WGU D336 Business of IT – Applications
(2025/2026) UPDATE|EXAM QUESTIONS
WITH MULTIPLE CHOICES |VERIFIED &
REVISED ANSWERS (NEW)!!
Whatvisvthevpurposevofvthev'releasevmanagement'vpractice?
a.vMovingvnewvorvchangedvhardware,vsoftware,vdocumentation,vprocesses,vorvanyvothervservicevc
omponentvtovlivevenvironments
b.vMakingvnewvandvchangedvservicesvandvfeaturesvavailablevforvuse
c.vEnsuringvthatvrisksvarevproperlyvassessed,vauthorizingvchangesvtovproceedvandvmanagingvavchan
gevschedulevinvordervtovmaximizevthevnumbervofvsuccessfulvITvchanges
d.vSupportingvthevagreedvqualityvofvavservicevbyvhandlingvallvpre-defined,vuser-
initiatedvservicevrequestsvinvanveffectivevandvuser-friendlyvmannerv-vcorrect-answersv-
Makingvnewvandvchangedvservicesvandvfeaturesvavailablevforvuse
Whatvtermvbestvdescribesvavservicevthatvisv'fitvforvpurpose'?
,a.vWarranty
b.vOutput
c.vUtility
d.vOutcomesv-vcorrect-answersv-Utility
Youvarevinvavquarterlyvservicevlevelvmanagementvreviewvwithvyourvsupervisor.vThevmanagervasksvy
ourvsupervisorvifvthevservicevdeskvhasvbeenvmeetingvtheirvSLAvtargetvmetrics.vYourvsupervisorvprou
dlyvproclaimsvthatveverythingvisv'green'v(meaning,vwevarevmeetingvallvofvthevtargets).vJustvthen,van
othervexecutivevasks,v"Ifveverythingvisvshowingvasv'green',vwhyvamvIvhearingvothervusersvcomplainvt
hatvthevservicevisvalwaysvunavailablevforvuse?"vWhatvmightvbevthevreasonvforvthis?
a.vYourvsupervisor'svdatavisvbasedvonvoperationalvmetrics
b.vYourvsupervisor'svdatavisvbasedvonvbusinessvmetrics
c.vYourvsupervisor'svdatavisvbasedvonvavailabilityvmetrics
d.vYourvsupervisor'svdatavisvnotvbasedvonvbusinessvoutcomesv-vcorrect-answersv-
d.vYourvsupervisor'svdatavisvnotvbasedvonvbusinessvoutcomes
Whenvworkingvwithinvthev'whatvisvthevvision'vstepvofvthevcontinualvimprovementvmodel,vwhatvmu
stvyouvensurevtovoccur?
a.vThevhigh-levelvdirectionvofvthevinitiativevhasvbeenvunderstood
,b.vThevdetailedvstepsvofvhowvtovachievevyourvobjectives
c.vWhatvmetricsvyouvwillvusevtovmeasurevsuccess
d.vThevcurrentvprocessesvbeingvusedv-vcorrect-answersv-a.vThevhigh-
levelvdirectionvofvthevinitiativevhasvbeenvunderstood
WhatvisvNOTvavphasevinvproblemvmanagement?v-vcorrect-answersv-Problemvclassification
Howvdoesv'servicevrequestvmanagement'vcontributevtovthev'improve'vvaluevchainvactivity?v-
vcorrect-answersv-
Itvanalyzesvdatavtovidentifyvopportunitiesvtovprovidevnewvservicevrequestvoptions.
Howvdoesv'servicevlevelvmanagement'vcontributevtovthev'plan'vvaluevchainvactivity?.
a.vUsesvfeedbackvfromvusersvaboutvthevservicevandvrequirementsvfromvcustomersvtovmakevthevser
vicevbetter
b.vProvidesvinformationvaboutvthevactualvservicevperformancevandvtrends
c.vCollectsvandvprocessesvfeedbackvfromvcustomersvandvusers
d.vCollectsvfeedbackvduringvinteractionsvandvcommunicatesvservicevperformancevobjectivesvtovthe
voperationsvandvsupportvteamsv-vcorrect-answersv-
b.vProvidesvinformationvaboutvthevactualvservicevperformancevandvtrends
Whatvisvthevdefinitionvofvavservice?
, a.vThevmeansvbyvwhichvanvorganizationvisvdirectedvandvcontrolled
b.vAvsetvofvspecializedvorganizationalvcapabilitiesvforvenablingvvaluevtovcustomers
c.vAvmethodvforvvisualizingvwork,videntifyingvpotentialvblockagesvandvresourcevconflicts,vandvmana
gingvworkvinvprogress
d.vAvmeansvofvenablingvvaluevco-
creationvbyvfacilitatingvoutcomesvthatvcustomersvwantvtovachieve,vwithoutvthevcustomervhavingvto
vmanagevspecificvcostsvandvrisksv-vcorrect-answersv-d.vAvmeansvofvenablingvvaluevco-
creationvbyvfacilitatingvoutcomesvthatvcustomersvwantvtovachieve,vwithoutvthevcustomervhavingvto
vmanagevspecificvcostsvandvrisks
Thev[?]visvthevpracticevofvcapturingvdemandvforvincidentvresolutionvandvservicevrequests.
a.vIncidentvmanagement
b.vServicevlevelvmanagement
c.vServicevrequestvmanagement
d.vServicevdeskv-vcorrect-answersv-d.vServicevdesk
Whichvguidingvprinciplevisvmostvaffectedvbyvthevcustomervexperiencev(CX)?
a.vProgressviterativelyvwithvfeedback
(2025/2026) UPDATE|EXAM QUESTIONS
WITH MULTIPLE CHOICES |VERIFIED &
REVISED ANSWERS (NEW)!!
Whatvisvthevpurposevofvthev'releasevmanagement'vpractice?
a.vMovingvnewvorvchangedvhardware,vsoftware,vdocumentation,vprocesses,vorvanyvothervservicevc
omponentvtovlivevenvironments
b.vMakingvnewvandvchangedvservicesvandvfeaturesvavailablevforvuse
c.vEnsuringvthatvrisksvarevproperlyvassessed,vauthorizingvchangesvtovproceedvandvmanagingvavchan
gevschedulevinvordervtovmaximizevthevnumbervofvsuccessfulvITvchanges
d.vSupportingvthevagreedvqualityvofvavservicevbyvhandlingvallvpre-defined,vuser-
initiatedvservicevrequestsvinvanveffectivevandvuser-friendlyvmannerv-vcorrect-answersv-
Makingvnewvandvchangedvservicesvandvfeaturesvavailablevforvuse
Whatvtermvbestvdescribesvavservicevthatvisv'fitvforvpurpose'?
,a.vWarranty
b.vOutput
c.vUtility
d.vOutcomesv-vcorrect-answersv-Utility
Youvarevinvavquarterlyvservicevlevelvmanagementvreviewvwithvyourvsupervisor.vThevmanagervasksvy
ourvsupervisorvifvthevservicevdeskvhasvbeenvmeetingvtheirvSLAvtargetvmetrics.vYourvsupervisorvprou
dlyvproclaimsvthatveverythingvisv'green'v(meaning,vwevarevmeetingvallvofvthevtargets).vJustvthen,van
othervexecutivevasks,v"Ifveverythingvisvshowingvasv'green',vwhyvamvIvhearingvothervusersvcomplainvt
hatvthevservicevisvalwaysvunavailablevforvuse?"vWhatvmightvbevthevreasonvforvthis?
a.vYourvsupervisor'svdatavisvbasedvonvoperationalvmetrics
b.vYourvsupervisor'svdatavisvbasedvonvbusinessvmetrics
c.vYourvsupervisor'svdatavisvbasedvonvavailabilityvmetrics
d.vYourvsupervisor'svdatavisvnotvbasedvonvbusinessvoutcomesv-vcorrect-answersv-
d.vYourvsupervisor'svdatavisvnotvbasedvonvbusinessvoutcomes
Whenvworkingvwithinvthev'whatvisvthevvision'vstepvofvthevcontinualvimprovementvmodel,vwhatvmu
stvyouvensurevtovoccur?
a.vThevhigh-levelvdirectionvofvthevinitiativevhasvbeenvunderstood
,b.vThevdetailedvstepsvofvhowvtovachievevyourvobjectives
c.vWhatvmetricsvyouvwillvusevtovmeasurevsuccess
d.vThevcurrentvprocessesvbeingvusedv-vcorrect-answersv-a.vThevhigh-
levelvdirectionvofvthevinitiativevhasvbeenvunderstood
WhatvisvNOTvavphasevinvproblemvmanagement?v-vcorrect-answersv-Problemvclassification
Howvdoesv'servicevrequestvmanagement'vcontributevtovthev'improve'vvaluevchainvactivity?v-
vcorrect-answersv-
Itvanalyzesvdatavtovidentifyvopportunitiesvtovprovidevnewvservicevrequestvoptions.
Howvdoesv'servicevlevelvmanagement'vcontributevtovthev'plan'vvaluevchainvactivity?.
a.vUsesvfeedbackvfromvusersvaboutvthevservicevandvrequirementsvfromvcustomersvtovmakevthevser
vicevbetter
b.vProvidesvinformationvaboutvthevactualvservicevperformancevandvtrends
c.vCollectsvandvprocessesvfeedbackvfromvcustomersvandvusers
d.vCollectsvfeedbackvduringvinteractionsvandvcommunicatesvservicevperformancevobjectivesvtovthe
voperationsvandvsupportvteamsv-vcorrect-answersv-
b.vProvidesvinformationvaboutvthevactualvservicevperformancevandvtrends
Whatvisvthevdefinitionvofvavservice?
, a.vThevmeansvbyvwhichvanvorganizationvisvdirectedvandvcontrolled
b.vAvsetvofvspecializedvorganizationalvcapabilitiesvforvenablingvvaluevtovcustomers
c.vAvmethodvforvvisualizingvwork,videntifyingvpotentialvblockagesvandvresourcevconflicts,vandvmana
gingvworkvinvprogress
d.vAvmeansvofvenablingvvaluevco-
creationvbyvfacilitatingvoutcomesvthatvcustomersvwantvtovachieve,vwithoutvthevcustomervhavingvto
vmanagevspecificvcostsvandvrisksv-vcorrect-answersv-d.vAvmeansvofvenablingvvaluevco-
creationvbyvfacilitatingvoutcomesvthatvcustomersvwantvtovachieve,vwithoutvthevcustomervhavingvto
vmanagevspecificvcostsvandvrisks
Thev[?]visvthevpracticevofvcapturingvdemandvforvincidentvresolutionvandvservicevrequests.
a.vIncidentvmanagement
b.vServicevlevelvmanagement
c.vServicevrequestvmanagement
d.vServicevdeskv-vcorrect-answersv-d.vServicevdesk
Whichvguidingvprinciplevisvmostvaffectedvbyvthevcustomervexperiencev(CX)?
a.vProgressviterativelyvwithvfeedback
