination The complete set of services that is managed by a service provider. It includes 3 categories: Service Pipeline (future), Service catalog (live) Retired services *** Service portfolio The process that maintains the service portfolio. It ensures that the service provider has the right mix of services that meet the required business outcomes at an appropriate level of investing. *** Service Portfolio Management An organization providing services to an internal or external customer. *** Service provider Service Pipeline, Service Catalog, Retired Services *** Service Portfolio The structure of a system or IT service, including the relationship of components to each other. *** Architecture A document defining all aspects of an IT service and its requirements though each stage of its life cycle *** Service Acceptance Criteria (SDP) A written agreement between the service provider and the customer. *** SLA A legally binding agreement between the IT service provider and a third party supplier. *** Supplier Contract An underpinning agreement between IT service providers and another part of the same organization that assist with the provision of services. *** OLA Service description, Service Availability, Service Review Schedules *** Service level Agreement Agreement that must be signed by both parties *** SLA An agreement covering a single service used by multiple customers. *** Service based SLA An agreement covering multiple services used by a single customer *** Customer Based SLA An agreement covering services used across an organization. *** Corporate based SLA A formal plan to implement improvements to a processor IT service *** SIP- Service improvement plan A customer requirement for an aspect of an IT service. Service level requirements are based off business objectives and used to negotiate agreed service level targets. *** SLR- Service level Requirements A contract between an IT service level provider and a third party. The third party provides goods and services that support the delivery of an IT service to a customer. *** UC- Underpinning Contracts considers the patterns of business activity to understand the demands of the service. May provide techniques for influencing the demands for services. *** Demand Management An organization providing services to one or more internal or external customers *** IT Service Provider A third party supplying goods or services that are required to deliver IT services. *** Supplier Business Capacity, Service Capacity, Component Capacity. *** Capacity Management Initiation, requirements and strategy, implementation and on going operations. *** IT service continuity Management Manages the relationship between the IT service provider and supplier while monitoring and management the required performance. *** Supplier Management Defines the security and access policies for all services *** Information Security Capacity Management Information System *** CMIS Availability Management Information System *** AMIS The process for ensuring IT services meet the current and future availability needs of the business in a cost effective and timely manner. *** Availability Management Business process for managing risk that could possibly disrupt critical business functions. Ensures that critical business functions are made available following a major disruption. *** BCM- Business Continuity Management Its the part of business continuity that identifies vital business functions and their dependencies. It is used to decide which business functions will be impacted if IT service is unavailable. *** BIA - Business impact Analysis The process responsible for ensuring that the capacity of IT services and the IT infrastructure is able to meet the agreed on capacity and performance requirements in a cost effective and timely manner. 3 subsets are: Business capacity Management, Service Capacity Management, Component Capacity Management. *** Capacity Management A plan drawn up to address current and future capacity and performance requirements. It shows current and historic useage of services and components and their respective increase or decrease in capacity for the next 18 to 24 months. The plan suggest actions to ensure sufficient but not excessive capacity. *** Capacity Plan The process that ensures that the CIA of an organizations assets match the agreed needs of a business. *** ISM- Information Security Management The process responsible for managing risk that could seriously affect IT servides. *** IT service Continuity Management Is the average of the time between when a configuration item starts working until it fails next time. *** MTBF- Meantime between failure A metric used for measuring and reporting reliability. It's the measurement from when a system fails until when it fails again. *** MTBSI- Meantime between service incidents A metric for reporting downtime. It is the average time taken to restore an IT service or another configuration item after a failure. The measurement is from the time of failure until it is restored. *** MTRS- Meantime to restore service A database or structured document with information about all live IT services, which may include services available for deployment. *** Service Catalog The process for providing and maintaining the service catalog and ensuring it is available to those who are authorized to access it. *** Service Catalog Management A set of tools and databases that are used to manage knowledge, information and data. *** SKMS - Service knowledge management system. The process responsible for obtaining value from suppliers, ensuring contracts and agreements support the needs of the business and ensuring that suppliers meet the contractual agreements. *** Supplier Management Part of the business process that is critical to the success of the business. *** VBF- Vital business function Is responsible for ensuring that the process is carried out correctly. *** Process Owner used to understand the allocations of roles and responsibility for an activity. *** RACI Responsible, Accountable, Consulted, Informed. *** RACI A formal proposal for a change to be made. *** RFC- Request for change All share a common set of characteristics *** Processes A change that follows the basic flow of assessments and authorizations. *** Normal Change A change that is needed to be implemented immediately on business critical systems. *** Emergency Change A fallback plan or proposal for remedial action where a back out plan is not achievable. *** Remediation Plan A document detailing the effect of planned changed on agreed service availability. *** Projected service Outage Has the Role to chair the CCB. *** Change Manager Failure of a critical component causing service impact on a number of services that would justify this type of change. *** Emergency Change An event that occurs requires detection and a specific action to be taken *** Exception The addition, modification, or removal of anything that could effect IT. *** Change The group of people who support the assessment, prioritization and authorizing for scheduling changes. *** CAB- Change advisory Board The process for controlling the lifecycles of change *** Change Management A high level description or business case of a potential service or significant change. *** Change Proposal A record containing the details of the change. Each record documents the life cycle of a single change *** Change management A document that list all authorized changes and their planned implementation, dates as well as the estimated dates of the longer term changes. *** CS Change Schedule A change that has to be done ASAP. Example: Security Patching. *** Emergency Change A subset of the CCB that deals with emergency changes. *** ECAB- Emergency Change Advisory Board A document that identifies the effects of the planned changes, maintenance activities, and test plans of agreed service levels. *** PSO Projected Service Outage A plan of actions to recover from a failed change or release. Remediation may include back out, invocation of continuity plans. *** Remediation Plan A phase in the service life cycle. It ensures that new modifies or retired services meet the expectations of the business as documented in the service strategy and service design stages of the life cycle. *** Service transition A pre-authorized change that is low risk, relatively common and follows a procedure or work instruction. *** Standard Change A set of discrete facts about an event, often in raw form part of knowledge management. *** Data Rationalization and context applied to a set of discrete facts and is part of knowledge management. *** Information Combining experience, ideas, insights, values, and judgments that are applied to contextual facts. *** Knowledge Informed decision making application of understanding contextual facts. *** Wisdom Where a service level agreement is categorized under this portion of service asset and configuration management. *** Document Mechanism for the automation of release build, installation, and release distribution to improve efficiency would be captured in this document associated to the release and deployment management process. *** Release Policy A roll out that is delivered to all targets at the same time. *** Big Bang A roll out that is delivered to part of the whole audience then rolled out to the rest when shown to be successful. *** Phased This is a roll out that is done on demand to target recipients. *** Pull/Push A roll out is delivered through a system or other approach suitable for the demands of the infrastructure and organization. *** Automation or manual Holds records about CI that are held in the definition media library DML. *** CMDB These items are recorded in the configuration management system. *** Release and change records Configuration management system. *** CMS Configuration management database *** CMDB Definitive media library. *** DML The process responsible for a formal assesment of a new or changed IT service to ensure that risk have been managed to help determine whether to authorize the change. *** Change evaluation A database used to store configuration records through their life cycle. *** CMDB A set of tools, data, and information that is used to support service assets and configuration management. It may include a federated approach to managing CMDBs. *** CMS-Configuration management system one of the more secure locations containing the definitive and authorized versions of all software. It may also hold license information. *** DML-Definitive media Library The extra support given at the end of deployment until the new change service is fully operational. The service is reviewed to ensure that it will be able to meet it's targets. *** Early Life Support The process responsible for sharing perspectives, ideas, experience, and information as well as ensuring that these are available in the right place at the right time. *** Knowledge management The process for planning, scheduling, and controlling the build test and deployment of releases and for delivering new functionality required by the business while protecting the integrity of existing services. *** Release and deployment management