EMT Practice Test

1. Question Content...

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Question1: Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.

Question2: Which is a key requirement for a successful service level agreement?

Question3: What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

Question4: Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

Question5: Which statement about service desks is CORRECT?

Question6: Which statement about the steps to fulfill a service request is CORRECT?

Question7: What is the starting point for optimization?

Question8: Which describes a standard change?

Question9: Which dimension includes activities and workflows?

Question10: Which skill is an essential part of the 'service level management' practice?

Question11: Which practice updates information relating to symptoms and business impact?

Question12: Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

Question13: What is typically needed to assign complex incidents to support groups?

Question14: What is an output?

Question15: Which is included in the purpose of the 'design and transition' value chain activity?

Question16: Which stakeholders co-create value in a service relationship?

Question17: Which activity captures the demand for incident resolution and service requests?

Question18: Which practice provides a single point of contact for users?

Question19: What should all 'continual improvement' decisions be based on?

Question20: Which is the purpose of the 'monitoring and event management' practice?

Question21: Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.

Question22: Which statement about outcomes is CORRECT?

Question23: What is an event?

Question24: What type of change is MOST likely to be managed by the 'service request management' practice?

Question25: Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

Question26: Which value chain activity ensures the availability of service components?

Question27: What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

Question28: Which is part of service provision?

Question29: Which is NOT a component of the service value system?

Question30: Which describes a set of defined steps for implementing improvements?

Question31: How does categorization of incidents assist the 'incident management' practice?

Question32: Which practice owns and manages issues, queries and requests from users?

Question33: Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Question34: Which describes outcomes?

Question35: Which describes normal changes?