WGU C846 - ITIL v4 Questions and
Answers 100% Pass
Output ✔✔A tangible or intangible deliverable of an activity.
Change Control (Change Enablement) ✔✔Maximize the number of successful
IT changes by ensuring that risk
...
WGU C846 - ITIL v4 Questions and
Answers 100% Pass
Output ✔✔A tangible or intangible deliverable of an activity.
Change Control (Change Enablement) ✔✔Maximize the number of successful
IT changes by ensuring that risks have been properly assessed, authorizing changes
to proceed, and managing the change schedule.
Deployment Management ✔✔To move new or changed hardware, software, documentation,
processes, or any other component to live environments.
Configuration Item ✔✔CI - Any component that needs to be managed in order to deliver an IT
service.
Service Configuration Management ✔✔To ensure that accurate
and reliable information about the configuration of services, and the CIs that support
them, is available when and where it is needed.
Release Management ✔✔To make new and changed services and features available for use.
Monitoring and Event Management ✔✔To systematically observe a service or service
component, and record and report selected changes of state identified as events.
IT Asset ✔✔Any valuable component that can contribute the delivery of an IT product or
service.
IT Asset Management ✔✔To plan and manage the full lifecycle of all IT assets, to help the
organization.
Problem ✔✔A cause, or potential cause, or one or more incidents.
Types of Service Desks ✔✔Local, Centralized, Virtual, and Follow the Sun
Service Desk Practice ✔✔To capture demand for incident resolution and service requests. It
should also be the entry/single point of contact for the service provider with all of its users.
Problem Management Practice ✔✔To reduce the likelihood and impact of incidents by
identifying actual and potential causes of incidents, and managing workarounds and known
errors.
Partners and Suppliers ✔✔Incorporates contracts and other agreements between the organization
and its partners or suppliers.
ITIL (Information Technology Infrastructure Library) ✔✔A good-practice guidance applicable
to all types of organizations that provide services to businesses.
ITIL Guiding Principles ✔✔Help to guide organizational decisions and actions and ensure a
shared understanding and unified approach to ITSM throughout the organization.
SVS ✔✔Service Value System - Describes how the components and activities of an organization
interact to create value through IT-enabled services.
ITIL Service Value Chain ✔✔A flexible model for the creation, delivery, and continual
improvement of services.
Cost ✔✔The amount of money spent on a specific activity or resource.
Organization ✔✔A person or group with its internal functions, and with its own set of
responsibilities, authorities, and relationships necessary to achieve its objectives.
Outcome ✔✔A result as perceived by a stakeholder - that is enable by one or more outputs.
Risk ✔✔A tangible or intangible deliverable of an activity.
Service ✔✔A means of enabling value co-creation by facilitating outcomes desirable to
customers - without their having to manage cost and risk.
Service Management ✔✔A set of specialized organizational capabilities for enabling value for
customers in the form of services.
Service Offering ✔✔A formal description of one of more services designed to address the needs
of its target consumer, and include goods, access to resources, and service actions.
Sponsor ✔✔The person authorizing the budget for the consumed service.
Utility ✔✔A functionality offered by a product or service to meet a particular need.
Value ✔✔The perceived benefits, usefulness, and importance of something.
Warranty ✔✔An assurance that a product or service meets agreed-upon requirements.
Process ✔✔A set of interrelated or interacting activities that transform inputs into outputs.
Value Stream ✔✔A series of steps undertaken by an organization to create and deliver products
and services to consumers.
Guiding Principle ✔✔A recommendation that guides an organization in all circumstances,
regardless of changes in its goals, strategies, type of work, or management structure.
6 Value Chain Activities ✔✔Plan, Improve, Design and Transition, Deliver and Support,
Obtain/Build, and Engage.
Asset ✔✔Any financially valuable component that can contribute to the delivery of an IT
product or service.
Change ✔✔The addition, modification, or removal of anything that could have direct or indirect
effect on services.
Event ✔✔Any change of state that has significance for the management of a service or other CI
(configuration item).
Incident ✔✔An unplanned interruption to a service or reduction in the quality of service.
Information Security Management Practice ✔✔Protects the information needed by organization
to conduct its business.
Known Error ✔✔A problem that's been analyzed but not resolved.
Relationship Management Practice ✔✔Establishes and nurtures the links between the
organization and its stakeholders at strategic and tactical levels.
Service Desk Practice ✔✔Captures demand for incident resolution and service requests.
Service Request Management Practice ✔✔Supports the agreed quality of service by handling all
predefined, user-initiated service requests in an effective and user-friendly manner.
Service Level Agreement (SLA) ✔✔A documented agreement between a service provider and a
customer that identifies both services required and the expected level of service.
Workaround ✔✔A solution that reduces or eliminates the impact of an incident or problem for
which a full resolution is not yet available.
Incident Management Practice ✔✔To minimize the negative impact of incidents by restoring
normal service operation as quickly as possible.
Continual Improvement Process ✔✔Align the organization's practices and services with
changing business needs through the ongoing identification and improvement of services, service
components, practices or any element involved in the efficient and effective management of
products and services.
Supplier Management Practice ✔✔Ensures that the organization's suppliers and their
performance are managed appropriately to support the seamless provision of quality products,
services, and components.
Service Level Management Practice ✔✔Set clear business-based
targets for service performance, so that the delivery of a service can be properly
assessed, monitored and managed against these targets.
Plan ✔✔Ensures a shared understanding of the vision, current status, and improvement direction
for all four dimensions of service management, and all products and services throughout the
organization.
Obtain/Build ✔✔Ensures that service components are available when and where they are
needed, and that they meet agreed specifications.
Design and Transition ✔✔Ensures that products and services continually meet stakeholder
expectations for quality, cost, and time to market.
Engage ✔✔Provide a good understanding of stakeholder needs, transparency, and continual
engagement and good relationships with all stakeholders.
Improve ✔✔Ensures continual improvement of products, services, and practices across all value
chain activities and the four dimensions of service management.
Value Streams and Processes ✔✔Focuses on how the organization ensures that it's enabling
value creation for all stakeholders efficiently and effectively.
Deliver and Support ✔✔Ensures that services are delivered and supported according to agreed
specifications and stakeholders' expectations.
Organizations and People ✔✔Includes the elements such as roles and responsibilities, formal
organizational structure, culture, and staffing and competencies, all of which are related to the
creation, delivery, and ongoing improvement of service.
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