(Test Bank) WGU C846 Testbank | 1900 Questions With 100% Correct Answers

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WGU C846 Testbank C846 - Practi ce Tests 1, WGU C846 : Quizzes, C846 Practice Test Questions, Business of IT - Applications - C846 (ITIL Foundation), C846 - Business of IT Applications, C846 Flash Cards from Ucertify, WGU C846 : Practice Tests, C846 - Practice Tests 2 Which of the following processes is used to involve Identity and Rights as the two major concepts? - ✔✔Access Management Question 2 :Which of the following are part of a typical business case structure? - ✔✔Introduction Methods Business impacts Risks and contingencies Recommendations Configuration Management process supports the other Service Management processes by managing the service assets and Configuration Items. Which of the following a re the goals of Configuration Management? - ✔✔It is used for verifying the configuration records against the infrastructure and for correcting any exception. It reports for all the IT assets and configurations within the organization and its services. It is used for providing a sound basis for Incident Management, Problem Management, Change Management, and Release Management. Which of the following involves monitoring patterns of business activity? - ✔✔Capacity management Patch management is - ✔✔monitoring, obtaining, evaluating, testing, and deploying software patches and updates. Access Management - ✔✔grant authorized users the right to use a service while preventing access to non -authorized users. Service management is - ✔✔discovering a continual balance between utilization and delivery of services. Management would like you to create a chart to show each project team member's work assignment using a simple legend. What type of chart is management asking you to create? - ✔✔RACI Chart activities of Service level management - ✔✔It is used for composing a service catalogue. It agrees on the service provided. It monitors the service levels. It provides reporting on results. It reviews service levels. Which of the followin g are the activities of IT Service Continuity Management? - ✔✔It works with BCM and Service Level Management (SLM) for the purpose of determining potential issues and recovery requirements via Business Impact Analysis. It takes possession for an incident and behaves as the primary level of escalation. It translates recovery requirements into infrastructure options and data storage requirements. Which of the following activities of Configuration Management defines the location of storage areas and librari es that contain hardware, software, and documentation? - ✔✔Management & Planning: This activity defines the following features: It defines the strategy, policy, scope, objectives, processes, and procedures. It defines the roles and responsibilities of invo lved staff and stakeholders. It defines the location of storage areas and libraries that contains hardware, software, and documentation. It defines the Configuration Management Database design. It defines Configuration Item (CI) naming conventions. It mana ges housekeeping including license management and archiving of configuration. Identification - ✔✔This activity determines the CIs that will be recorded, their attributes, and their relationships with other CIs. Identification can take place for the follow ing: Hardware and Software Business systems Packages Physical databases Feeds between databases and links Configuration baselines Software releases Documentation Control - ✔✔This activity ensures that there is a recording of only authorized and identifiable CIs from receipt to disposal so as to protect the integrity of the CMDB. Control occurs when the CMDB is changed, including: Registration of all new CIs and ver sions Update of CI records and license control Update regarding RFCs and Change Management Update the CMDB when physical items are periodically checked Status Accouning - ✔✔The reporting of all the current and historical data is related to each CI in its Lifecycle and provides information about the following: Configuration baselines Latest software item versions The person who is responsible for status change CI change/incident/problem history Reporting - ✔✔Reporting is the Process Manager's responsibilit y. The reports of Configuration Management are provided to the Service Level Manager to communicate the feedback on service levels to the customer. Verification and Audit - ✔✔Reviews and audits are used to verify the existence of the CIs and confirm that the CIs are correctly recorded in the CMDB. There should be conformity between the documented baselines and the actual environment to which the CIs are referring. Which stage of the Change Management process is used to deal with what should be done if the change is not successful? - ✔✔Remediation planning What is meant by the term request fulfillment in the ITIL framework? - ✔✔Request fulfillment is a process for managing the requests from users to the IT department. Which of the following tasks is a part of Proactive Problem Management? - ✔✔Analyzing trends What is the continual service improvement (CSI) approach? - ✔✔The CSI approach is used to manage improvement activity in line with business requirements. Which o f the following contains information on the costs for providing services and provides insight into the profitability of services and customers? - ✔✔Financial Analysis Which of the following are the strategic objectives of Capacity Management? - ✔✔It deter mines upgrade plans in order to ensure accurate and timely procurements. It aligns equipment according to business need, supply, and demand. It is used to ensure effective service level management. Service based Service Level Agreement is used when the requirements of the IT service vary little between customers. Which of the following contents are included in the Service Level Agreement (SLA)? - ✔✔Mutual responsibilities Service availability Batch turnaround times Why should a user Automate Service Ma nagement Processes? - ✔✔It makes adjustment of capacity of automated resources easier. It improves utility and warranty of services. It provides a good basis for measuring and improving service processes. It enables automated resources to better handle capacity. Event Management, Problem Management, Access Management, and Request Fulfillment are part of which of the following stages of the Service Lifecycle? - ✔✔Service Operation Which one of these statements regarding the CSI approach is correct? - ✔✔The CSI approach can be applied to the improvement of all processes. Which of the following are the basic steps of Incident Management? - ✔✔Incident detection and recording Classification and initial support Investigation and diagnosis Resolution and recovery Incident closure Ownership, monitoring, tracking, and communication Which of the following are the benefits of the ISO/IEC 20000 -1 standard? - ✔✔-It can be used for an organization that takes services of service providers and needs assurance that its service requirements will be fulfilled. -It can be used for an organization that needs a consistent approach from all its service providers. -It can be used for a service provider that wants to demonstrate its capability for the design, transition, delivery, and improvement of services that are useful in fulfilling the service requirements. -It can be used for a service provider to monitor, measure, and review the service management processes and services. -It can be used for a service p rovider to improve the design, transition, delivery, and improvement of services by proper implementation and operation of the service management system (SMS). Which of the following processes is responsible for controlling, recording and reporting on versions, attributes, and relationships relating to components of the Information Technology (IT) infrastructure? - ✔✔Service Asset and Configuration Management In the ITIL guidance on incident management, what is one of the key purposes of the incident mana gement process? - ✔✔The purpose of incident management is to restore normal service operation as quickly as possible.n Which of the following statements are true about a Change Proposal? - ✔✔When a change proposal has been received it has to be classified . A change proposal will only be generated through a pre -defined procedure by a limited number of employees. The purpose of a change proposal is to communicate a proposed major change and assess its risk. Which of the following sub -processes of Capacity Management is concerned with the management of the individual components of the IT Infrastructure? - ✔✔Resource Capacity Management The objective of Release Management is to deliver, distribute, and track changes in a release into the live environment. W hich of the following are the activities of Release Management? - ✔✔Design, building, and configuration Release policy and planning Communication, preparation, and training Which of the following is used to identify, document, analyze, and mitigate against the likelihood of potential impact to a service? - ✔✔Risk management What aspects would you expect to see in a Service Level report designed for the users? - ✔✔The level o f availability realized and the time not available per period. The successful and backed out Changes per period. The percentage of incidents resolving within the target. Which of the following are the basic change models that are included in service tra nsitions? - ✔✔Emergency change model Normal change model Standard change model The Service Level manager requires an agreement that describes the responsibilities of each internal support group towards the other support groups, including the process and time-frame for delivery of their services. Which of the following can be used to meet his requirements? - ✔✔Operational Level Agreement Which of the following ITIL processes is used to provide change proposals in order to eliminate structural errors? - ✔✔Problem Management Service Level Management makes sure that a Service Catalog is produced and maintained. Which of the following are the aspects of the Service Catalog? - ✔✔Technical Service Catalog Business Service Catalog Which of the following is a way of delivering value to customers by facilitating outcome that customers wish to get without the control of specific costs and risks? - ✔✔Service What will be the status of the problem if its root cause has been successfully diagnosed? - ✔✔Known Error Which of these statements are correct? The customer's perspective is unimportant when measuring service performance. Nothing should be included in an SLA unless it can be effectively monitored and measured. Performance measures should include subjective and objective measures. - ✔✔2 and 3 The Service Desk supports the provision of services that are agreed by assuring access to the IT organization and providing a range of support activities. Which of the foll owing are the approaches of Service Desk? - ✔✔Centralized Service Desk: single point of contact Local Service Desk: across a number of sites. Virtual Service Desk: Question 39 :Which of the following ITIL processes offers an insight, using the modeling activity, into trends that might cause performance problems in the future? - ✔✔Capacity Management Who "owns" ITIL? - ✔✔The U.K. government What is an agreement between an IT service provider and another part of the same organization? - ✔✔Operational leve l agreement Which of the following is a contract between an IT service provider and a third party? - ✔✔Underpinning Contract (UC) An assistant from the HR Department calls you to ask the Service Hours & Maintenance Slots for your ERP system. In which doc ument will you most probably find this information? - ✔✔Service level agreement What are the elements of a service's business value from customers' perspective? - ✔✔Warranty, Utility Which of the following are the features of Service based Service Level Agreement (SLA)? - ✔✔The language used in an SLA should be clear and concise. Information included within an SLA is measurable. SLA provides one service for all customers of that service. Introduction Service description Mutual responsibilities Scope Service hours Service availability Reliability Customer support Contact points & escalation Service performance Batch turnaround times Security Charging Which volume provides guidance on clarification and prioritization of service -provider investments in services? - ✔✔Service Strategy Question 7 :Which of these are valid service provider types according to ITIL? - ✔✔Internal Shared services Fully outsourced Which process/function standardizes the request for a new workstation? - ✔✔Change Management In which of the following does the Incident Manager resolve a problem, if the Service Desk is unable to resolve the incident in the first instance? - ✔✔Hierarchical escalation What value does service design provide for the business? - ✔✔Services are delivered effectively and aligned to business needs. Which of the following processes is responsible for sourcing and delivering components of requested standard services? - ✔✔Request Fulfillment Which of these statements is correct? - ✔✔Mean time between failure s is a measure of service uptime. Mean time to restore service is a measure of service downtime. In which record is a workaround likely to be captured? - ✔✔Known error record Into which of the following phases is the Service Portfolio divided? - ✔✔Retired Services Service pipeline Service catalog Which of the following activities of Capacity Management is defined as the process of making modifications so as to utilize the iden tified areas of the current infrastructure in a better way? - ✔✔Tuning Which of the following are the responsibilities of Business Relationship Management? - ✔✔The compliments regarding the service should be documented and reported to the service delivery team. The service provider should analyze the record of complaints periodically in order to identify trends and reports. IT Service Continuity Management (ITSCM) is used to support the overall Business Continuity Management (BCM) in order to ensure that the required IT infrastructure and the IT service provision are recovered within an agreed business time scales. Which of the following are the benefits of implementing IT Service Continuity Management? - ✔✔It prioritizes the recovery of IT services by wo rking with BCM and SLM. It minimizes disruption in IT services when it follows a major interruption or disaster. It minimizes costs related with recovery plans using proper proactive planning and testing. Which of the following Service Design processes is used to make the most efficient use of data supplied by Demand Management? - ✔✔Capacity Management Release Management is used to implement a group of related and compatible Configuration Items into a batch, known as a release. Which of the following ar e the objectives of Release Management? - ✔✔It makes sure that master copies of all software are secure and there is updated Configuration Management Database (CMDB). It plans the successful roll -out of software and It handles the customer expectations.