WGU C846 ITIL 4 questions and answers rated A+ 2023/2024

WGU C846 ITIL 4 Service Management - correct answer A set of specialized organizational capabilities for providing value to customers in the form of services. Value - correct answer The perceived benefits, usefulness, or importance of something. Customer - correct answer Defines the requirements for services. User - correct answer A person who uses the service. Sponsor - correct answer Authorizes budgets for services. Supplier - correct answer External partner who provides services to the organization. Organization - correct answer A group of people with its own functions, responsibilities and authorities to achieve specific objectives. Service - correct answer Facilitates outcomes for customer with limited cost to the customer. The means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks. Product - correct answer A cnfiguration of resources, created by the organization, that will be potentially valuable to customers. Service Offering - correct answer A specific mix of services and products sold to a specific customer. > Goods > Resources > Service Actions Service Offering: Goods - correct answer Ownership is transferred to customer. Service Offering: Access to resources - correct answer Customer is allowed to use it. Service Offering: Service Actions - correct answer Things the service provider does for the customer. Output - correct answer A tangible or intangible deliverable of an activity. *Outcome - correct answer A result for a stakeholder enabled by one or more outputs. Cost - correct answer Can be removed from the customer (part of value proposition) and can be imposed on the customer (price for service consumption). Risk - correct answer Possible events that could cause harm or loss. Can be good (opportunity) or bad (hazard). Utility - correct answer Fit for purpose. What the service does. Warranty - correct answer Fit for use. How the service performs. > Availability, Capacity, Continuity, Sercurity good enough? Value = ? - correct answer Utility + Warranty (+ perception) 4 Dimensions of Service Management Model - VOIP - correct answer Can be influenced by the organization. 1 - Organizations & People 2 - Information & Technology 3 - Partners & Suppliers 4 - Value Streams & Processes