WGU C846 ITIL| 117 questions| WITH
COMPLETE SOLUTION
Course
C846
1. What is the primary goal of ITIL Service Management?
A. To implement IT systems quickly
B. To align IT services with business needs
C. To eliminate the need for IT governance
D. To increase IT costs for better service delivery
✅ Correct Answer: B. To align IT services with business needs
💡 Explanation:
ITIL Service Management ensures IT services support business objectives, improve
efficiency, and provide value to customers.
2. What are the four dimensions of service management in ITIL 4?
A. People, Processes, Products, Partners
B. Organizations & People, Information & Technology, Partners & Suppliers, Value
Streams & Processes
,C. Strategy, Design, Transition, Operation
D. Service Strategy, Service Design, Service Transition, Service Operation
✅ Correct Answer: B. Organizations & People, Information & Technology, Partners &
Suppliers, Value Streams & Processes
💡 Explanation:
These four dimensions ensure a holistic approach to managing and delivering effective IT
services.
3. What is the purpose of the ITIL Service Value System (SVS)?
A. To standardize all IT operations
B. To create a framework for value co-creation
C. To eliminate service disruptions
D. To enforce strict IT policies
✅ Correct Answer: B. To create a framework for value co-creation
💡 Explanation:
The SVS integrates governance, guiding principles, and practices to ensure continuous value
delivery.
,4. Which ITIL practice focuses on identifying and addressing the root cause of
recurring issues?
A. Incident Management
B. Change Enablement
C. Problem Management
D. Service Level Management
✅ Correct Answer: C. Problem Management
💡 Explanation:
Problem Management identifies underlying causes of incidents, reducing future disruptions.
5. In ITIL 4, what is the purpose of the ‘Service Request Management’ practice?
A. To investigate major outages
B. To handle user requests for standard services
C. To manage IT policies
D. To track IT expenditures
✅ Correct Answer: B. To handle user requests for standard services
💡 Explanation:
Service Request Management focuses on handling common, low-risk user requests, such as
password resets or software installations.
, 6. What is the purpose of ITIL Change Enablement?
A. To ensure that all changes are prevented
B. To ensure changes are implemented with minimal risk and disruption
C. To track the financial cost of IT services
D. To eliminate the need for IT service desks
✅ Correct Answer: B. To ensure changes are implemented with minimal risk and
disruption
💡 Explanation:
Change Enablement (formerly Change Management) ensures controlled, efficient changes to
minimize negative impacts on IT services.
7. What is an example of a Workaround in ITIL Problem Management?
A. Restarting a crashed server to restore services while investigating the root cause
B. Deploying a permanent fix for a security vulnerability
C. Implementing a major infrastructure upgrade
D. Preventing unauthorized system access
✅ Correct Answer: A. Restarting a crashed server to restore services while investigating
the root cause
COMPLETE SOLUTION
Course
C846
1. What is the primary goal of ITIL Service Management?
A. To implement IT systems quickly
B. To align IT services with business needs
C. To eliminate the need for IT governance
D. To increase IT costs for better service delivery
✅ Correct Answer: B. To align IT services with business needs
💡 Explanation:
ITIL Service Management ensures IT services support business objectives, improve
efficiency, and provide value to customers.
2. What are the four dimensions of service management in ITIL 4?
A. People, Processes, Products, Partners
B. Organizations & People, Information & Technology, Partners & Suppliers, Value
Streams & Processes
,C. Strategy, Design, Transition, Operation
D. Service Strategy, Service Design, Service Transition, Service Operation
✅ Correct Answer: B. Organizations & People, Information & Technology, Partners &
Suppliers, Value Streams & Processes
💡 Explanation:
These four dimensions ensure a holistic approach to managing and delivering effective IT
services.
3. What is the purpose of the ITIL Service Value System (SVS)?
A. To standardize all IT operations
B. To create a framework for value co-creation
C. To eliminate service disruptions
D. To enforce strict IT policies
✅ Correct Answer: B. To create a framework for value co-creation
💡 Explanation:
The SVS integrates governance, guiding principles, and practices to ensure continuous value
delivery.
,4. Which ITIL practice focuses on identifying and addressing the root cause of
recurring issues?
A. Incident Management
B. Change Enablement
C. Problem Management
D. Service Level Management
✅ Correct Answer: C. Problem Management
💡 Explanation:
Problem Management identifies underlying causes of incidents, reducing future disruptions.
5. In ITIL 4, what is the purpose of the ‘Service Request Management’ practice?
A. To investigate major outages
B. To handle user requests for standard services
C. To manage IT policies
D. To track IT expenditures
✅ Correct Answer: B. To handle user requests for standard services
💡 Explanation:
Service Request Management focuses on handling common, low-risk user requests, such as
password resets or software installations.
, 6. What is the purpose of ITIL Change Enablement?
A. To ensure that all changes are prevented
B. To ensure changes are implemented with minimal risk and disruption
C. To track the financial cost of IT services
D. To eliminate the need for IT service desks
✅ Correct Answer: B. To ensure changes are implemented with minimal risk and
disruption
💡 Explanation:
Change Enablement (formerly Change Management) ensures controlled, efficient changes to
minimize negative impacts on IT services.
7. What is an example of a Workaround in ITIL Problem Management?
A. Restarting a crashed server to restore services while investigating the root cause
B. Deploying a permanent fix for a security vulnerability
C. Implementing a major infrastructure upgrade
D. Preventing unauthorized system access
✅ Correct Answer: A. Restarting a crashed server to restore services while investigating
the root cause
