EMT Practice Test

1. Question Content...

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Question1: Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

Question2: Which dimension of service management considers governance, management, and communication?

Question3: Which statement about the 'continual improvement model' is CORRECT?

Question4: What is the MAIN benefit of 'problem management'?

Question5: Which guiding principle considers customer and user experience?

Question6: Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Question7: Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

Question8: When should a full risk assessment and authorization be carried out for a standard change?

Question9: What should be used to set user expectations for request fulfilment times?

Question10: What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

Question11: What is the definition of warranty?

Question12: What is the primary focus of business capacity management?

Question13: How should an organization include third-party suppliers in the continual improvement of services?

Question14: Which step of the continual improvement model includes baseline assessments?

Question15: Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

Question16: What is the PRIMARY use of a change schedule?

Question17: Which statement about known errors and problems is CORRECT?

Question18: Which are elements of the service value system?

Question19: What is a service?

Question20: Which statement about the 'change enablement' practice is CORRECT?

Question21: What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

Question22: Which practice is the responsibility of everyone in the organization?

Question23: How should the workflow for a new service request be designed?

Question24: What is defined as any financially valuable component that can contribute to the delivery of a service?

Question25: 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.

Question26: How should automation be implemented?

Question27: Which statement about change management is CORRECT?

Question28: An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?

Question29: What term is used to describe whether a service will meet availability, capacity and security requirements?

Question30: Which is included in the purpose of the 'deliver and support' value chain activity?

Question31: What should be done for every problem?

Question32: How does categorization of incidents assist the 'incident management' practice?

Question33: Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Question34: Which should be handled by 'service request management'?

Question35: Which is a key requirement for a successful service level agreement (SLA)?

Question36: Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

Question37: Which service level metrics are BEST for measuring user experience?

Question38: Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

Question39: Which is included in the purpose of the 'service level management' practice?

Question40: Which is an activity of 'problem identification'?

Question41: Which skill is required by the 'service level management' practice?

Question42: What is the MOST important reason for prioritizing incidents?

Question43: How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions

Question44: Which term relates to service levels aligned with the needs of service consumers?

Question45: Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

Question46: Which dimension includes activities and workflows?

Question47: Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

Question48: Which of these should be logged and managed as a problem?

Question49: Which is an example of improving service utility using service management automation?

Question50: A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

Question51: Which practice forms a link between the service provider and the users of services?

Question52: Which gives a user access to a system?

Question53: Which value chain activity communicates the current status of all four dimensions of service management?

Question54: Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

Question55: What MAIN factors are considered to assess the priority of an incident?

Question56: What is used to link activities within the service value chain?

Question57: What is NOT within the scope of service catalogue management?

Question58: Which is a purpose of release management?

Question59: What are guiding principles?

Question60: Which is one of the MAIN concerns of the 'design and transition' value chain activity?

Question61: Which dimension considers how knowledge assets should be protected?

Question62: Which is a key consideration for the guiding principle 'keep it simple and practical'?

Question63: Which is provided by the 'engage' value chain activity?

Question64: Which statement about change authorization is CORRECT?

Question65: Which statement about change authorities is CORRECT?

Question66: Which service transition process provides guidance about converting data into information?

Question67: Which statement about outcomes is CORRECT?

Question68: What is the effect of increased automation on the 'service desk1 practice?

Question69: How are target resolution times used in the 'incident management' practice?

Question70: Which will NOT be handled as a service request?

Question71: What are the MOST important skills required by service desk staff?

Question72: What actions does a service desk take for all issues, queries and requests that are reported to them?

Question73: Which describes a CORRECT approach to change authorization?

Question74: Which practice updates information relating to symptoms and business impact?

Question75: Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services

Question76: Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals

Question77: What is defined as a change of state that has significance for the management of an IT service?

Question78: Identify the missing words in the following sentence.
The 'incident management' practice should maintain [?] for logging and managing incidents.

Question79: Which process works with incident management to ensure that security breaches are detected and logged?

Question80: Which practice needs people who understand complex systems and have creative and analytical skills?

Question81: When should a change request be submitted to resolve a problem?

Question82: Which phase of problem management includes analysing incidents to look for patterns and trends?

Question83: Which activity is part of the 'continual improvement practice?

Question84: What is the expected outcome from using a service value chain?

Question85: Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

Question86: Which statement about the 'incident management' practice is CORRECT?

Question87: Which describes normal changes?

Question88: A service offering may include, access to resources, and service actions, which is an example of a service action?

Question89: Which two statements about the guiding principles are CORRECT?
1. The guiding principles support continual improvement
2. Each guiding principle applies to a selection of the available stakeholder groups
3. Organizations should decide which one of the guiding principles is relevant to them
4. Organizations should consider how the guiding principles interact with each other

Question90: Which ITIL concept describes governance?

Question91: 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

Question92: Why should incidents be prioritized?

Question93: 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.

Question94: What do customer perceptions and business outcomes help to define?

Question95: What is the purpose of the 'problem management' practice?

Question96: 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?

Question97: Which practice has a purpose that includes restoring normal service operation as quickly as possible?

Question98: Which practice provides users with a way to get various requests arranged, explained and coordinated?

Question99: What should be considered as part of the 'partners and suppliers' dimension?

Question100: What helps diagnose and resolve a simple incident?

Question101: Which role approves the cost of services?

Question102: What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

Question103: Which practice provides a single point of contact for users?

Question104: Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Question105: Which value chain activity ensures that service components meet agreed specifications?

Question106: Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Question107: Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

Question108: Which practice may involve the initiation of disaster recovery?

Question109: Which is the BEST example of an emergency change?

Question110: What can be described as an operating model for the creation and management of products and services?

Question111: Which value chain activity ensures the availability of service components?

Question112: Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

Question113: What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

Question114: When should a workaround be created?

Question115: What is a problem?

Question116: Which 'service level management' activity helps staff to deliver a more business-focused service?

Question117: 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.

Question118: How does information about problems and known errors contribute to 'incident management'?

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

Question120: Which statement about outcomes is CORRECT?

Question121: Which does the ITIL service value system discourage?

Question122: Which will help solve incidents more quickly?

Question123: How should an organization prioritize incidents?

Question124: Which is a key requirement for a successful service level agreement?

Question125: Which statement about costs is CORRECT?

Question126: Which term describes the functionality offered by a service?

Question127: Which describes a set of defined steps for implementing improvements?

Question128: Which statement about the 'continual improvement model' is CORRECT?

Question129: Which guiding principle recommends coordinating all dimensions of service management?

Question130: What must always be done before an activity is automated?

Question131: Which statement about a service value stream is CORRECT?