WGU D336 BUSINESS OF IT APPLICATIONS
COMPREHENSIVE BUSINESS SYSTEMS
REVIEW SHEET FULL SOLUTIONS
●● ITIL
Answer: Best-practice guidance for IT service management.
●● improve
Answer: The value chain activity that ensures continual improvement of
products, services, and practices across all value chain activities and the
four dimensions of service management.
●● service offering
Answer: A formal description of one or more services, designed to
address the needs of a target consumer group. This may include goods,
access to resources, and service actions.
●● design thinking
Answer: A practical and human-centred approach used by product and
service designers to solve complex problems and find practical and
creative solutions that meet the needs of an organization and its
customers.
,●● DevOps
Answer: An organizational culture that aims to improve the flow of
value to customers. This focuses on culture, automation, Lean,
measurement, and sharing (CALMS).
●● Agile
Answer: An umbrella term for a collection of frameworks and
techniques that together enable teams and individuals to work in a way
that is typified by collaboration, prioritization, iterative and incremental
delivery, and timeboxing. There are several specific methods (or
frameworks) that are classed as this, such as Scrum, Lean, and Kanban.
●● call/contact centre
Answer: An organization or business unit that handles large numbers of
incoming and outgoing calls and other interactions.
●● organization
Answer: A person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives.
●● value
Answer: The perceived benefits, usefulness, and importance of
something.
,●● customer
Answer: The role that defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
●● capability
Answer: The ability of an organization, person, process, application,
configuration item, or IT service to carry out an activity.
●● cloud computing
Answer: A model 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.
●● driver
Answer: Something that influences strategy, objectives, or requirements.
●● programme
Answer: A set of related projects and activities, and an organization
structure created to direct and oversee them.
●● change
Answer: The addition, modification, or removal of anything that could
have a direct or indirect effect on services.
, ●● service management
Answer: A set of specialized organizational capabilities for enabling
value for customers in the form of services.
●● practice
Answer: A set of organizational resources designed for performing work
or accomplishing an objective.
●● customer experience (CX)
Answer: The sum of functional and emotional interactions with a service
and service provider as perceived by a service customer.
●● value stream
Answer: A series of steps an organization undertakes to create and
deliver products and services to consumers.
●● digital transformation
Answer: The evolution of traditional business models to meet the needs
of highly empowered customers, with technology playing an enabling
role.
●● Lean
Answer: An approach that focuses on improving workflows by
maximizing value through the elimination of waste.
COMPREHENSIVE BUSINESS SYSTEMS
REVIEW SHEET FULL SOLUTIONS
●● ITIL
Answer: Best-practice guidance for IT service management.
●● improve
Answer: The value chain activity that ensures continual improvement of
products, services, and practices across all value chain activities and the
four dimensions of service management.
●● service offering
Answer: A formal description of one or more services, designed to
address the needs of a target consumer group. This may include goods,
access to resources, and service actions.
●● design thinking
Answer: A practical and human-centred approach used by product and
service designers to solve complex problems and find practical and
creative solutions that meet the needs of an organization and its
customers.
,●● DevOps
Answer: An organizational culture that aims to improve the flow of
value to customers. This focuses on culture, automation, Lean,
measurement, and sharing (CALMS).
●● Agile
Answer: An umbrella term for a collection of frameworks and
techniques that together enable teams and individuals to work in a way
that is typified by collaboration, prioritization, iterative and incremental
delivery, and timeboxing. There are several specific methods (or
frameworks) that are classed as this, such as Scrum, Lean, and Kanban.
●● call/contact centre
Answer: An organization or business unit that handles large numbers of
incoming and outgoing calls and other interactions.
●● organization
Answer: A person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives.
●● value
Answer: The perceived benefits, usefulness, and importance of
something.
,●● customer
Answer: The role that defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
●● capability
Answer: The ability of an organization, person, process, application,
configuration item, or IT service to carry out an activity.
●● cloud computing
Answer: A model 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.
●● driver
Answer: Something that influences strategy, objectives, or requirements.
●● programme
Answer: A set of related projects and activities, and an organization
structure created to direct and oversee them.
●● change
Answer: The addition, modification, or removal of anything that could
have a direct or indirect effect on services.
, ●● service management
Answer: A set of specialized organizational capabilities for enabling
value for customers in the form of services.
●● practice
Answer: A set of organizational resources designed for performing work
or accomplishing an objective.
●● customer experience (CX)
Answer: The sum of functional and emotional interactions with a service
and service provider as perceived by a service customer.
●● value stream
Answer: A series of steps an organization undertakes to create and
deliver products and services to consumers.
●● digital transformation
Answer: The evolution of traditional business models to meet the needs
of highly empowered customers, with technology playing an enabling
role.
●● Lean
Answer: An approach that focuses on improving workflows by
maximizing value through the elimination of waste.
