ITIL WGU C846, Top Exam Questions

ITIL WGU C846, Top Exam Questions and answers, graded A+

Service Strategy and Service Offerings - ✔✔-Service Strategy Definition Service Offerings Definition & Positioning Go-To-Market Strategy Service Portfolio Management

Spare Parts Management - ✔✔-Parts Supply Management Inventory Management Parts Demand Management Fulfillment Operations & Logistics Service Parts Management

Returns, Repairs, and warranties - ✔✔-Warranty & Claims Management Reverse logistics Returns Processing Remanufacturing

Field Service Management or Field Force Effectiveness - ✔✔-Technician Enablement Mobility E-learning Activity Scheduling Service Billing

Customer management - ✔✔-Order Management & Availability Channel & Partner Management

Customer Insight Technical Documentation

Assets, Maintenance, Task Scheduling, Event Management - ✔✔-Remote Monitoring Diagnostics & Testing Asset Management/Optimization Configuration Management

Processes - ✔✔-Measurable Have specific results Have Customers Respond to Specific Events

Service Improvement Outcomes - ✔✔-VOI ROI Benefits Improvements

Service Lifecycle Stages - ✔✔-*S.D.T.O.CSI* Service Strategy Service Design Service Transition Service Operation CSI

Service Strategy - ✔✔-Lifecycle Stage

*market-driven* approach

considers the business outcomes and value creation as its principle

center and *origin* point of lifecycle

*guidance* on clarification and *prioritization*

deal with costs and risks associated with *Service Portfolio*

Utility - ✔✔-provides the functionality offered by a product or service as the customers view it

specifies what the customers get

provides fitness for *purpose*

warrant - ✔✔-fitness for use

3 characteristics:

provided in terms of the availability ensures that customers' assets continue to get utility looks after the security for value creating potential of the customers' assets

Process Owner - ✔✔-accountable for ensuring the process is fit for purpose

define: strategy, policy, standards

assist with design ensure documentation exists audit for efficiency and effectiveness

Resources and Capabilities - ✔✔-enable the process identify potential improvements

Service Portfolio Manager - ✔✔-decides on a strategy to serve customers on co-operation with the IT Steering group

develops the service provider's offerings and capabilities

ITIL Framework - ✔✔-strategic and tactical OPERATIONAL PROCESSES. ROLES and RESPONSIBILITIES.

TECHNOLOGY GUIDANCE

guidance that supports problem solving, controlling costs, and risks and improvement

Management Reports - ✔✔-monitor customer satisfaction

monitor progress of improvement

provide information about the number of SLAs concluded

Nominal Group Technique (NGT) - ✔✔-a structured approach to group decision making that focuses on generating alternatives and choosing one

Processes covered in Service Strategy - ✔✔-Service Portfolio Management Demand Management IT Financial Management Business Relationship Management