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ITIL Foundations v4

WGU Business of IT - Applications – C846 Exam Objectives

QuestionAnswer
1.1. Recall the definition of: a) Service b) Utility c) Warranty d) Customer e) User f) Service management g) Sponsor
1.2. Describe the key concepts of creating value with services: a) Cost b) Value c) Organization d) Outcome e) Output f) Risk g) Utility h) Warranty
1.3. Describe the key concepts of service relationships: a) Service offering b) Service relationship management c) Service provision d) Service consumption
2.1. Describe the nature, use and interaction of the guiding principles
2.2. Explain the use of the guiding principles: a) Focus on value b) Start where you are c) Progress iteratively with feedback d) Collaborate and promote visibility e) Think and work holistically f) Keep it simple and practical g) Optimize and automate
3.1. Describe the four dimensions of service management: a) Organizations and people b) Information and technology c) Partners and suppliers d) Value streams and processes
4.1. Describe the ITIL service value system
5.1. Describe the interconnected nature of the service value chain and how this supports value streams
5.2. Describe the purpose of each value chain activity: a) Plan b) Improve c) Engage d) Design and transition e) Obtain/build f) Deliver and support
6.1. Recall the purpose of the following ITIL practices: a) Information security management b) Relationship management c) Supplier management d) IT asset management
6.1. Recall the purpose of the following ITIL practices: c) Supplier management d) IT asset management e) Monitoring and event management
6.2. Recall definitions of the following ITIL terms: a) IT asset b) Event c) Configuration item d) Change e) Incident f) Problem g) Known error
7.1. Explain the following ITIL practices in detail, excluding how they fit within the service value chain: a) Continual improvement including: The continual improvement model
7.1. Explain the following ITIL practices in detail, excluding how they fit within the service value chain: b) Change control c) Incident management d) Problem management e) Service request management f) Service desk g) Service level management
Created by: tylerj.scott
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