WGU C846 ITIL ACTUAL EXAM SCRIPT
2026 QUESTIONS WITH COMPLETE
SOLUTIONS VERIFIED GRADED A+
⩥ ITIL Service Lifecycle.
Answer: Service Strategy-SS, Service Design-SD, Service Transition-
ST, Service Operation, Continual Service Improvement-CSI
⩥ Services.
Answer: A means of delivering value to customers by facilitating the
outcomes customers want to achieve without the ownership of specific
costs or risks. As example, taking a taxi.
⩥ Internal, External, and Supporting Services.
Answer:
⩥ Outcome.
Answer: Is the result of carrying out and activety following a process,
delivery, and IT services, etc.
⩥ IT Service.
Answer: A service provided by an IT service provider. An IT service is
made up of a combo of info tech, people, and processes.
,⩥ Internal customer facing service.
Answer: IT to Business. An IT service that directly supports a business
process managed by another business unit. Sales reports, Enterprise
resource mgt.
⩥ External customer facing service.
Answer: IT to direct external customer. IT service provided directly to
an external customer. For example, internet service provider.
⩥ Supporting Services.
Answer: IT to IT. IT Service not directly used by the business units but
is required by the IT Service provider to deliver customer facing
services. Example, backup service. Also includes IT services only used
by IT service providers.
⩥ Core Services.
Answer: Deliver the basic outcomes desired by the customer. Value that
the customer wants and willing to pay for. Example, benefits tracking.
⩥ Enabling Services.
Answer: Services that are needed in order to deliver a core service.
Example, portal to see benefits.
,⩥ Enhancing Services.
Answer: Added to core services to make more attractive to the customer.
Example, build your own fitness program
⩥ Service Package.
Answer: Collection of 2 or more services that are combined to offer a
solution to a specific type of customer need or to underpin specific
business outcomes. A service package can consist of core, enabling, and
enhanced, and other service packages.
⩥ Value of a service.
Answer: Level to which that service meets a customer expectation.
Value comes from what it enables someone to do. A service contributes
value when value is perceived to be higher than the cost of obtaining the
service. Utility+Warranty=Value
⩥ Utility.
Answer: Is the functionality offered by a product or service to meet a
particular need. Fitness for purpose. What the service does. What the
customer gets.
⩥ Warranty.
Answer: Is the assurance that a product or service will meet its agreed
requirements. May be formal SLA or contract or marketing message or
brand image. Fitness for use. How the service is delivered.
, ⩥ Service Asset.
Answer: Is any resource or capability used by a service provider to
delivery services to a customer.
⩥ Resources.
Answer: Tangible assets of an org. Is a generic term which includes IT
infrastructure, people, money, or anything else that might help to deliver
and IT service. Asset of the org.
⩥ Capabilities.
Answer: Intangible assets of an org. Is the ability of a service
organization, person, process, application, IT service or other config
item to carry out an activity,
⩥ Service Management.
Answer: Is the set of specific org capabilities for providing value to
customers in the form of services. Is the act of transforming resources
into valuable services
⩥ IT Service Management ITMS.
Answer: Is the implementation and management of quality IT services
that meet the needs of the business performed by the IT Service Provider
through an appropriate mix of people, process, and technology.
2026 QUESTIONS WITH COMPLETE
SOLUTIONS VERIFIED GRADED A+
⩥ ITIL Service Lifecycle.
Answer: Service Strategy-SS, Service Design-SD, Service Transition-
ST, Service Operation, Continual Service Improvement-CSI
⩥ Services.
Answer: A means of delivering value to customers by facilitating the
outcomes customers want to achieve without the ownership of specific
costs or risks. As example, taking a taxi.
⩥ Internal, External, and Supporting Services.
Answer:
⩥ Outcome.
Answer: Is the result of carrying out and activety following a process,
delivery, and IT services, etc.
⩥ IT Service.
Answer: A service provided by an IT service provider. An IT service is
made up of a combo of info tech, people, and processes.
,⩥ Internal customer facing service.
Answer: IT to Business. An IT service that directly supports a business
process managed by another business unit. Sales reports, Enterprise
resource mgt.
⩥ External customer facing service.
Answer: IT to direct external customer. IT service provided directly to
an external customer. For example, internet service provider.
⩥ Supporting Services.
Answer: IT to IT. IT Service not directly used by the business units but
is required by the IT Service provider to deliver customer facing
services. Example, backup service. Also includes IT services only used
by IT service providers.
⩥ Core Services.
Answer: Deliver the basic outcomes desired by the customer. Value that
the customer wants and willing to pay for. Example, benefits tracking.
⩥ Enabling Services.
Answer: Services that are needed in order to deliver a core service.
Example, portal to see benefits.
,⩥ Enhancing Services.
Answer: Added to core services to make more attractive to the customer.
Example, build your own fitness program
⩥ Service Package.
Answer: Collection of 2 or more services that are combined to offer a
solution to a specific type of customer need or to underpin specific
business outcomes. A service package can consist of core, enabling, and
enhanced, and other service packages.
⩥ Value of a service.
Answer: Level to which that service meets a customer expectation.
Value comes from what it enables someone to do. A service contributes
value when value is perceived to be higher than the cost of obtaining the
service. Utility+Warranty=Value
⩥ Utility.
Answer: Is the functionality offered by a product or service to meet a
particular need. Fitness for purpose. What the service does. What the
customer gets.
⩥ Warranty.
Answer: Is the assurance that a product or service will meet its agreed
requirements. May be formal SLA or contract or marketing message or
brand image. Fitness for use. How the service is delivered.
, ⩥ Service Asset.
Answer: Is any resource or capability used by a service provider to
delivery services to a customer.
⩥ Resources.
Answer: Tangible assets of an org. Is a generic term which includes IT
infrastructure, people, money, or anything else that might help to deliver
and IT service. Asset of the org.
⩥ Capabilities.
Answer: Intangible assets of an org. Is the ability of a service
organization, person, process, application, IT service or other config
item to carry out an activity,
⩥ Service Management.
Answer: Is the set of specific org capabilities for providing value to
customers in the form of services. Is the act of transforming resources
into valuable services
⩥ IT Service Management ITMS.
Answer: Is the implementation and management of quality IT services
that meet the needs of the business performed by the IT Service Provider
through an appropriate mix of people, process, and technology.
