WGU D336 BUSINESS OF IT APPLICATIONS
TEST PAPER QUESTIONS AND SOLUTIONS
VERIFIED ANSWERS
●● 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 Agile, such as Scrum, Lean, and
Kanban.
●● architecture management practice
Answer: The practice of providing an understanding of all the different
elements that make up an organization and how those elements relate to
one another.
●● asset register
Answer: A database or list of assets, capturing key attributes such as
ownership and financial value.
●● availability
Answer: The ability of an IT service or other configuration item to
perform its agreed function when required.
,●● availability management practice
Answer: The practice of ensuring that services deliver agreed levels of
availability to meet the needs of customers and users.
●● baseline
Answer: A report or metric that serves as a starting point against which
progress or change can be assessed.
●● best practice
Answer: A way of working that has been proven to be successful by
multiple organizations.
●● big data
Answer: The use of very large volumes of structured and unstructured
data from a variety of sources to gain new insights.
●● business analysis practice
Answer: The practice of analysing a business or some element of a
business, defining its needs and recommending solutions to address
these needs and/or solve a business problem, and create value for
stakeholders.
●● business case
,Answer: A justification for expenditure of organizational resources,
providing information about costs, benefits, options, risks, and issues.
●● business impact analysis (BIA)
Answer: A key activity in the practice of service continuity management
that identifies vital business functions and their dependencies.
●● business relationship manager (BRM)
Answer: A role responsible for maintaining good relationships with one
or more customers.
●● call
Answer: An interaction (e.g. a telephone call) with the service desk. A
call could result in an incident or a service request being logged.
●● call/contact centre
Answer: An organization or business unit that handles large numbers of
incoming and outgoing calls and other interactions.
●● capability
Answer: The ability of an organization, person, process, application,
configuration item, or IT service to carry out an activity.
●● capacity and performance management practice
, Answer: The practice of ensuring that services achieve agreed and
expected performance levels, satisfying current and future demand in a
cost-effective way.
●● capacity planning
Answer: The activity of creating a plan that manages resources to meet
demand for services.
●● change
Answer: The addition, modification, or removal of anything that could
have a direct or indirect effect on services.
●● change authority
Answer: A person or group responsible for authorizing a change.
●● change enablement practice
Answer: The practice of ensuring that risks are properly assessed,
authorizing changes to proceed and managing a change schedule in
order to maximize the number of successful service and product
changes.
●● change model
Answer: A repeatable approach to the management of a particular type
of change.
TEST PAPER QUESTIONS AND SOLUTIONS
VERIFIED ANSWERS
●● 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 Agile, such as Scrum, Lean, and
Kanban.
●● architecture management practice
Answer: The practice of providing an understanding of all the different
elements that make up an organization and how those elements relate to
one another.
●● asset register
Answer: A database or list of assets, capturing key attributes such as
ownership and financial value.
●● availability
Answer: The ability of an IT service or other configuration item to
perform its agreed function when required.
,●● availability management practice
Answer: The practice of ensuring that services deliver agreed levels of
availability to meet the needs of customers and users.
●● baseline
Answer: A report or metric that serves as a starting point against which
progress or change can be assessed.
●● best practice
Answer: A way of working that has been proven to be successful by
multiple organizations.
●● big data
Answer: The use of very large volumes of structured and unstructured
data from a variety of sources to gain new insights.
●● business analysis practice
Answer: The practice of analysing a business or some element of a
business, defining its needs and recommending solutions to address
these needs and/or solve a business problem, and create value for
stakeholders.
●● business case
,Answer: A justification for expenditure of organizational resources,
providing information about costs, benefits, options, risks, and issues.
●● business impact analysis (BIA)
Answer: A key activity in the practice of service continuity management
that identifies vital business functions and their dependencies.
●● business relationship manager (BRM)
Answer: A role responsible for maintaining good relationships with one
or more customers.
●● call
Answer: An interaction (e.g. a telephone call) with the service desk. A
call could result in an incident or a service request being logged.
●● call/contact centre
Answer: An organization or business unit that handles large numbers of
incoming and outgoing calls and other interactions.
●● capability
Answer: The ability of an organization, person, process, application,
configuration item, or IT service to carry out an activity.
●● capacity and performance management practice
, Answer: The practice of ensuring that services achieve agreed and
expected performance levels, satisfying current and future demand in a
cost-effective way.
●● capacity planning
Answer: The activity of creating a plan that manages resources to meet
demand for services.
●● change
Answer: The addition, modification, or removal of anything that could
have a direct or indirect effect on services.
●● change authority
Answer: A person or group responsible for authorizing a change.
●● change enablement practice
Answer: The practice of ensuring that risks are properly assessed,
authorizing changes to proceed and managing a change schedule in
order to maximize the number of successful service and product
changes.
●● change model
Answer: A repeatable approach to the management of a particular type
of change.
