EMT Practice Test

1. Question Content...

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Question1: Which activity is part of the 'continual improvement' practice?

Question2: Which dimension includes a workflow management system?

Question3: What is the purpose of problem management?

Question4: Which gives a user access to a system?

Question5: Which practice updates information relating to symptoms and business impact?

Question6: 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.

Question7: Which describes outcomes?

Question8: How does information about problems and known errors contribute to 'incident management'?

Question9: Which term describes the functionality offered by a service?

Question10: What should all 'continual improvement' decisions be based on?

Question11: Which of these should be logged and managed as a problem?

Question12: Which statement about the steps to fulfill a service request is CORRECT?

Question13: How does a service consumer contribute to the reduction of disk?

Question14: What is the CORRECT definition of service management?

Question15: What are 'engage', 'plan' and 'improve' examples of?

Question16: Which practice owns and manages issues, queries and requests from users?

Question17: Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

Question18: When should the effectiveness of a problem workaround be assessed?

Question19: When should a change request be submitted to resolve a problem?

Question20: Which is a supplier category?

Question21: What do customer perceptions and business outcomes help to define?

Question22: Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control

Question23: Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

Question24: Which statement about change authorization is CORRECT?

Question25: Which statement about the 'change enablement' practice is CORRECT?

Question26: What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

Question27: What are the three phases of 'problem management'?

Question28: What is the purpose of service level management?

Question29: Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

Question30: Which guiding principle recommends standardizing and streamlining manual tasks?

Question31: What is the purpose of the 'deployment management' practice?

Question32: Which are elements of the service value system?

Question33: Where should all master copies of controlled software and documentation be stored?

Question34: Which is a purpose of the 'service level management' practice?

Question35: What type of change is MOST likely to be managed by the 'service request management' practice?

Question36: What should a release policy include?

Question37: Which practice provides a single point of contact for users?

Question38: Which is an example of improving service utility using service management automation?

Question39: Which statement about the 'four Ps' of service design is CORRECT?

Question40: When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?

Question41: Which is a key requirement for a successful service level agreement?

Question42: Which term is used to describe the prediction and control of income and expenditure within an organization?

Question43: What is the primary focus of business capacity management?

Question44: What can be used to help determine the impact level of a problem?

Question45: Which is the correct combination of items that makes up an IT service?

Question46: Which guiding principle considers the importance of customer loyalty?

Question47: What does the 'service request management' practice depend on for maximum efficiency?

Question48: Which dimension of service management considers governance, management, and communication?

Question49: Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

Question50: What should be done first when applying the 'focus on value' guiding principle?

Question51: Which process works with incident management to ensure that security breaches are detected and logged?

Question52: What is warranty?

Question53: Which statement about emergency changes is CORRECT?

Question54: Which describes normal changes?

Question55: 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.

Question56: What is an output?

Question57: Which is the purpose of the 'monitoring and event management' practice?

Question58: Which practice makes new services available for use?

Question59: Which statement about the known error database (KEDB) is CORRECT?

Question60: Which is NOT a component of the service value system?

Question61: Which practice would help a user gain access to an application that they need to use?

Question62: Which function is responsible for the management of a data centre?

Question63: When should a full risk assessment and authorization be carried out for a standard change?

Question64: What is the PRIMARY use of a change schedule?

Question65: A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

Question66: Which is a key consideration for the guiding principle 'keep it simple and practical'?

Question67: How should automation be implemented?

Question68: Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

Question69: What is an event?

Question70: What are the types of asset management?

Question71: Which process is used to compare the value that new services offer with the value of the services they have replaced?

Question72: What is NOT within the scope of service catalogue management?

Question73: Which statement about costs is CORRECT?

Question74: What are the ITIL guiding principles used for?

Question75: 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.

Question76: Which practice identifies metrics that reflect a customer experience of a service?

Question77: Which statement about IT service management is CORRECT?

Question78: Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?