WGU C846 (Focused on
Fundamentals of ITIL Exam
Preparation Questions and Assured
Success Solutions Newly updates
2024/2025
What is meant by the term request fulfillment in the ITIL
framework? - correct answer Request fulfillment is a process for
managing the requests from users to the IT department
Which process is used to involve Identity and Rights as the two
major concepts? - correct answer Access Management
What is the continual service improvement (CSI) approach? -
correct answer The CSI approach is used to manage
improvement activity in line with business requirements
Which stage of the Change Management process is used to deal
with what should be done if the change is not successful? -
correct answer Remediation Planning
What process is responsible for controlling, recording and
reporting on versions, attributes, and relationships relating to
components of the IT infrastructure? - correct answer Service
Asset and Configuration Management
Configuration Management process supports the other Service
Management processes by managing the service assets and
Configuration Items.
,What are the goals of Configuration Management? - correct
answer 1. To report for all the IT assets and configurations
within the org and its services
2. To provide a sound basis for Incident Management, Problem
Management, Change Management, and Release Management
3. To verify the configuration records against the infrastructure
and for correcting any exception
Which of the activities of Configuration Management defines the
location of storage areas and libraries that contain hardware,
software, and documentation? - correct answer Management
and Planning
The objective of Release Management is to deliver, distribute,
and track changes of a release into the live environment.
What are the activities of Release Management? - correct
answer 1. Design, building, and configuration
2. Release policy and planning
3. Communication, preparation, and training
Event Management, Problem Management, Access Management,
and Request Fulfillment are part of what stage of the Service
Lifecycle? - correct answer Service Operation
The Service Desk supports the provision of services that are
agreed by assuring access to the IT organization and providing a
range of support activities.
,What are the approaches of Service Desk? - correct answer 1.
Centralized Service Desk
2. Virtual Service Desk
3. Local Service Desk
In the ITIL guidance on incident management, what is one of the
key purposes of the incident management process? - correct
answer The purpose of incident management is to restore
normal service operation as quickly as possible
What will be the status of the problem if its root cause has been
successfully diagnosed? - correct answer Known Error
Which ITIL process is used to provide change proposals in order
to eliminate structural errors? - correct answer Problem
Management
Which of the following are the basic steps of Incident
Management? - correct answer 1. Incident detection and
recording
2. Treatment and analysis
3. Incident closure
Which task is a part of Proactive Problem Management? -
correct answer Analyzing trends
Which of the following are the benefits of the ISO/IEC 20000-1
standard? - correct answer 1. It can be used for an organization
that takes services of service providers and needs assurance that
its service requirements will be fulfilled
, 2. It is used to document a policy manual and determine and
maintain the necessary infrastructure in order to ensure quality
and customer property protection requirements
3. It can be used for a service provider to improve the design,
transition, delivery and improvement of services by proper
implementation and operation of the service management system
(SMS)
In what situation is CSI applicable? - correct answer The CSI
approach can be applied to the improvement of all processes
What are the challenges that differentiate services from other
systems of value creation? - correct answer 1. Intangible nature
of the output and intermediary products of service processes
2. Demand is tightly coupled with customer's assets
3. High-level of contact for producers and consumers of services
4. Perishable nature of service output and service capacity
Which IT Service delivering basic outcomes is required by one or
more customers? - correct answer Core Service
What are the three valid service provider types according to
ITIL? - correct answer 1. Internal
2. Shared services
3. Fully outsourced
What are the elements of a service's business value from the
customers' perspective? - correct answer Utility & Warranty
Fundamentals of ITIL Exam
Preparation Questions and Assured
Success Solutions Newly updates
2024/2025
What is meant by the term request fulfillment in the ITIL
framework? - correct answer Request fulfillment is a process for
managing the requests from users to the IT department
Which process is used to involve Identity and Rights as the two
major concepts? - correct answer Access Management
What is the continual service improvement (CSI) approach? -
correct answer The CSI approach is used to manage
improvement activity in line with business requirements
Which stage of the Change Management process is used to deal
with what should be done if the change is not successful? -
correct answer Remediation Planning
What process is responsible for controlling, recording and
reporting on versions, attributes, and relationships relating to
components of the IT infrastructure? - correct answer Service
Asset and Configuration Management
Configuration Management process supports the other Service
Management processes by managing the service assets and
Configuration Items.
,What are the goals of Configuration Management? - correct
answer 1. To report for all the IT assets and configurations
within the org and its services
2. To provide a sound basis for Incident Management, Problem
Management, Change Management, and Release Management
3. To verify the configuration records against the infrastructure
and for correcting any exception
Which of the activities of Configuration Management defines the
location of storage areas and libraries that contain hardware,
software, and documentation? - correct answer Management
and Planning
The objective of Release Management is to deliver, distribute,
and track changes of a release into the live environment.
What are the activities of Release Management? - correct
answer 1. Design, building, and configuration
2. Release policy and planning
3. Communication, preparation, and training
Event Management, Problem Management, Access Management,
and Request Fulfillment are part of what stage of the Service
Lifecycle? - correct answer Service Operation
The Service Desk supports the provision of services that are
agreed by assuring access to the IT organization and providing a
range of support activities.
,What are the approaches of Service Desk? - correct answer 1.
Centralized Service Desk
2. Virtual Service Desk
3. Local Service Desk
In the ITIL guidance on incident management, what is one of the
key purposes of the incident management process? - correct
answer The purpose of incident management is to restore
normal service operation as quickly as possible
What will be the status of the problem if its root cause has been
successfully diagnosed? - correct answer Known Error
Which ITIL process is used to provide change proposals in order
to eliminate structural errors? - correct answer Problem
Management
Which of the following are the basic steps of Incident
Management? - correct answer 1. Incident detection and
recording
2. Treatment and analysis
3. Incident closure
Which task is a part of Proactive Problem Management? -
correct answer Analyzing trends
Which of the following are the benefits of the ISO/IEC 20000-1
standard? - correct answer 1. It can be used for an organization
that takes services of service providers and needs assurance that
its service requirements will be fulfilled
, 2. It is used to document a policy manual and determine and
maintain the necessary infrastructure in order to ensure quality
and customer property protection requirements
3. It can be used for a service provider to improve the design,
transition, delivery and improvement of services by proper
implementation and operation of the service management system
(SMS)
In what situation is CSI applicable? - correct answer The CSI
approach can be applied to the improvement of all processes
What are the challenges that differentiate services from other
systems of value creation? - correct answer 1. Intangible nature
of the output and intermediary products of service processes
2. Demand is tightly coupled with customer's assets
3. High-level of contact for producers and consumers of services
4. Perishable nature of service output and service capacity
Which IT Service delivering basic outcomes is required by one or
more customers? - correct answer Core Service
What are the three valid service provider types according to
ITIL? - correct answer 1. Internal
2. Shared services
3. Fully outsourced
What are the elements of a service's business value from the
customers' perspective? - correct answer Utility & Warranty
