EMT Practice Test

1. Question Content...

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Question1: What three steps should be included when calculating Return On Investment?
(Choose 3)

Question2: What is one of the main benefits of incident monitoring?
(Choose 1)

Question3: What delivery methods could you use to dynamically speed up first contact resolution and fix time?
(Choose 1)

Question4: What are two key reasons for undertaking a gap analysis of your current operational practices?
(Choose 2)

Question5: What are the two best descriptions of the role of telephone support?
(Choose 2)

Question6: What is the primary benefit of monitoring incidents in the Service Desk?
(Choose 1)

Question7: What is an essential key performance indicator to ensure that IT Service Continuity Management is kept up to date?
(Choose 1)

Question8: Your team is expected to resolve most incidents and problems themselves without sending deskside personnel to support the customer. However, there are occasions when the team needs to offer deskside support. What is the best reason for using deskside support?
(Choose 1)

Question9: What are two key objectives of the IT change management process?
(Choose 2)

Question10: You are giving a presentation to other support teams that explains why your service desk is implementing a Customer Satisfaction Survey programme. What two techniques should you use to ensure that your audience is engaged with what you are telling them?
(Choose 2)

Question11: What should be the focus for developing a Configuration Management process?
(Choose 1)

Question12: Following a team discussion about customer satisfaction levels, a team member approaches you with several ideas on how to better understand customer needs and expectations. You ask them to produce a presentation for the next team meeting. What three leadership characteristics did you use?
(Choose 3)

Question13: Identify one of the primary tasks in organising your resources.
(Choose 1)

Question14: Which is the best reason for support analysts to follow standard operating procedures?
(Choose 1)

Question15: Which statement best describes IT asset management?
(Choose 1)

Question16: What is the greatest benefit of implementing an IT change management process?
(Choose 1)

Question17: Which is considered to be a business best practice quality model?
(Choose 1)

Question18: Which would be a characteristic of an effective mentor?
(Choose 1)

Question19: What is a key benefit of self-healing tools?
(Choose 1)

Question20: What is the most important factor when developing a workforce schedule?
(Choose 1)

Question21: What is the best reason for using instant messaging in a support environment?
(Choose 1)

Question22: When recruiting new members for your team, what are two of the actions you should undertake to ensure that your recruitment strategy is effective?
(Choose 2)

Question23: Identify one of the key planning tasks a manager must carry out.
(Choose 1)

Question24: What are two of the best uses of self-service technology?
(Choose 2)

Question25: What are three advantages of using self-service tools in a Service Desk?
(Choose 3)

Question26: What is a key requirement for effective Risk Management?
(Choose 1)

Question27: What are two of the best reasons for recording and analysing Service Desk metrics?
(Choose 2)

Question28: Customers seem reluctant to engage with SLAs. What two arguments can you use to convince them to become involved?
(Choose 2)

Question29: Which actions are most likely to help you develop clear strategies to run your Service Desk effectively?
(Choose 2)

Question30: What typical performance feature would you expect from your ACD?
(Choose 1)

Question31: Which process within the Service Desk focuses on capturing, structuring, and sharing information?
(Choose 1)

Question32: Which is the key benefit to be achieved from Incident Management?
(Choose 1)

Question33: What are three key indicators that show that one of your team might be undergoing stress in their life?
(Choose 3)

Question34: What is the most important benefit of benchmarking?
(Choose 1)

Question35: How would you measure the success of Problem Management?
(Choose 2)

Question36: Which is a framework or standard for service desk best practice?
(Choose 1)

Question37: One of the weaker members of your team has displayed a small but sustained improvement in performance. What would be the best way to encourage their continued improvement?
(Choose 1)

Question38: What is the best description of knowledge management?
(Choose 1)

Question39: If a member of your team is unable to converse easily with a customer, due to lack of sufficient fluency in their language, which courses of action would be the best to take?
(Choose 2)

Question40: Which definition best describes an IT service catalogue?
(Choose 1)

Question41: You have a member of your team who is well liked by customers and staff alike, and you receive many compliments about him. What is the most likely reason for this?
(Choose 1)

Question42: Which metric would management expect to see and use from configuration management?
(Choose 1)

Question43: What is a negative effect of stress?
(Choose 1)

Question44: Which two of these are not core activities of IT Service Continuity Management?
(Choose 2)

Question45: Which of these is important for controlling and co-ordinating activities?
(Choose 1)

Question46: What is the best description of the Service Desks role in the Incident Management process?
(Choose 1)

Question47: What are two key operational metrics for release management activities?
(Choose 2)

Question48: What is the most likely advantage of off-site outsourcing?
(Choose 1)

Question49: What is the best description of scheduling?
(Choose 1)

Question50: What are two of the key roles of the Service Desk in most organisations?
(Choose 2)

Question51: What are two key objectives of having a good marketing strategy for the Service Desk?
(Choose 2)

Question52: What is the most likely benefit of implementing a knowledge management system in a Service Desk?
(Choose 1)

Question53: What is the most important benefit of IT configuration management?
(Choose 1)

Question54: What is the best criterion to use when deciding the type of support to provide to a customer?
(Choose 1)

Question55: What are two quality assurance methods for monitoring analyst productivity?
(Choose 2)

Question56: What is a primary objective for using self-service tools in a Service Desk?
(Choose 1)

Question57: Which of the following best demonstrates the success of Service Level Management?
(Choose 1)

Question58: What is the best description of remote control support?
(Choose 1)

Question59: What is the most likely benefit of introducing an organisational change management process?
(Choose 1)

Question60: Which factor must be identified for successful service continuity planning?
(Choose 1)

Question61: Which tool allows the Service Desk to view key performance indicators in real time?
(Choose 1)

Question62: What are the two best descriptions of a team player?
(Choose 2)

Question63: Which best describes the order for developing the Service Level Management process?
(Choose 1)

Question64: Which is the best tool for tracking the number of abandoned calls to the Service Desk?
(Choose 1)

Question65: What is the most likely disadvantage of outsourcing?
(Choose 1)

Question66: What is a best practice for negotiating successfully with customers?
(Choose 1)

Question67: Which three are typical characteristics of successful projects?
(Choose 3)

Question68: What is the most important reason for documenting processes and procedures?
(Choose 1)

Question69: What is the primary objective of customer satisfaction surveys?
(Choose 1)

Question70: Which of these models could you best use in an IT support environment?
(Choose 1)

Question71: A customer calls from within your office complex. They are having trouble configuring the new order management software on their computer. It is 5:50 p.m., and your support desk closes at 6:00 p.m. What is the best method your analysts should use to resolve this problem?
(Choose 1)