WGU C846: Post Assessment Questions and Answers Graded A

WGU C846: Post Assessment Questions and Answers Graded A What are the purposes of error control? Each correct answer represents a complete solution. Choose all that apply. A) To identify faulty components B) To reas ...

WGU C846: Post Assessment Questions and Answers Graded A What are the purposes of error control? Each correct answer represents a complete solution. Choose all that apply. A) To identify faulty components B) To reassess the status of known errors that have not been resolved C) To identify and prioritize infrastructure, services, business processes, and information security events D) To manage known errors ✔✔To identify fault components To reassess the status of known errors that have not been resolved To manage known errors What is the function of all activities in the service value chain? A) To start with an uncomplicated approach and then carefully add controls, activities, or metrics when they're truly needed B) To transform inputs into outputs C) To increase the likelihood that ITSM initiatives will be successful D) To maintain alignment through a clear set of shared principles and objectives ✔✔To transform inputs into outputs Which of the following are the sources of information analysis for service-level management? Each correct answer represents a complete solution. Choose all that apply. A) Business metrics B) IT asset management C) Operational metrics D) Customer feedback ✔✔Business metrics Operational metrics Customer feedback Which of the following are the customer-service skills required for service-desk personnel? Each correct answer represents a complete solution. Choose all that apply. A) Effective communication B) Emotional intelligence C) Incident analysis and prioritization D) Business liaison ✔✔Effective communication Emotional intelligence Incident analysis and prioritization Select the answer that best completes the following statement. Opportunity and demand trigger activities within the ITIL SVS that lead to: A) a shared culture throughout the organization. B) organizational silos. C) the creation of value. D) organizational agility and resilience. ✔✔the creation of value. Ensuring continual improvement of products, services, and practices across all value chain activities is the key purpose of what value chain activity? A) Deliver and support B) Obtain/build C) Design and transition D) Improve ✔✔Improve What is the definition of an event? A) Any financially valuable component that can contribute to the delivery of an IT product or service B) The external conditions that influence or affect something. C) An unplanned interruption to a service or reduction in the quality of service. D) Any change of state that's significant to the management of a service or other configuration item. ✔✔Any change of state that's significant to the management of a service or other configuration item. Requirements and specifications for obtain/build, contract and agreement requirements for engage, knowledge and information about new and changed products and services from obtain/build, and performance information and improvement opportunities for improve are the key outputs of what value chain activity? A) Deliver and support B) Design and transition C) Plan D) Engage ✔✔Design and transition During what step of the continual improvement model should organizational change management and knowledge management practices be used to embed the changes in the organization and ensure that the improvements and changed behaviors are not at risk of reversion? A) Did we get there? B) How do we keep the momentum going? C) Where are we now? D) Take action. ✔✔How do we keep the momentum going? What specific area of the information and technology dimension takes into account criteria such as the availability, reliability, accessibility, timeliness, accuracy, and relevance of the information provided to users and exchanged between services? A) Information architecture B) Information engagement C) Strategic focus D) Workflow management system ✔✔Information architecture What is the term for a version of a service or other CI—or a collection of CIs—that's made available for use? A) Release B) Service request C) Deployment D) Utility ✔✔Release The four dimensions are constrained or influenced by external factors. These external considerations include which of the following factors? Each correct answer represents a complete solution. Choose all that apply. A) Social B) Technological C) Operational D) Political ✔✔Social Technological Political The ______________ is the functionality offered by a product or service to meet a particular need. The ______________ is an assurance that a product or service meets agreed-upon requirements. A) utility; warranty B) service value chain; governance C) cost; risk D) output; outcome ✔✔utility; warranty Which of the following statements about problems and/or incidents is not true? A) Problems are the causes of incidents. B) Problem management involves three distinct phases. C) Problems require investigation and analysis to identify the causes. D) Problems and incidents are managed in similar ways. ✔✔Problems and incidents are managed in similar ways. An organization should design which practice to provide appropriate management and resource allocation to different types of unplanned interruptions to service? A) Incident management B) Monitoring and event management C) Availability management D) Capacity and performance management ✔✔Incident management Service performance depends on service ____________, which is defined as the maximum throughput that a configuration item or service can deliver. A) performance B) capacity C) design D) throughput ✔✔capacity A key element of the where are we now? step is: A) defining the vision of the initiative. B) assessing the current state. C) determining the destination. D) confirming and validating the destination. ✔✔assessing the current state. Which of the following is not a potential benefit of using automation? A) Reducing human error B) Improving employee experience C) Identification of bottlenecks, as well as excess capacity D) Saving organization costs ✔✔Identification of bottlenecks, as well as excess capacity In the context of the SVS, the value streams and processes dimension focuses on: A) how information is exchanged between different services and service components. B) the design, development, deployment, delivery, support, and continual improvement of services. C) the activities undertaken by the organization and how they're organized. D) roles and responsibilities, formal organizational structure, culture, and staffing and competencies. ✔✔the activities undertaken by the organization and how they're organized. Which value chain activity supports continual improvement? A) Engage B) Plan C) Deliver and continue D) Improve ✔✔Improve Working in a time-boxed, iterative manner with feedback loops embedded into the process allows for which of the following? Each correct answer represents a complete solution. Choose all that apply. A) Starting with an uncomplicated approach and then carefully adding controls when they're truly needed B) Faster responses to customer and business needs C) Overall improvement in quality D) Ability to discover and respond to failure earlier and more quickly ✔✔Faster responses to customer and business needs Overall improvement in quality Ability to discover and respond to failure earlier and more quickly In which step of the continual improvement model is the plan for improvement implemented? A) Where do we want to be? B) How do we get there? C) Take action. D) How do we keep the momentum going? ✔✔Take action. Which of the following statements regarding service request management is not true? A) It is dependent on well-designed processes and procedures operationalized through tracking and automation tools to maximize the efficiency of the practice. B) When new service requests are added to the service catalog, existing workflow models should be leveraged whenever possible. C) Different types of service requests require different fulfillment workflows, but both efficiency and maintainability will be improved if a limited number of workflow models are identified. D) It identifies metrics and measures that are a truthful reflection of the customer's actual experience and level of satisfaction with the whole service. ✔✔It identifies metrics and measures that are a truthful reflection of the customer's actual experience and level of satisfaction with the whole service. What is the term for a possible event that could cause harm or loss, or make the achievement of objectives more difficult? A) Output B) Incident C) Outcome D) Risk ✔✔Risk Choose the answer that best completes the following statement. Insufficient visibility of work leads to poor decision-making, which in turn impacts: A) value from the customer's perspective. B) the organization's ability to improve its internal capabilities. C) the use of automation. D) the combination of iteration and feedback. ✔✔the organization's ability to improve its internal capabilities. Which of the following statements about outcomes is not true? A) It's important that the service provider do all that's necessary to fully understand the consumer's needs and expectations. B) Some service providers create (or at least predict) demand for certain outcomes, thus forming a specific target for their services. C) An outcome is a tangible or intangible deliverable of an activity. D) The levels of frankness and mutual understanding between the service provider and consumer go a long way in determining how well (or poorly) the service provider understands the consumer's desired outcomes. ✔✔An outcome is a tangible or intangible deliverable of an activity. What is ITIL? A) It is a set of interconnected activities an organization performs to deliver a valuable product/service to its consumers and to facilitate the realization of value. B) It is a service management framework that offers good-practice guidance applicable to all types of organizations that provide services to business. C) It describes how the components and activities of an organization interact to create value through IT-enabled services. D) It is a flexible model for the creation, delivery, and continual improvement of services. It has evolved to ensure a holistic approach to service management. ✔✔It is a service management framework that offers good-practice guidance applicable to all types of organizations that provide services to business. What are the activities of governance? Each correct answer represents a complete solution. Choose all that apply. A) Evaluates the organization on a regular basis as stakeholders' needs and external circumstances evolve B) Recognizes system complexity, ensures collaboration, and looks for patterns C) Monitors the performance of the organization and its practices, products, and services D) Assigns responsibility for and directs the preparation and implementation of organizational strategy and policies ✔✔Evaluates the organization on a regular basis as stakeholders' needs and external circumstances evolve Monitors the performance of the organization and its practices, products, and services Assigns responsibility for and directs the preparation and implementation of organizational strategy and policies Which of the following is not a true statement related to continual improvement in an organization? A) People in the highest levels of the organization must take responsibility for embedding continual improvement into the way that people think and work. B) Everyone must understand that active participation in continual improvement activities is a core part of their job. C) Staff who have been trained well and pay attention to information security policies and other controls can help to detect, prevent, and correct information security incidents. D) When third-party suppliers serve as part of the service landscape, they should also be part of the improvement effort. ✔✔Staff who have been trained well and pay attention to information security policies and other controls can help to detect, prevent, and correct information security incidents. The requirements for configuration management must be based on which of the following? Each correct answer represents a complete solution. Choose all that apply. A) Maintaining large amounts of detailed information B) The value that the information creates C) How configuration management contributes to value creation D) An understanding of the organization's goals ✔✔The value that the information creates How configuration management contributes to value creation An understanding of the organization's goals The purpose of which practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels? A) Continual improvement B) Change control C) Supplier management D) Relationship management ✔✔Relationship management When is it important for an organization to focus on value? A) When determining whom to collaborate with B) During normal operations, as well as during improvement activities C) When investigating problems or defects in products or services D) When assessing the relevance of measurement ✔✔During normal operations, as well as during improvement activities Which of the following is not a consideration regarding customers' views on availability? A) At what point is slow performance bad enough to render the service unusable? B) When must the service be available, and when can the service provider carry out the necessary repairs/maintenance? C) Can the customer be assured that the product/service meets agreed-upon requirements? D) Which vital business functions are affected by different application failures? ✔✔Can the customer be assured that the product/service meets agreed-upon requirements? In ITIL, what is the term for a set of organizational resources designed for performing work or accomplishing an objective? A) Management practice B) Deployment management C) DevOps D) Development environment ✔✔Management practice Which of the following is a storage-based system for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction? A) Value stream B) Governance C) Cloud computing D) Operational technology ✔✔Cloud computing Choose the answer that best completes the following statement. When analyzing a practice, process, service, metric, or another improvement target, always: A) ask whether it contributes to value creation. B) focus on value during normal operations as well as during improvement activities. C) determine whom to collaborate with. D) recognize that sometimes nothing from the current state can be reused. ✔✔ask whether it contributes to value creation. Which of the following is not a business-oriented measurement of availability management? A) Feature flags B) User outage minutes C) Number of lost transactions D) User satisfaction ✔✔Feature flags ___________changes must be scheduled, assessed, and authorized following a process. A) Release B) Emergency C) Normal D) Standard ✔✔Normal Which guiding principle advises not to attempt everything at once? A) Optimize and automate B) Start where you are C) Collaborate and promote visibility D) Progress iteratively with feedback ✔✔Progress iteratively with feedback As opposed to incident management, which practice focuses on disasters? A) Service continuity management B) Change control C) Problem management D) Monitoring and event management ✔✔Service continuity management\