WGU C846 Appraisal Exam Assessment Questions and Correct Answers with Rationales Latest Updates 2024/2025
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WGU 486 ITIL
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WGU 486 ITIL
WGU C846 Appraisal Exam Assessment Questions and Correct Answers with Rationales Latest Updates 2024/2025
Think and work holistically - correct answer No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and oth...
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WGU C846 Appraisal Exam
Assessment Questions and Correct
Answers with Rationales Latest
Updates 2024/2025
Think and work holistically - correct answer No service,
practice, process, department, or supplier stands alone. The
outputs that the organization delivers to itself, its customers, and
other stakeholders will suffer unless it works in an integrated
way to handle its activities as a whole, rather than as separate
parts. All the organization's activities should be focused on the
delivery of value.
To apply the *think and work holistically* principle successfully,
consider this advice: - correct answer - Recognize the
complexity of the systems
- Collaboration is key to thinking and working holistically
- Where possible, look for patterns in the needs of and
interactions between system elements
- Automation can facilitate working holistically
Keep it simple and practical - correct answer Always use the
minimum number of steps to accomplish an objective. Outcome-
based thinking should be used to produce practical solutions that
deliver valuable outcomes. If a process, service, action, or metric
fails to provide value or produce a useful outcome, then
eliminate it.
,To apply the *keep it simple and practical* principle successfully,
consider this advice: - correct answer - Ensure value
- Simplicity is the ultimate sophistication
- Do fewer things, but do them better
- Respect the time of the people involved
- Easier to understand, more likely to adopt
- Simplicity is the best route to achieving quick wins
Optimize and automate - correct answer Organizations must
maximize the value of the work carried out by their human and
technical resources. Eliminate anything that is truly wasteful and
use technology to achieve whatever it is capable of. Human
intervention should only happen where it really contributes
value.
Regardless of the specific techniques, the path to optimization
follows these high-level steps: - correct answer - Understand
and agree the context in which the proposed optimization exists
- Assess the current state of the proposed optimization - Agree
what the future state and priorities of the organization should be,
focusing on simplification and value
- Ensure the optimization has the appropriate level of
stakeholder engagement and commitment
- Execute the improvements in an iterative way
- Continually monitor the impact of optimization
To apply the *optimize and automate* principle successfully,
consider this advice: - correct answer - Simplify and/or optimize
before automating
,- Define your metrics
- Use the other guiding principles
Name the 4 *dimensions of service management* - correct
answer 1) *O*rganizations and people
2) *I*nformation and technology
3) *P*artners and suppliers
4) *V*alue streams and processes
(VOIP)
Name the factors that affect the *dimensions of service
management* - correct answer 1) *P*olitical
2) *L*egal
3) *E*nvironmental
4) *E*conomical
5) *S*ocial
6) *T*echnological
(PESTLE)
Name the activities of the service value chain (*SVC*) - correct
answer a) *P*lan
b) *I*mprove
c) *E*ngage
d) *D*esign & Transition
e) *O*btain / Build
f) *D*eliver & Support
, (PIEDOD)
To convert inputs into outputs, the *value chain activities* use -
correct answer different combinations of ITIL practices (sets of
resources for performing certain types of work), drawing on
internal or third-party resources, processes, skills, and
competencies as required.
Regardless of which practices are deployed, there are some
common rules when using the service value chain: - correct
answer - All incoming and outgoing interactions with parties
external to the value chain are performed via engage
- All new resources are obtained through obtain/build
- Planning at all levels is performed via plan
- Improvements at all levels are initiated and managed via
improve.
To carry out a certain task or respond to a particular situation,
organizations create - correct answer service value streams.
These are specific combinations of activities and practices, and
each one is designed for a particular scenario. Once designed,
value streams should be subject to continual improvement.
Describe the meaning of *Plan* in the *SVC* - correct answer a
shared understanding of the vision
The purpose of the *Plan* value chain activity is to - correct
answer ensure a shared understanding of the vision, current
status, and improvement direction for all four dimensions and all
products and services across the organization.
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