WGU C846 COMPREHENSIVE QUESTIONS AND CORRECT
VERIFIED ANSWERS NEWEST 2026
Information Technology Infrastructure Library (ITIL) - A framework designed to standardize the
selection, planning, delivery, maintenance, and overall lifecycle of IT (information technology)
services within a business.
Service Management - A set of specialized organizational capabilities for providing VALUE to
customers in the form of SERVICES.
Value - The perceived benefits, usefulness, and importance of something.
High Level Roles in Service Management - Customer: Defines requirements for services
User: Person who uses the service
Sponsor: Authorizes budgets for services
Supplier: External partner who provides services to the org
Service - A means of enabling value co-creation by facilitating outcomes that customers want to
achieve, without the customer having to manage specific costs and risks.
Products - Configuration of resources created by the organization that will be potentially
valuable to customers
Service Offerings - A specific mix of services and products sold to a specific customer
Goods, Access to resources, Service Actions
Goods - Ownership is transferred to customer
, Access to Resources - Customer is allowed to use it. (Cloud services/rentals)
Service Actions - Things the service provider does for the customer
Output - A tangible or intangible deliverable of an activity.
Outcome - A result for a stakeholder enabled by one or more outputs.
Cost - Can be removed from the customer (part of Value Proposition) and can be imposed on
customer (price of Service Consumption)
Value Proposition - the full positioning of a brand - the full mix of benefits on which it is
positioned
Service Consumption - consists of activities performed by a service consumer to consume
services
Risk - Uncertainty of outcome. Positive (opportunity) or Negative (Hazard)
Utility - Fit for purpose. Service does what it's meant.
Warranty - Fit for use. Service does this good enough
Availability, Capacity, Continuity, Security good enough?
The customer ultimately defines these.
VERIFIED ANSWERS NEWEST 2026
Information Technology Infrastructure Library (ITIL) - A framework designed to standardize the
selection, planning, delivery, maintenance, and overall lifecycle of IT (information technology)
services within a business.
Service Management - A set of specialized organizational capabilities for providing VALUE to
customers in the form of SERVICES.
Value - The perceived benefits, usefulness, and importance of something.
High Level Roles in Service Management - Customer: Defines requirements for services
User: Person who uses the service
Sponsor: Authorizes budgets for services
Supplier: External partner who provides services to the org
Service - A means of enabling value co-creation by facilitating outcomes that customers want to
achieve, without the customer having to manage specific costs and risks.
Products - Configuration of resources created by the organization that will be potentially
valuable to customers
Service Offerings - A specific mix of services and products sold to a specific customer
Goods, Access to resources, Service Actions
Goods - Ownership is transferred to customer
, Access to Resources - Customer is allowed to use it. (Cloud services/rentals)
Service Actions - Things the service provider does for the customer
Output - A tangible or intangible deliverable of an activity.
Outcome - A result for a stakeholder enabled by one or more outputs.
Cost - Can be removed from the customer (part of Value Proposition) and can be imposed on
customer (price of Service Consumption)
Value Proposition - the full positioning of a brand - the full mix of benefits on which it is
positioned
Service Consumption - consists of activities performed by a service consumer to consume
services
Risk - Uncertainty of outcome. Positive (opportunity) or Negative (Hazard)
Utility - Fit for purpose. Service does what it's meant.
Warranty - Fit for use. Service does this good enough
Availability, Capacity, Continuity, Security good enough?
The customer ultimately defines these.
