EMT Practice Test

1. Question Content...

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

Question2: What three elements make up the Service Portfolio?

Question3: Which practice has a strong influence on the user experience and perception of the service provider?

Question4: Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

Question5: What is defined as an unplanned interruption or reduction in the quality of a service?

Question6: Which practice establishes a channel between the service provider and its users?

Question7: Which guiding principle considers customer and user experience?

Question8: Which statement about service requests is CORRECT?

Question9: Which guiding principle recommends coordinating all dimensions of service management?

Question10: Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

Question11: 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.

Question12: How should an organization include third-party suppliers in the continual improvement of services?

Question13: Which term is used to describe the prediction and control of income and expenditure within an organization?

Question14: What can be described as an operating model for the creation and management of products and services?

Question15: What is a change schedule PRIMARILY used for?

Question16: Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

Question17: Service transition contains detailed descriptions of which processes?

Question18: Which describes the utility of a service?

Question19: What MAIN factors are considered to assess the priority of an incident?

Question20: Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

Question21: Which skill is required by the 'service level management' practice?

Question22: Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

Question23: Which activity is part of the 'continual improvement' practice?

Question24: Which will NOT be handled as a service request?

Question25: Which statement about the 'continual improvement model' is CORRECT?

Question26: Which two practices use workarounds?

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: What is an event?

Question29: Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

Question30: Which is an activity of 'problem identification'?

Question31: What is a cause, or potential cause, of one or more incidents?

Question32: Which is part of service provision?

Question33: Which practice identifies metrics that reflect the customer's experience of a service?

Question34: In service relationships, what is a benefit of identifying consumer roles?

Question35: Which statement about a service value stream is CORRECT?

Question36: Which is considered by the 'partners and suppliers' dimension?

Question37: Which practice provides visibility of the organization's services by capturing and reporting on service performance?

Question38: Which statement about the 'service desk1 practice is CORRECT?

Question39: Which is a key requirement for a successful service level agreement?

Question40: Which practice is the responsibility of everyone in the organization?

Question41: Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.

Question42: Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Question43: Which term relates to service levels aligned with the needs of service consumers?

Question44: What is the effect of increased automation on the 'service desk1 practice?

Question45: Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

Question46: What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

Question47: Which is an activity of the 'problem management' practice?

Question48: Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

Question49: Which is provided by the 'engage' value chain activity?

Question50: Which dimension includes the knowledge needed for the management of services?

Question51: Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.

Question52: Which is a low risk change that has been pre-approved so that no additional authorization is needed?

Question53: Which directly assists with the diagnosis and resolution of simple incidents?

Question54: Which practice updates information relating to symptoms and business impact?

Question55: Which statement about outcomes is CORRECT?

Question56: Which is a purpose of the 'service desk' practice?

Question57: Which statement about the 'four Ps' of service design is CORRECT?

Question58: What is used to link activities within the service value chain?

Question59: Which is NOT a component of the service value system?

Question60: Which process works with incident management to ensure that security breaches are detected and logged?

Question61: Which value chain activity ensures the availability of service components?

Question62: What is the definition of warranty?

Question63: Which is a purpose of the 'relationship management' practice?

Question64: Which statement about managing incidents is CORRECT?

Question65: Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

Question66: Which practice is responsible for moving new or changed components to live or other environments?

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

Question68: Which statement about change authorization is CORRECT?

Question69: What is the starting point for optimization?

Question70: Which statement about outcome is CORRECT?

Question71: 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.

Question72: What can be used to determine if a service is 'fit for purpose'?

Question73: What term is used to describe whether a service will meet availability, capacity and security requirements?

Question74: Which of the following can be used to access service desks?

Question75: Which statement about the 'change enablement' practice is CORRECT?

Question76: What type of change is MOST likely to be managed by the 'service request management' practice?

Question77: Which skill is an essential part of the 'service level management' practice?

Question78: Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

Question79: When should a workaround be created?

Question80: Which statement about outcomes is CORRECT?

Question81: Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Question82: What is a problem?

Question83: Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

Question84: In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant

Question85: Which usually requires a team of representatives from many stakeholder groups?

Question86: How should an organization adopt continual improvement methods?

Question87: What is the primary focus of business capacity management?

Question88: Identify the missing word in the following sentence.
A user is [?] that uses services.

Question89: Which are elements of the service value system?

Question90: Which statement about change management is CORRECT?

Question91: Which statement about service relationship management is CORRECT?

Question92: Which Practice includes management of workarounds and known errors?

Question93: 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

Question94: What should be considered as part of the 'partners and suppliers' dimension?

Question95: What is a definition of a service improvement plan (SIP)?

Question96: Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].

Question97: Which is NOT a component of the service value system?

Question98: Which is intended to help an organization adopt and adapt ITIL guidance?

Question99: What is the MAIN benefit of 'problem management'?

Question100: What is required by all service desk staff?

Question101: What includes governance as a component?

Question102: What actions does a service desk take for all issues, queries and requests that are reported to them?

Question103: Which guiding principle considers the importance of customer loyalty?

Question104: How does categorization of incidents assist the 'incident management' practice?

Question105: Which is a result of applying the guiding principle 'progress iteratively with feedback'?

Question106: Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

Question107: Where should all master copies of controlled software and documentation be stored?

Question108: Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

Question109: What is defined as a change of state that has significate for the management of an IT service?

Question110: Which guiding principle discourages 'silo activity'?

Question111: Which practice may involve the initiation of disaster recovery?

Question112: Which are the elements of process control?

Question113: 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

Question114: What is an incident?

Question115: Which two are considered part of the 'organizations and people' dimension of service management?
1. Systems of authority
2. Culture
3. Relationships between organizations
4. Workflows

Question116: 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

Question117: Which statement about service desks is CORRECT?

Question118: What must always be done before an activity is automated?

Question119: What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

Question120: What is a configuration item?

Question121: Which should be handled by 'service request management'?

Question122: Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

Question123: Which practice has a purpose that includes ensuring that risks have been properly assessed?

Question124: What should be used to set user expectations for request fulfilment times?

Question125: Which is one of the five aspects of service design?

Question126: What is a recommendation of the 'focus on value' guiding principle?

Question127: 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.

Question128: Which BEST describes the purpose of the 'improve' value chain activity?

Question129: Which is a key requirement for a successful service level agreement (SLA)?

Question130: Which statement about output is correct?

Question131: What is the purpose of service level management?