EMT Practice Test

1. Question Content...

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Question1: Shift Left is an approach which sees solution development, delivery and support pushed to earlier stages in their lifecycle and so gains efficiencies, cost savings and improved customer focus.
Which activity is not a feature of Shift Left?

Question2: Digital transformation requires a new approach to service management within organizations.
Where is the ownership of service management principles situated in an organization?

Question3: What is the first step in building a customer journey map?

Question4: Technology is changing fast and this provides significant challenges for service management.
What is a generic challenge identified for service management?

Question5: Emotional intelligence defines two main competencies: personal and social.
Which two skills belong to the social competence?

Question6: Which element of the VeriSM model defines the management activities or practices necessary to meet the governance requirements by providing guardrails or boundaries?

Question7: What is the advantage of Robotic Process Automation (RPA) in service management processes?

Question8: The Define stage of the VeriSM model produces a definition of what good service looks like.
During which process does this activity take place?

Question9: What is covered by the activity Record in the Respond stage?

Question10: How does governance flow through an organization?

Question11: VeriSM introduces the concept of the Management Mesh. This combines the four elements of resources, management practices, environment and emerging technologies to create and deliver products and services.
In which element should frameworks such as ITIL or methodologies such as COBIT be included?

Question12: There is a challenge that teams may operate in silos.
What is a recommendation that management should do to overcome this challenge?

Question13: What is the key activity of a leader's role?

Question14: New technology has led to changes within organizations.
Which is one of these changes?

Question15: What activity is part of the Provide stage?

Question16: How can Agile be used to support service management?

Question17: What is the main reason VeriSM re-defines traditional service management?