WGU C846 ITIL FINAL PAPER 2026 FULL
QUESTIONS AND CORRECT ANSWERS
EXPERT REVIEW GRADED A+
⩥ Reliability.
Answer: A measure of how long an IT service or other configuration
item can perform its agreed function without interruption. Usually
measured as MTBF or MTBSI. The term can also be used to state how
likely it is that a process, function etc. will deliver its required outputs.
⩥ Maintainability.
Answer: A measure of how quickly and effectively an IT service or other
configuration item can be restored to normal working after a failure.
Maintainability is often measured and reported as MTRS.
Maintainability is also used in the context of software or IT service
development to mean ability to be changed or repaired easily.
⩥ Serviceability.
Answer: The ability of a third-party supplier to meet the terms of its
contract. This contract will include agreed levels of reliability,
maintainability and availability for a supporting service or configuration
item.
⩥ Vital Business function VBR.
,Answer: Part of a business process that is critical to the success of the
business. Vital business functions are an important consideration of
business continuity management, IT service continuity management and
availability management.
⩥ Capacity Management Process.
Answer: Capacity management is the the process responsible fo ensuring
that the capacity of IT Services and the IT infrastucture is able to meet
the agreed capacity and performance related requirements. Capacity
management is concerned with meeting both the current and future
capacity and performace needs of the business. Includes three sub-
processes 1) business capacity management - translate buiness needs to
IT requirements, 2) service capacity management - end to end
performance of a service, 3) component capacity management -
componet level
⩥ Capacity Management Objectives.
Answer: 1) Produce and maintain up to date capacity plan, 2) provide
advise and guidance to all other areas of IT and business on capacicity
and performance issues, 3) ensure service performance meet all targets,
4) assit with diagnosic and resolution of performance and capacity
related incidents and problems, 5) assess the impact of all changes on
capacity plan, 6) ensure proactive measures to improve performance
implemented when cost justified.
⩥ Capacity Management process scope.
,Answer: 1) Monitoring PBAs, 2) reporting, 3) tuning activities, 4)
understand future demands/forecasting, 5) Influencing demand in
context of financial management and demand management proceses, 6)
prodicing capacity plan, 7) incidents and problems, improvement that
are cost justified.
⩥ Capacity plan.
Answer: A plan used to manage the resources required to deliver IT
services. The plan contains details of current and historic usage of IT
services and components, and any issues that need to be addressed
(including related improvement activities). The plan also contains
scenarios for different predictions of business demand and cost options
to deliver the agreed service level targets.
⩥ IT Service Continuity management process.
Answer: Process responsible for managing risks that could seriously
affect IT services. Key purpose is to support business continuity
management
⩥ IT Service Continuity management process objectives.
Answer: 1) Produce and maintain IT service continuity plans that
support business continuity plans, 2) complete regular business impact
accessessments, 3) conduct regular risk assessments, 4) provide advice,
5) ensure appropriate continutiy mechanisms are in place to meet agreed
business continuity targets, assess all changes, 6) proactive and improve
where cost justified, 7) negotiate contract with suppliers ofr recovery
with supplier management process.
, ⩥ IT Service Continuity management process scope.
Answer: Focuses on those events business considers a disaster. 1)
agreement on scope, 2) Business impact analysis to quantify loss of IT
service on the business, 3) risk assessment and management, 4) procude
overal IT service continuity management strategy, 5) produce IT service
continuity management plan, 6) test plans, 7) ongoing operation and
maintance of the plan.
⩥ Business Impact Analysis (BIA).
Answer: Business impact analysis is the activity in business continuity
management that identifies vital business functions and their
dependencies. These dependencies may include suppliers, people, other
business processes, IT services etc. Business impact analysis defines the
recovery requirements for IT services. These requirements include
recovery time objectives, recovery point objectives and minimum
service level targets for each IT service.
⩥ Risk assessment.
Answer: The initial steps of risk management: analysing the value of
assets to the business, identifying threats to those assets, and evaluating
how vulnerable each asset is to those threats. Risk assessment can be
quantitative (based on numerical data) or qualitative.
⩥ Risk management.
QUESTIONS AND CORRECT ANSWERS
EXPERT REVIEW GRADED A+
⩥ Reliability.
Answer: A measure of how long an IT service or other configuration
item can perform its agreed function without interruption. Usually
measured as MTBF or MTBSI. The term can also be used to state how
likely it is that a process, function etc. will deliver its required outputs.
⩥ Maintainability.
Answer: A measure of how quickly and effectively an IT service or other
configuration item can be restored to normal working after a failure.
Maintainability is often measured and reported as MTRS.
Maintainability is also used in the context of software or IT service
development to mean ability to be changed or repaired easily.
⩥ Serviceability.
Answer: The ability of a third-party supplier to meet the terms of its
contract. This contract will include agreed levels of reliability,
maintainability and availability for a supporting service or configuration
item.
⩥ Vital Business function VBR.
,Answer: Part of a business process that is critical to the success of the
business. Vital business functions are an important consideration of
business continuity management, IT service continuity management and
availability management.
⩥ Capacity Management Process.
Answer: Capacity management is the the process responsible fo ensuring
that the capacity of IT Services and the IT infrastucture is able to meet
the agreed capacity and performance related requirements. Capacity
management is concerned with meeting both the current and future
capacity and performace needs of the business. Includes three sub-
processes 1) business capacity management - translate buiness needs to
IT requirements, 2) service capacity management - end to end
performance of a service, 3) component capacity management -
componet level
⩥ Capacity Management Objectives.
Answer: 1) Produce and maintain up to date capacity plan, 2) provide
advise and guidance to all other areas of IT and business on capacicity
and performance issues, 3) ensure service performance meet all targets,
4) assit with diagnosic and resolution of performance and capacity
related incidents and problems, 5) assess the impact of all changes on
capacity plan, 6) ensure proactive measures to improve performance
implemented when cost justified.
⩥ Capacity Management process scope.
,Answer: 1) Monitoring PBAs, 2) reporting, 3) tuning activities, 4)
understand future demands/forecasting, 5) Influencing demand in
context of financial management and demand management proceses, 6)
prodicing capacity plan, 7) incidents and problems, improvement that
are cost justified.
⩥ Capacity plan.
Answer: A plan used to manage the resources required to deliver IT
services. The plan contains details of current and historic usage of IT
services and components, and any issues that need to be addressed
(including related improvement activities). The plan also contains
scenarios for different predictions of business demand and cost options
to deliver the agreed service level targets.
⩥ IT Service Continuity management process.
Answer: Process responsible for managing risks that could seriously
affect IT services. Key purpose is to support business continuity
management
⩥ IT Service Continuity management process objectives.
Answer: 1) Produce and maintain IT service continuity plans that
support business continuity plans, 2) complete regular business impact
accessessments, 3) conduct regular risk assessments, 4) provide advice,
5) ensure appropriate continutiy mechanisms are in place to meet agreed
business continuity targets, assess all changes, 6) proactive and improve
where cost justified, 7) negotiate contract with suppliers ofr recovery
with supplier management process.
, ⩥ IT Service Continuity management process scope.
Answer: Focuses on those events business considers a disaster. 1)
agreement on scope, 2) Business impact analysis to quantify loss of IT
service on the business, 3) risk assessment and management, 4) procude
overal IT service continuity management strategy, 5) produce IT service
continuity management plan, 6) test plans, 7) ongoing operation and
maintance of the plan.
⩥ Business Impact Analysis (BIA).
Answer: Business impact analysis is the activity in business continuity
management that identifies vital business functions and their
dependencies. These dependencies may include suppliers, people, other
business processes, IT services etc. Business impact analysis defines the
recovery requirements for IT services. These requirements include
recovery time objectives, recovery point objectives and minimum
service level targets for each IT service.
⩥ Risk assessment.
Answer: The initial steps of risk management: analysing the value of
assets to the business, identifying threats to those assets, and evaluating
how vulnerable each asset is to those threats. Risk assessment can be
quantitative (based on numerical data) or qualitative.
⩥ Risk management.
