EMT Practice Test

1. Question Content...

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Question1: What is the purpose of the 'deployment management' practice?

Question2: A major incident has been closed, but there is a risk that it might happen again.
How should this be logged and managed?

Question3: Which is a service request?

Question4: Which statement about outcomes is CORRECT?

Question5: Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.

Question6: How should automation be implemented?

Question7: What is the purpose of the 'problem management' practice?

Question8: Which is NOT a sub-process of capacity management?

Question9: Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

Question10: Which is a purpose of the 'service level management' practice?

Question11: Which practice makes new services available for use?

Question12: Which of these should be logged and managed as a problem?

Question13: Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

Question14: Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

Question15: Why should some service requests be fulfilled with no additional approvals?

Question16: Which statement about metrics is CORRECT?

Question17: Which function is responsible for the management of a data centre?

Question18: Which statement about the automation of service requests is CORRECT?

Question19: Which skill is an essential part of the 'service level management' practice?

Question20: What is the purpose of the 'information security management' practice?

Question21: What are the three phases of 'problem management'?

Question22: What is the purpose of the `deployment management' practice?

Question23: What is an IT asset?

Question24: What does the `C' in `RACI' refer to?

Question25: Which is an example of a business related measurement?

Question26: Which statement about service desks is CORRECT?

Question27: Which two statements about an organization's culture are CORRECT?
It is created from shared values based on how it carries out its work It is determined by the type of technology used to support services It should be based on the culture of prospective suppliers It should be based on the objectives of the organization

Question28: Which is the CORRECT description of an outcome?

Question29: Which statement BEST describes the value of the service transition stage to the business?

Question30: Which statement about the 'four Ps' of service design is CORRECT?

Question31: Which service transition process provides guidance about converting data into information?

Question32: Which service lifecycle stage provides the following values to the business?

Question33: Which is a key requirement for a successful service level agreement?

Question34: Which is included in the purpose of the 'service level management' practice?

Question35: Which describes a set of defined steps for implementing improvements?

Question36: Which is a purpose of the 'service desk' practice?

Question37: Which statement about the steps to fulfill a service request is CORRECT?

Question38: Which is a supplier category?

Question39: Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

Question40: Which is part of service provision?

Question41: Which directly assists with the diagnosis and resolution of simple incidents?

Question42: How does information about problems and known errors contribute to 'incident management'?

Question43: What is used to link activities within the service value chain?

Question44: Which statement about the steps to fulfill a service request is CORRECT?

Question45: What is the definition of a known error?

Question46: Which term is used to describe the prediction and control of income and expenditure within an organization?

Question47: What includes governance as a component?

Question48: Which is a purpose of the 'engage' value chain activity?

Question49: Which statement BEST describes the value of service strategy to the business?

Question50: When should a change request be submitted to resolve a problem?

Question51: Which is a key requirement for a successful service level agreement (SLA)?

Question52: Which dimension considers how knowledge assets should be protected?