EMT Practice Test

1. Question Content...

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Question1: What is the purpose of service level management?

Question2: Which practice would help a user gain access to an application that they need to use?

Question3: What is a change schedule PRIMARILY used for?

Question4: Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Question5: What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

Question6: Which action is performed by a service provider?

Question7: Which is a use of the change schedule?

Question8: What is used to link activities within the service value chain?

Question9: Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

Question10: 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

Question11: Which service transition process provides guidance about converting data into information?

Question12: Which practice makes use of methods from Lean. Agile and DevOps?

Question13: Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

Question14: What role would be MOST suitable for someone with tots of experience working in IT and business roles?
They also have experience of managing relationships with various stakeholders, including suppliers and business managers.

Question15: Which guiding principle considers the importance of customer loyalty?

Question16: Which guiding principle recommends coordinating all dimensions of service management?

Question17: Which is an example of a business related measurement?

Question18: What is an incident?

Question19: Which guiding principle recommends assessing the current state and deciding what can be reused?

Question20: Which is included in the purpose of the 'service level management' practice?

Question21: Which practice identifies metrics that reflect a customer experience of a service?

Question22: What varies in size and complexity, and uses functions to achieve its objectives?

Question23: Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

Question24: Which value chain activity ensures the availability of service components?

Question25: Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Question26: Which is a low risk change that has been pre-approved so that no additional authorization is needed?

Question27: What should all 'continual improvement' decisions be based on?

Question28: Which dimension includes the knowledge needed for the management of services?

Question29: What is a configuration item?

Question30: What is recommended by the guiding principle 'progress iteratively with feedback'?

Question31: Which statement about service desks is CORRECT?

Question32: When should a full risk assessment and authorization be carried out for a standard change?

Question33: Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Question34: Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

Question35: What is warranty?

Question36: What is defined as a cause, or potential cause, of one or more incidents?

Question37: Which statement about standard changes is CORRECT?

Question38: Which is a key requirement for a successful service level agreement (SLA)?

Question39: Which ITIL concept describes governance?

Question40: Which is a purpose of the 'service desk' practice?

Question41: Which practice has a purpose that includes ensuring that risks have been properly assessed?

Question42: What should be considered as part of the 'partners and suppliers' dimension?

Question43: What is the purpose of the 'monitoring and event management' practice?

Question44: What is the expected outcome from using a service value chain?

Question45: Identity 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 p\. and the CIs that support them, is available when and where it is needed

Question46: Identify the missing word in the following sentence.
A user is [?] that uses services.

Question47: Which will help solve incidents more quickly?

Question48: Which describe a 'change authority'?

Question49: Which of the following is NOT recommended by the guiding principle 'start where you are?

Question50: Which value chain activity ensures that ongoing service activity meets user expectations?

Question51: What is the definition of a known error?

Question52: Which describes a CORRECT approach to change authorization?

Question53: Which statement about the steps to fulfill a service request is CORRECT?

Question54: Which is provided by the 'engage' value chain activity?

Question55: Why should service desk staff detect recurring issues?

Question56: Which practice recommends that organizations develop competencies an techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

Question57: Which is NOT a component of the service value system?

Question58: 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

Question59: Which is a use of a change schedule?

Question60: Which is part of the 'focus on value' guiding principle?

Question61: Which processes are responsible for the regular review of underpinning contracts?

Question62: What includes governance as a component?

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

Question64: Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

Question65: Which activity is part of the 'continual improvement' practice?

Question66: Which statement BEST describes the value of service strategy to the business?

Question67: Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

Question68: Which is a risk that might be removed from a service consumer by an IT service?

Question69: In which situation will incident management USUALLY use a separate process?

Question70: What is defined as any component that needs to be managed in order to deliver an IT service?

Question71: Who is responsible for defining metrics for change management?

Question72: Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

Question73: What describes how components and activities work together to facilitate value creation?

Question74: What is an IT asset?

Question75: Which statement about outcomes is CORRECT?

Question76: Which is the BEST example of a standard change?

Question77: Which term relates to service levels aligned with the needs of service consumers?

Question78: How should an organization adopt continual improvement methods?

Question79: Which dimension considers the application of artificial intelligence to service management?

Question80: In service relationships, what is a benefit of identifying consumer roles?

Question81: Which is an objective of the design coordination process?

Question82: Which statement about the 'service desk1 practice is CORRECT?

Question83: 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.

Question84: Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

Question85: Which is one of the five aspects of service design?

Question86: Which statement about the 'change enablement' practice is CORRECT?

Question87: Which is part of the definition of a customer?

Question88: What can be described as an operating model for the creating and management of products and services?

Question89: 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

Question90: Which practice owns and manages issues, queries and requests from users?

Question91: What should a release policy include?

Question92: What does 'change enablement' PRIMARILY focus on?

Question93: 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 [?].

Question94: Which is an important principle of communication in service operation?

Question95: Which practice may involve the initiation of disaster recovery?

Question96: Which practice has a purpose that includes restoring normal service operation as quickly as possible?

Question97: Which statement about problems is CORRECT?

Question98: Which practice helps to ensure that the services delivered to customers are aligned with their needs?

Question99: Why should incidents be prioritized?

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

Question101: Which process is used to compare the value that new services offer with the value of the services they have replaced?

Question102: Which statement about a 'continual improvement register' is CORRECT?

Question103: Which is a way of applying the guiding principle 'focus on value'?

Question104: Which are elements of the service value system?

Question105: What MAIN factors are considered to assess the priority of an incident?

Question106: What term is used to describe whether a service will meet availability, capacity and security requirements?

Question107: What is a definition of a problem?

Question108: Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

Question109: What is the MOST important reason for prioritizing incidents?

Question110: Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

Question111: Which practice provides users with a way to get various requests arranged, explained and coordinated?

Question112: Which statement about the known error database (KEDB) is CORRECT?

Question113: 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

Question114: Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

Question115: Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

Question116: Which is a purpose of the 'engage' value chain activity?

Question117: Where are the details of the required performance outcomes of a service denned?

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

Question119: What is a definition of a service improvement plan (SIP)?

Question120: Which describes outcomes?

Question121: Which is part of service provision?

Question122: What is the MAIN benefit of 'problem management'?

Question123: Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

Question124: How can a service consumer contnbute to the reduction of nsk?

Question125: Which practice has a strong influence on the user experience and perception of the service provider?

Question126: Which is included in the purpose of the 'change enablement' practice?

Question127: Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)

Question128: Which should be handled by 'service request management'?

Question129: 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

Question130: What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

Question131: Which is one of the MAIN concerns of the 'design and transition' value chain activity?

Question132: What impact does automation have on a service desk?

Question133: What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

Question134: Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].

Question135: Which guiding principle considers customer and user experience?

Question136: When should a workaround be created?

Question137: Which statement about outcomes is CORRECT?

Question138: Which is a key requirement for a successful service level agreement?

Question139: Which is an activity of the 'incident management" practice?

Question140: Which is a recommendation for applying the guiding principle 'keep it simple and practical?

Question141: Which is a use of a continual improvement register?

Question142: What are the types of asset management?

Question143: Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

Question144: Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

Question145: What are the MOST important skills required by service desk staff?

Question146: Which includes governance, management practices, and continual improvement?

Question147: Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

Question148: Which practice provides support for managing feedback, compliments and complaints from users?

Question149: Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Question150: Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].