Page 1 of 104
WGU D336 Business of IT Applications EXAM (2
VERSIONS) ALL 300 QUESTIONS AND CORRECT
ANSWERS LATEST UPDATE THIS YEAR
WGU D336 Business of IT Applications EXAM
QUESTION: You are in a quarterly service level management review with your supervisor. The
manager asks your supervisor if the service desk has been meeting their SLA target metrics.
Your supervisor proudly proclaims that everything is 'green' (meaning, we are meeting all of the
targets). Just then, another executive asks, "If everything is showing as 'green', why am I
hearing other users complain that the service is always unavailable for use?" What might be the
reason for this?
a. Your supervisor's data is based on operational metrics
b. Your supervisor's data is based on business metrics
c. Your supervisor's data is based on availability metrics
1
, Page 2 of 104
d. Your supervisor's data is not based on business outcomes - ANSWER-d. Your supervisor's
data is not based on business outcomes
QUESTION: When working within the 'what is the vision' step of the continual improvement
model, what must you ensure to occur?
a. The high-level direction of the initiative has been understood
b. The detailed steps of how to achieve your objectives
c. What metrics you will use to measure success
d. The current processes being used - ANSWER-a. The high-level direction of the initiative has
been understood
QUESTION: What is NOT a phase in problem management? - ANSWER-Problem classification
2
, Page 3 of 104
QUESTION: How does 'service request management' contribute to the 'improve' value chain
activity? - ANSWER-It analyzes data to identify opportunities to provide new service request
options.
QUESTION: How does 'service level management' contribute to the 'plan' value chain activity?.
a. Uses feedback from users about the service and requirements from customers to make the
service better
b. Provides information about the actual service performance and trends
c. Collects and processes feedback from customers and users
d. Collects feedback during interactions and communicates service performance objectives to
the operations and support teams - ANSWER-b. Provides information about the actual service
performance and trends
3
, Page 4 of 104
Q; What is the purpose of the 'release management' practice?
a. Moving new or changed hardware, software, documentation, processes, or any other service
component to live environments
b. Making new and changed services and features available for use
c. Ensuring that risks are properly assessed, authorizing changes to proceed and managing a
change schedule in order to maximize the number of successful IT changes
d. Supporting the agreed quality of a service by handling all pre-defined, user-initiated service
requests in an effective and user-friendly manner - ANSWER-Making new and changed services
and features available for use
QUESTION: What term best describes a service that is 'fit for purpose'?
a. Warranty
4
WGU D336 Business of IT Applications EXAM (2
VERSIONS) ALL 300 QUESTIONS AND CORRECT
ANSWERS LATEST UPDATE THIS YEAR
WGU D336 Business of IT Applications EXAM
QUESTION: You are in a quarterly service level management review with your supervisor. The
manager asks your supervisor if the service desk has been meeting their SLA target metrics.
Your supervisor proudly proclaims that everything is 'green' (meaning, we are meeting all of the
targets). Just then, another executive asks, "If everything is showing as 'green', why am I
hearing other users complain that the service is always unavailable for use?" What might be the
reason for this?
a. Your supervisor's data is based on operational metrics
b. Your supervisor's data is based on business metrics
c. Your supervisor's data is based on availability metrics
1
, Page 2 of 104
d. Your supervisor's data is not based on business outcomes - ANSWER-d. Your supervisor's
data is not based on business outcomes
QUESTION: When working within the 'what is the vision' step of the continual improvement
model, what must you ensure to occur?
a. The high-level direction of the initiative has been understood
b. The detailed steps of how to achieve your objectives
c. What metrics you will use to measure success
d. The current processes being used - ANSWER-a. The high-level direction of the initiative has
been understood
QUESTION: What is NOT a phase in problem management? - ANSWER-Problem classification
2
, Page 3 of 104
QUESTION: How does 'service request management' contribute to the 'improve' value chain
activity? - ANSWER-It analyzes data to identify opportunities to provide new service request
options.
QUESTION: How does 'service level management' contribute to the 'plan' value chain activity?.
a. Uses feedback from users about the service and requirements from customers to make the
service better
b. Provides information about the actual service performance and trends
c. Collects and processes feedback from customers and users
d. Collects feedback during interactions and communicates service performance objectives to
the operations and support teams - ANSWER-b. Provides information about the actual service
performance and trends
3
, Page 4 of 104
Q; What is the purpose of the 'release management' practice?
a. Moving new or changed hardware, software, documentation, processes, or any other service
component to live environments
b. Making new and changed services and features available for use
c. Ensuring that risks are properly assessed, authorizing changes to proceed and managing a
change schedule in order to maximize the number of successful IT changes
d. Supporting the agreed quality of a service by handling all pre-defined, user-initiated service
requests in an effective and user-friendly manner - ANSWER-Making new and changed services
and features available for use
QUESTION: What term best describes a service that is 'fit for purpose'?
a. Warranty
4
