EMT Practice Test

1. Question Content...

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Question1: What are three key indicators that show that one of your team might be undergoing stress in their life?
(Choose 3)

Question2: Which three are typical characteristics of successful projects?
(Choose 3)

Question3: 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)

Question4: The success of SLAs can be evaluated by which measure?
(Choose 1)

Question5: What is the best description of organisational change management?
(Choose 1)

Question6: What are two reasonable expectations of customers when contacting the Service Desk?
(Choose 2)

Question7: Which of these models could you best use in an IT support environment?
(Choose 1)

Question8: What is a key benefit of self-healing tools?
(Choose 1)

Question9: What is the most accurate description of staffing?
(Choose 1)

Question10: You have been asked to market the Service Desk by producing a newsletter. What information in the newsletter is most likely to improve the Service Desks reputation and visibility?
(Choose 1)

Question11: Which two actions will best provide you with the practical means for understanding cultural differences?
(Choose 2)

Question12: You have worked hard to develop good working relationships with your team members. What are the two best actions you can take to maintain this situation?
(Choose 2)

Question13: Which is a principal activity within security management?
(Choose 1)

Question14: What is the primary objective of customer satisfaction surveys?
(Choose 1)

Question15: Which manager would be most likely to provide metrics on the number of RFCs submitted as a result of problems?
(Choose 1)

Question16: What is a key element of the coaching process?
(Choose 1)

Question17: Why is a code of conduct important in a successful support environment?
(Choose 1)

Question18: What is a typical operational metric that is an output of Configuration Management?
(Choose 1)

Question19: You really want to encourage good teamwork in your Service Desk. Which of these activities is the best one to undertake to help you to achieve your objective?
(Choose 1)

Question20: Which is the best reason for support analysts to follow standard operating procedures?
(Choose 1)

Question21: What are two of the best reasons for recording and analysing Service Desk metrics?
(Choose 2)

Question22: What is the best description of off-site outsourcing?
(Choose 1)

Question23: 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)

Question24: What is one increasingly common Service Desk technology?
(Choose 1)

Question25: Which two of these statements best match your understanding of stress?
(Choose 2)

Question26: What is a key component of an internal SWOT analysis?
(Choose 1)

Question27: Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)

Question28: Which tool allows the Service Desk to view key performance indicators in real time?
(Choose 1)

Question29: What is the best reason for using instant messaging in a support environment?
(Choose 1)

Question30: Customers seem reluctant to engage with SLAs. What two arguments can you use to convince them to become involved?
(Choose 2)

Question31: What is the best way that you, as a Service Manager, can anticipate problems, develop contingency plans and sustain progress?
(Choose 1)

Question32: What is coaching?
(Choose 1)

Question33: What is a good way of encouraging staff to develop their skills?
(Choose 1)

Question34: What are two key objectives of the IT change management process?
(Choose 2)

Question35: Which of these is a method for monitoring incidents?
(Choose 1)

Question36: What is a best practice for keeping employees satisfied and productive?
(Choose 1)

Question37: What is the best criterion to use when deciding the type of support to provide to a customer?
(Choose 1)

Question38: Which two of these are not core activities of IT Service Continuity Management?
(Choose 2)

Question39: You have been tasked with conducting a SWOT analysis of the Service Desk.
What is the best description of what you will be required to do? (Choose 1)

Question40: If you are looking to motivate your Service Desk staff, which of these statements most closely matches how you would want them to perceive you?
(Choose 1)

Question41: What is the best description of release management?
(Choose 1)

Question42: What is the most important factor when developing a workforce schedule?
(Choose 1)

Question43: 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)

Question44: What are two critical success factors for Problem management?
(Choose 2)

Question45: Which would be a characteristic of an effective mentor?
(Choose 1)

Question46: What is the most likely benefit of using IT asset management?
(Choose 1)

Question47: Which definition best describes an IT service catalogue?
(Choose 1)

Question48: Which is a method for assessing team development needs?
(Choose 1)

Question49: What is a key principle of negotiation with customers?
(Choose 1)

Question50: What aspect of SLM should you bear in mind in an outsourcing situation?
(Choose 1)

Question51: What is an objective of a quality assurance programme?
(Choose 1)

Question52: 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)

Question53: What is the best description of the mission statement for a Service Desk?
(Choose 1)

Question54: What is considered to be a type of one-way information gathering?
(Choose 1)

Question55: What are three key activities of the incident management process?
(Choose 3)

Question56: What is one of the main benefits of incident monitoring?
(Choose 1)

Question57: What two actions will help you to establish good relationships with other support teams?
(Choose 2)

Question58: One of your team members has just returned to the desk after another period of being off work due to illness. They appear irritable and untalkative. What do you think is the most likely reason for this?
(Choose 1)

Question59: You have recently implemented structured information gathering for some aspects of the support offered by your team. What is the best description of this method of acquiring information?
(Choose 1)

Question60: What is a key benefit of change management?
(Choose 1)

Question61: What are two key objectives of having a good marketing strategy for the Service Desk?
(Choose 2)

Question62: What is the difference between incident management and problem management?
(Choose 1)

Question63: What is a best practice for recruiting the best possible staff?
(Choose 1)

Question64: What is the best description of benchmarking in a Service Desk?
(Choose 1)

Question65: What are two of the best descriptions of alignment with the business?
(Choose 2)

Question66: What type of survey is the most appropriate to use in order to understand customer satisfaction levels after a software update?
(Choose 1)

Question67: Which is the key benefit to be achieved from Incident Management?
(Choose 1)

Question68: Is it correct to say that in reality the Configuration Management Database must be accurate and up to date?
(Choose 1)

Question69: Which two activities are part of the release management process?
(Choose 2)