WGU D336 BUSINESS OF IT APPLICATIONS
ACTUAL QUESTIONS AND CORRECT
ANSWERS COMPLETE INFORMATION
TECHNOLOGY STUDY GUIDE
●● What term best describes a service that is 'fit for purpose'?
a. Warranty
b. Output
c. Utility
d. Outcomes
Answer: Utility
●● 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
d. Your supervisor's data is not based on business outcomes
Answer: d. Your supervisor's data is not based on business outcomes
●● 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
,●● What is NOT a phase in problem management?
Answer: Problem classification
●● 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.
●● 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
●● What is the definition of a service?
, a. The means by which an organization is directed and controlled
b. A set of specialized organizational capabilities for enabling value to
customers
c. A method for visualizing work, identifying potential blockages and
resource conflicts, and managing work in progress
d. A means of enabling value co-creation by facilitating outcomes that
customers want to achieve, without the customer having to manage
specific costs and risks
Answer: d. A means of enabling value co-creation by facilitating
outcomes that customers want to achieve, without the customer having
to manage specific costs and risks
●● The [?] is the practice of capturing demand for incident resolution
and service requests.
a. Incident management
b. Service level management
c. Service request management
ACTUAL QUESTIONS AND CORRECT
ANSWERS COMPLETE INFORMATION
TECHNOLOGY STUDY GUIDE
●● What term best describes a service that is 'fit for purpose'?
a. Warranty
b. Output
c. Utility
d. Outcomes
Answer: Utility
●● 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
d. Your supervisor's data is not based on business outcomes
Answer: d. Your supervisor's data is not based on business outcomes
●● 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
,●● What is NOT a phase in problem management?
Answer: Problem classification
●● 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.
●● 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
●● What is the definition of a service?
, a. The means by which an organization is directed and controlled
b. A set of specialized organizational capabilities for enabling value to
customers
c. A method for visualizing work, identifying potential blockages and
resource conflicts, and managing work in progress
d. A means of enabling value co-creation by facilitating outcomes that
customers want to achieve, without the customer having to manage
specific costs and risks
Answer: d. A means of enabling value co-creation by facilitating
outcomes that customers want to achieve, without the customer having
to manage specific costs and risks
●● The [?] is the practice of capturing demand for incident resolution
and service requests.
a. Incident management
b. Service level management
c. Service request management
