EMT Practice Test

1. Question Content...

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Question1: What is important for a 'continual improvement register' (CIR)?

Question2: What is the starting point for optimization?

Question3: Which of the four dimensions include, the knowledge bases needed to deliver and manage services?

Question4: Which is NOT a component of the service value system?

Question5: Which statement about service requests is CORRECT?

Question6: Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

Question7: Which is a key requirement for a successful service level agreement?

Question8: Which is considered by the 'partners and suppliers' dimension?

Question9: Which practice establishes a channel between the service provider and its users?

Question10: When should a change request be submitted to resolve a problem?

Question11: Which dimension considers data security and privacy?

Question12: Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

Question13: What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

Question14: What helps diagnose and resolve a simple incident?

Question15: Which activity captures the demand for incident resolution and service requests?

Question16: Which guiding principle says that services and processes should NOT provide a solution for every exception?

Question17: Which are the elements of process control?

Question18: Which value chain activity ensures that service components meet agreed specifications?

Question19: Which includes governance, management practices, and continual improvement?

Question20: Which statement about the 'incident management' practice is CORRECT?

Question21: Which statement about the 'continual improvement model' is CORRECT?

Question22: Which guiding principle discourages 'silo activity'?

Question23: Which is a supplier category?

Question24: What is the purpose of problem management?

Question25: Which is an important principle of communication in service operation?

Question26: An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

Question27: What is defined as a change of state that has significate for the management of an IT service?

Question28: When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?

Question29: What three elements make up the Service Portfolio?

Question30: What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

Question31: Which Practice includes management of workarounds and known errors?

Question32: Which ITIL concept describes governance?

Question33: Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

Question34: Which is part of the 'focus on value' guiding principle?

Question35: Which practice would help a user gain access to an application that they need to use?

Question36: Which statement about outcomes is CORRECT?

Question37: What type of change is MOST likely to be managed by the 'service request management' practice?

Question38: Which guiding principle considers customer and user experience?

Question39: Which statement about the automation of service requests is CORRECT?

Question40: Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.

Question41: 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 performances are [?] appropriately to support the seamless provision of quality products and services.

Question42: Where should all master copies of controlled software and documentation be stored?

Question43: Which statement BEST describes the value of service strategy to the business?

Question44: Which statement about the steps to fulfill a service request is CORRECT?

Question45: What can a service remove from the consumer and impose on the consumer?

Question46: Which is a purpose of the 'service desk' practice?

Question47: Identify the missing word in the following sentence.
A user is [?] that uses services.

Question48: What is the definition of a known error?

Question49: Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.

Question50: Which describes a set of defined steps for implementing improvements?

Question51: Which dimension of service management considers governance, management, and communication?

Question52: Which guiding principle considers the importance of customer loyalty?

Question53: What should be done to determine the appropriate metrics for measuring a new service?

Question54: Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

Question55: Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

Question56: What are the MOST important skills required by service desk staff?

Question57: When should a full risk assessment and authorization be carried out for a standard change?

Question58: What should be considered as part of the 'partners and suppliers' dimension?

Question59: In which step of the 'continual improvement model' is an improvement plan implemented?

Question60: Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Question61: Which dimension includes activities and workflows?

Question62: Which are elements of the service value system?

Question63: Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Question64: Which practice is responsible for moving new or changed components to live or other environments?

Question65: 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?

Question66: Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?

Question67: What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

Question68: Which dimension includes the knowledge needed for the management of services?

Question69: 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

Question70: What is the purpose of the 'deployment management' practice?

Question71: Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Question72: Which phase of problem management includes analysing incidents to look for patterns and trends?

Question73: Which helps to streamline the fulfilment of service requests?

Question74: Which is one of the MAIN concerns of the 'design and transition' value chain activity?

Question75: Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

Question76: Which will NOT be handled as a service request?

Question77: Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

Question78: Which gives a user access to a system?

Question79: 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

Question80: Which practice provides a single point of contact for users?

Question81: Which is a purpose of release management?

Question82: What is defined as an unplanned interruption or reduction in the quality of a service?

Question83: Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

Question84: Which is NOT a key focus of the 'information and technology' dimension?

Question85: Which is an external input to the service value chain?

Question86: Which practice has a strong influence on the user experience and perception of the service provider?

Question87: Which is a purpose of the 'service level management' practice?

Question88: Which is a key consideration for the guiding principle 'keep it simple and practical'?

Question89: Which of the following can be used to access service desks?

Question90: Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

Question91: Which describes normal changes?

Question92: What can be described as an operating model for the creating and management of products and services?

Question93: What is an event?

Question94: What is defined as a cause, or potential cause, of one or more incidents?

Question95: Which statement about standard changes is CORRECT?

Question96: Which is a low risk change that has been pre-approved so that no additional authorization is needed?

Question97: Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Question98: Which statement about metrics is CORRECT?

Question99: Which statement about known errors and problems is CORRECT?

Question100: Which is included in the purpose of the 'service level management' practice?

Question101: What is the reason for using a balanced bundle of service metrics?

Question102: Which statement about the 'optimize and automate' guiding principle is CORRECT?

Question103: Which is part of the definition of a customer?

Question104: How does a service consumer contribute to the reduction of disk?

Question105: What are the MOST important skills required by service desk staff?

Question106: Which is a risk that might be removed from a service consumer by an IT service?

Question107: Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

Question108: Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

Question109: Which is an example of a business related measurement?

Question110: Which costs are included in the value proposition of a service?

Question111: Which is a use of the change schedule?

Question112: Which is a purpose of the 'service desk' practice?

Question113: How should automation be implemented?

Question114: What are 'engage', 'plan' and 'improve' examples of?

Question115: Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

Question116: Which practice provides support for managing feedback, compliments and complaints from users?

Question117: What is used to link activities within the service value chain?

Question118: Which statement about the 'continual improvement model' is CORRECT?

Question119: Which guiding principle recommends standardizing and streamlining manual tasks?

Question120: What is a cause, or potential cause, of one or more incidents?

Question121: What is a definition of a problem?

Question122: An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?

Question123: What is the purpose of service level management?

Question124: Which practice is the responsibility of everyone in the organization?

Question125: Which of the following is an example of workaround?

Question126: Which value chain activity communicates the current status of all four dimensions of service management?

Question127: Which stakeholders co-create value in a service relationship?

Question128: What includes governance as a component?

Question129: Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?