WGU C846 Business of IT – Applications Exam Questions and Answers

WGU C846 Business of IT – Applications Exam Questions and Answers Recall Definitions (Two questions on Exam) -Answer--- Service -Answer-A means of enabling value co-creation by facilitating outcomes desirable to customers—without their having to manage cost and risk. Utility -Answer-A functionality offered by a product or service to meet a particular need. Warranty -Answer-An assurance that a product or service meets agreed-upon requirements. Customer -Answer-The person who defines service requirements and takes responsibility for the outcome of service consumption. User -Answer-Someone who uses the provided services. Service Management -Answer-A set of specialized organizational capabilities for enabling value for customers in the form of services. Sponsor -Answer-The person authorizing the budget for the consumed service. Describe Key Concepts (Two questions on Exam) -Answer--- Cost -Answer-The amount of money spent on a specific activity or resource. Value -Answer-The perceived benefits, usefulness, and importance of something. Usually measured by how much the customer is willing to pay for the service. Organization -Answer-A person or group with its internal functions, and with its own set of responsibilities, authorities, and relationships necessary to achieve its objectives. Outcome -Answer-A result as perceived by a stakeholder—that is enabled by one or more outputs. Output -Answer-A tangible or intangible deliverable of an activity. Risk -Answer-A possible event that could cause harm or loss, or make the achievement of objectives more difficult. Describe Concepts of Services (One question on Exam) -Answer- Service Offering -Answer-A formal description of one or more services designed to address the needs of its target consumer, and include goods, access to resources, and service actions. Service Relationship Management -Answer-Joint activities that the service provider and service consumer both engage in to ensure continued value co-creation, according to agreed-upon and available service offerings. Service Provision -Answer-Activites an organization engages in to provide services, such as possibly supplying goods, fulfillment of agreed-upon service actions, and ensuring user access to these resources. Service Consumption -Answer-Management of consumer resources necessary to use the service Describe the Nature, use and interaction of the Guiding Principles (One question on Exam) -Answer--- ITIL Guiding Principles' Key Message -Answer-A guiding principle is a recommendation that guides an organization in all circumstances, regardless of changes in its goals strategies type of work or management structure. A guiding principle is universal and enduring. Explain Use of Guiding Principles (Five questions on Exam) -Answer--- Focus on Value (Guiding Principle #1) -Answer--Understand their expected outcomes, how each service contributes to them, and how the service consumers perceive the service provider. Continually collect feedback re