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Wgu ITIL V4 Questions and Verified Answers
Governance
Ans: Enables the organization to maintain the alignment of its operations
with the strategic direction determined by its governing body.
ITIL (Information Technology Infrastructure Library)
Ans: A good-practice guidance applicable to all types of organizations that
provide services to businesses.
ITIL framework
Ans: A source of good practice in service management.
ITIL guiding principles
Ans: Help to guide organizational decisions and actions and ensure a
shared understanding and unified approach to ITSM throughout the
organization.
ITIL practices
Ans: Enhance the flexibility of the service value chain by supporting
multiple chain activities
SVS (service value system)
Ans: Describes how the components and activities of an organization
interact to create value through IT-enabled services.
The ITIL service value chain
Ans: A flexible model for the creation, delivery, and continual improvement
of services.
cost
Ans: The amount of money spent on a specific activity or resource.
organization
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Ans: A person or group with its internal functions, and with its own set of
responsibilities, authorities, and relationships necessary to achieve its
objectives.
Outcome
Ans: A result as perceived by a stakeholder—that is enabled by one or more
outputs.
Output
Ans: A tangible or intangible deliverable of an activity.
Risk
Ans: A possible event that could cause harm or loss, or make the
achievement of objectives more difficult.
Service
Ans: A means of enabling value co-creation by facilitating outcomes
desirable to customers—without their having to manage cost and risk.
service consumer
Ans: A generic role an organization takes on when it receives services.
Service management
Ans: A set of specialized organizational capabilities for enabling value for
customers in the form of services.
Service offering
Ans: 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.
Sponsor
Ans: The person authorizing the budget for the consumed service.
Utility
Ans: A functionality offered by a product or service to meet a particular
need.
Wgu ITIL V4 Questions and Verified Answers
Governance
Ans: Enables the organization to maintain the alignment of its operations
with the strategic direction determined by its governing body.
ITIL (Information Technology Infrastructure Library)
Ans: A good-practice guidance applicable to all types of organizations that
provide services to businesses.
ITIL framework
Ans: A source of good practice in service management.
ITIL guiding principles
Ans: Help to guide organizational decisions and actions and ensure a
shared understanding and unified approach to ITSM throughout the
organization.
ITIL practices
Ans: Enhance the flexibility of the service value chain by supporting
multiple chain activities
SVS (service value system)
Ans: Describes how the components and activities of an organization
interact to create value through IT-enabled services.
The ITIL service value chain
Ans: A flexible model for the creation, delivery, and continual improvement
of services.
cost
Ans: The amount of money spent on a specific activity or resource.
organization
, Page | 2
Ans: A person or group with its internal functions, and with its own set of
responsibilities, authorities, and relationships necessary to achieve its
objectives.
Outcome
Ans: A result as perceived by a stakeholder—that is enabled by one or more
outputs.
Output
Ans: A tangible or intangible deliverable of an activity.
Risk
Ans: A possible event that could cause harm or loss, or make the
achievement of objectives more difficult.
Service
Ans: A means of enabling value co-creation by facilitating outcomes
desirable to customers—without their having to manage cost and risk.
service consumer
Ans: A generic role an organization takes on when it receives services.
Service management
Ans: A set of specialized organizational capabilities for enabling value for
customers in the form of services.
Service offering
Ans: 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.
Sponsor
Ans: The person authorizing the budget for the consumed service.
Utility
Ans: A functionality offered by a product or service to meet a particular
need.
