WGU C846 STUDY TEST NOTES fully solved 2023/2024

WGU C846 STUDY TEST NOTES Strategy life cycle - correct answer This is considered the core of the life cycle management process Core Service - correct answer A service that produces the basic outcome of the customers desire Customer - correct answer Someone who buys good or services Enabling service - correct answer A service needed to deliver a core service Enhancing service - correct answer A service that is added to the core to make it more attractive IT Service - correct answer A service carried out by an IT provider. Consist of a combination of IT technology, people, and processes Outcome - correct answer 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 Process - correct answer Is a set of structured set of activities designed to accomplish a specific objective. Service - correct answer A mean to deliver value to a customer by facilitating the outcome a customer wants without the ownership and cost and risk. Service Management - correct answer A set of specialized organizational capabilities for providing value to customers in the form of services Service strategy - correct answer 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 Utility - correct answer Fit for purpose Warranty - correct answer Fit for use Warranty Requires assurance in what area - correct answer Availability, Capacity, Security and continuity. Assets - correct answer Any resource or capability Attribute - correct answer Information held about a configuration item such as a serial number, make or model Capabilities - correct answer The ability of an organization, person process, application. IT service to carry out an activity Governance - correct answer Ensures that policies and strategies are actually implemented and processes are followed correctly IT Service management - correct answer The implementation and management of quality IT services that meet the needs of the business. PBA - Patterns of Business Activity - correct answer 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. Resources - correct answer A Generic term that includes IT infrastructure people, money, or anything else that might help IT delivery a service Risk Management - correct answer The approach adopted to identify document, analyze, mitigate against the likelihood of a potential impact to service. Service Strategy - correct answer 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. Utility - correct answer The functionality offered by a product or service to meet a particular need or whether it is fit for purpose. Warranty - correct answer The assurance that a product or service will meet the agreed requirements, fit for use. User - correct answer A person who uses IT daily Role - correct answer A Set of responsibilities, activities, or authorities assigned to a person or a team. Business Case - correct answer Justification for significant items of expenditure, identifying cost and benefits, including considering other options. Business relationship Management - correct answer 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. Design Coordination - correct answer The process responsible for coordinating all service design activities, process and resources. Service portfolio - correct answer 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 Management - correct answer 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 provider - correct answer An organization providing services to an internal or external customer.