EMT Practice Test

1. Question Content...

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Question1: Which one of the following is the purpose of service level management?

Question2: The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

Question3: Why is it important for service providers to understand patterns of business activity (PBA)?

Question4: Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

Question5: What is a service delivered between two business units in the same organization known as?

Question6: Which one of the following is NOT a valid purpose or objective of problem management?

Question7: What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

Question8: Hierarchic escalation is BEST described as?

Question9: Which Functions are included in IT operations management?

Question10: Which of the following is NOT an objective of service transition?

Question11: Which statement should NOT be part of the value proposition for Service Design?

Question12: Which one of the following is NOT the responsibility of service catalogue management?

Question13: Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

Question14: Which one of the following is an objective of release and deployment management?

Question15: The consideration of value creation is a principle of which stage of the service lifecycle?

Question16: Which of the following is an objective of business relationship management?

Question17: Which of the following is NOT a valid objective of problem management?

Question18: Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfillment
3. Demand management
4. Incident management

Question19: Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident

Question20: Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

Question21: A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an if service
4. An if service retirement

Question22: Which of the following BEST describes the purpose of access management?

Question23: Which one of the following does service metrics measure?

Question24: The definitive media library is the responsibility of:

Question25: Where would you expect incident resolution targets to be documented?

Question26: Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

Question27: Which of the following is an enabler of best practice?

Question28: What is the BEST description of the purpose of the service operation stage of the service lifecycle?

Question29: Which one of the following statements BEST describes a definitive media library (DML)?

Question30: Which process would be used to compare the value that newer services have offered over those they have replaced?

Question31: Which of the following is NOT one of the five individual aspects of service design?

Question32: Which one of the following is the CORRECT set of steps for the continual service improvement approach?

Question33: Which one of the following can help determine the level of impact of a problem?

Question34: Which of the following is NOT a benefit of using public frameworks and standards?

Question35: Which of the following statements BEST describes the aims of release and deployment management?

Question36: Which of these statements about resources and capabilities is CORRECT?

Question37: When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found

Question38: What is a RACI model used for?

Question39: What are the categories of event described in the ITIL service operation book?

Question40: Which of the following is service transition planning and support NOT responsible for?

Question41: Which one of the following is the BEST description of a relationship in service asset and configuration management?

Question42: A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process

Question43: Which two processes will contribute MOST to enabling effective problem detection?

Question44: Availability management is directly responsible for the availability of which of the following?

Question45: Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet those needs as the business changes over time

Question46: Which of the following are basic concepts used in access management?

Question47: Which of the following can include steps that will help to resolve an incident?
1. Incident model
2. Known error record

Question48: Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

Question49: Which of the following are types of service defined in ITIL?
1. Core
2. Enabling
3. Special

Question50: Which process is responsible for the availability, confidentiality and integrity of data?

Question51: At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

Question52: Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations

Question53: Which one of the following is the BEST description of a service request?

Question54: Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

Question55: What is the name of the group that should review changes that must be implemented faster than the normal change process?

Question56: Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

Question57: Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

Question58: What are the categories of event described in the UIL service operation book?