EMT Practice Test

1. Question Content...

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Question1: Which is part of the 'focus on value' guiding principle?

Question2: Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

Question3: What actions does a service desk take for all issues, queries and requests that are reported to them?

Question4: How does categorization of incidents assist the 'incident management' practice?

Question5: Which of the following is an example of workaround?

Question6: What is defined as an unplanned interruption or reduction in the quality of a service?

Question7: Which statement about the 'service request management' practice is CORRECT?

Question8: 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?

Question9: Which activity is part of the 'continual improvement' practice?

Question10: Which is a low risk change that has been pre-approved so that no additional authorization is needed?

Question11: Which statement about the 'four Ps' of service design is CORRECT?

Question12: What is a definition of a service improvement plan (SIP)?

Question13: Which statement about managing incidents is CORRECT?

Question14: Which statement about service requests is CORRECT?

Question15: Which dimension of service management considers governance, management, and communication?

Question16: What is the reason for using a balanced bundle of service metrics?

Question17: Which practice identifies metrics that reflect the customer's experience of a service?

Question18: Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment

Question19: What can be described as an operating model for the creating and management of products and services?

Question20: What is the starting point for optimization?

Question21: Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Question22: Which value chain activity ensures that service components meet agreed specifications?

Question23: Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Question24: Which processes are responsible for the regular review of underpinning contracts?

Question25: Which is an example of improving service utility using service management automation?

Question26: Which statement about metrics is CORRECT?

Question27: Which skill is an essential part of the 'service level management' practice?

Question28: Which action is performed by a service provider?

Question29: What considerations influence the supplier strategy of an organization?

Question30: Which statement about change management is CORRECT?

Question31: Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

Question32: What are 'engage', 'plan' and 'improve' examples of?

Question33: Which gives a user access to a system?

Question34: Which includes governance, management practices, and continual improvement?

Question35: Which statement BEST describes the value of service strategy to the business?

Question36: What is the purpose of the 'information security management1 practice?

Question37: Which practice has a strong influence on the user experience and perception of the service provider?

Question38: What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

Question39: What are the ITIL guiding principles used for?

Question40: Which activity is part of the 'continual improvement' practice?

Question41: 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

Question42: What is the definition of warranty?

Question43: What is the purpose of the 'deployment management' practice?

Question44: What is recommended by the guiding principle 'progress iteratively with feedback'?

Question45: What is the MOST important reason for prioritizing incidents?

Question46: Which of these should be logged and managed as a problem?

Question47: Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

Question48: What is a service?

Question49: Which statement about emergency changes is CORRECT?

Question50: Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.

Question51: 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.

Question52: What is the CORRECT definition of service management?

Question53: Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.

Question54: Which statement about the steps to fulfill a service request is CORRECT?

Question55: Which is the CORRECT of the 'R' role in a RACI matrix?

Question56: An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

Question57: Which usually requires a team of representatives from many stakeholder groups?

Question58: What should be used to set user expectations for request fulfilment times?

Question59: Which practice has a purpose that includes ensuring that risks have been properly assessed?

Question60: Which competencies are required by the 'service level management' practice?

Question61: Which guiding principle recommends coordinating all dimensions of service management?

Question62: What impact does automation have on a service desk?

Question63: How are target resolution times used in the 'incident management' practice?

Question64: What is the purpose of the 'deployment management' practice?

Question65: Which TWO statements about an organization's culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization

Question66: How should automation be implemented?

Question67: Which value chain activity communicates the current status of all four dimensions of service management?

Question68: What should a release policy include?

Question69: Which practice establishes a channel between the service provider and its users?

Question70: Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule

Question71: Identify the missing words in the following sentence.
The 'incident management' practice should maintain [?] for logging and managing incidents.

Question72: A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

Question73: Which statement about costs is CORRECT?

Question74: What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

Question75: How should the workflow for a new service request be designed?

Question76: Which statement about outcome is CORRECT?

Question77: What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

Question78: Which is the purpose of the 'monitoring and event management' practice?

Question79: Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

Question80: Which statement about IT service management is CORRECT?
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Question81: Which practice involves the management of vulnerabilities that were not identified before the service went live?

Question82: 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.

Question83: Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

Question84: Which step of the continual improvement model includes baseline assessments?

Question85: Which Practice includes management of workarounds and known errors?

Question86: Which is a supplier category?

Question87: Which is a key requirement for a successful service level agreement?

Question88: Which dimension includes the knowledge needed for the management of services?

Question89: What is a definition of a problem?

Question90: Which 'service level management' activity helps staff to deliver a more business-focused service?

Question91: Which is a purpose of the 'relationship management' practice?

Question92: Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

Question93: Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

Question94: Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

Question95: Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

Question96: How does information about problems and known errors contribute to 'incident management'?

Question97: 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.

Question98: What can be described as an operating model for the creation and management of products and services?

Question99: Which statement about the 'incident management' practice is CORRECT?

Question100: Which Guiding principle says that it is not usually necessary to build something new?

Question101: Which is an activity of 'problem identification'?

Question102: Which role approves the cost of services?

Question103: Which statement about 'continual improvement' is CORRECT?

Question104: Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

Question105: Which statement about the automation of service requests is CORRECT?

Question106: Which of the following can be used to access service desks?

Question107: Which statement about the 'change enablement' practice is CORRECT?

Question108: Which practice owns and manages issues, queries and requests from users?

Question109: What is the purpose of the 'relationship management' practice?

Question110: What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

Question111: What is an IT asset?

Question112: Where should all master copies of controlled software and documentation be stored?

Question113: What varies in size and complexity, and uses functions to achieve its objectives?

Question114: What are the MOST important skills required by service desk staff?

Question115: Which describes normal changes?

Question116: Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

Question117: Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.

Question118: Which service management dimension is focused on activities and how these are coordinated?

Question119: Which is one of the five aspects of service design?

Question120: Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

Question121: Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

Question122: Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].

Question123: Which dimension of service management considers the workflows and controls needed to deliver services?

Question124: Which statement about the 'continual improvement model' is CORRECT?

Question125: How does a service consumer contribute to the reduction of disk?