WGU C846 Training Exam Questions
and Approved Performance Metrics
2024/2025
Function - correct answer A unit of organization specialized to
perform certain types of work and responsible for specific
outcomes.
Functions - correct answer The major building blocks of an
organization
Where the activities of processes are performed
Role - correct answer A position, responsibility, or duty within a
process or function
4 generic roles fundamental to ITIL - correct answer 1) Service
Owner
2) Process Owner
3) Process Manager
4) Process Practioner
Service Owner - correct answer Initiation, transition, and
ongoing maintenance of the Service. Prime customer contact for
service related issues. Ensuring service delivery meets customer
requirements. Identifying service improvement and raising RFCs.
Liasing with process owners throughout the service management
lifecycle. Effective reporting and monitoring. Accountable for the
delivery of the service
,Process Owner - correct answer Initiation, transition, and
ongoing maintenance of the process. Defining process strategy,
policy, and standards. Assisting with process design. Ensuring
process documentation is available and current. Auditing the
process for efficiency, effectiveness, and compliance.
Communicating information to ensure awareness. Provisioning
resources and training. Providing input to service improvement
programs.
Process Manager - correct answer Help to plan and coordinate
activities. Ensure all activities are carried out as required.
Appoint people to the required roles. Manage resources assigned
to the process. Help ensure smooth running of services. Monitor
and report on process performance. Identify improvement
opportunities. Help prioritize improvements in the CSI register.
Make improvements to the process implementation.
Process Practitioner - correct answer Carrying out one or more
activities of the process. Working with other stakeholders to
ensure that all contributions to the process are effective.
Ensuring that inputs, outputs, and interfaces for their activities
are correct. Creating or updating records to show that activities
have been carried out correctly.
RACI - correct answer Responsible
Accountable
Consulted
Informed
Governance - correct answer Ensuring fairness and
transparency. Ensuring that it is the business need that
determines who gets what, how much, and when they get it.
Ensures we focus on conformance and compliance, especially to
legislative requirements, and to business performance
, imperatives. The aims must be to meet audit requirements and to
use your resources to maximize the creation of value to the
business.
Risk - correct answer Uncertainty of Outcome
3 activities in Risk Management - correct answer 1) Identify
2) Analyze
3) Manage
Accept
Avoid
Mitigate
Transfer
ITIL Success - correct answer Vendor Neutrality
No prescriptive
Best Practice
IT Service - correct answer A service provided by an IT Service
Provider
Identifying Types of Service - correct answer Core Services
Enabling Services
Enhancing Services
Core Services - correct answer Services that deliver the basic
outcomes required by one or more customers
and Approved Performance Metrics
2024/2025
Function - correct answer A unit of organization specialized to
perform certain types of work and responsible for specific
outcomes.
Functions - correct answer The major building blocks of an
organization
Where the activities of processes are performed
Role - correct answer A position, responsibility, or duty within a
process or function
4 generic roles fundamental to ITIL - correct answer 1) Service
Owner
2) Process Owner
3) Process Manager
4) Process Practioner
Service Owner - correct answer Initiation, transition, and
ongoing maintenance of the Service. Prime customer contact for
service related issues. Ensuring service delivery meets customer
requirements. Identifying service improvement and raising RFCs.
Liasing with process owners throughout the service management
lifecycle. Effective reporting and monitoring. Accountable for the
delivery of the service
,Process Owner - correct answer Initiation, transition, and
ongoing maintenance of the process. Defining process strategy,
policy, and standards. Assisting with process design. Ensuring
process documentation is available and current. Auditing the
process for efficiency, effectiveness, and compliance.
Communicating information to ensure awareness. Provisioning
resources and training. Providing input to service improvement
programs.
Process Manager - correct answer Help to plan and coordinate
activities. Ensure all activities are carried out as required.
Appoint people to the required roles. Manage resources assigned
to the process. Help ensure smooth running of services. Monitor
and report on process performance. Identify improvement
opportunities. Help prioritize improvements in the CSI register.
Make improvements to the process implementation.
Process Practitioner - correct answer Carrying out one or more
activities of the process. Working with other stakeholders to
ensure that all contributions to the process are effective.
Ensuring that inputs, outputs, and interfaces for their activities
are correct. Creating or updating records to show that activities
have been carried out correctly.
RACI - correct answer Responsible
Accountable
Consulted
Informed
Governance - correct answer Ensuring fairness and
transparency. Ensuring that it is the business need that
determines who gets what, how much, and when they get it.
Ensures we focus on conformance and compliance, especially to
legislative requirements, and to business performance
, imperatives. The aims must be to meet audit requirements and to
use your resources to maximize the creation of value to the
business.
Risk - correct answer Uncertainty of Outcome
3 activities in Risk Management - correct answer 1) Identify
2) Analyze
3) Manage
Accept
Avoid
Mitigate
Transfer
ITIL Success - correct answer Vendor Neutrality
No prescriptive
Best Practice
IT Service - correct answer A service provided by an IT Service
Provider
Identifying Types of Service - correct answer Core Services
Enabling Services
Enhancing Services
Core Services - correct answer Services that deliver the basic
outcomes required by one or more customers
