WGU C846 : Post Assessment QUESTIONS WITH COMPLETE SOLUTIONS

What are the purposes of error control? Each correct answer represents a complete solution. Choose all that apply. A) To identify faulty components B) To reassess the status of known errors that have not been resolved C) To identify and prioritize infrastructure, services, business processes, and information security events D) To manage known errors Correct Answer: To identify fault components To reassess the status of known errors that have not been resolved To manage known errors What is the function of all activities in the service value chain? A) To start with an uncomplicated approach and then carefully add controls, activities, or metrics when they're truly needed B) To transform inputs into outputs C) To increase the likelihood that ITSM initiatives will be successful D) To maintain alignment through a clear set of shared principles and objectives Correct Answer: To transform inputs into outputs Which of the following are the sources of information analysis for service-level management? Each correct answer represents a complete solution. Choose all that apply. A) Business metrics B) IT asset management C) Operational metrics D) Customer feedback Correct Answer: Business metrics Operational metrics Customer feedback Which of the following are the customer-service skills required for service-desk personnel? Each correct answer represents a complete solution. Choose all that apply. A) Effective communication B) Emotional intelligence C) Incident analysis and prioritization D) Business liaison Correct Answer: Effective communication Emotional intelligence Incident analysis and prioritization Select the answer that best completes the following statement. Opportunity and demand trigger activities within the ITIL SVS that lead to: A) a shared culture throughout the organization. B) organizational silos. C) the creation of value.