EMT Practice Test

1. Question Content...

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Question1: Who is responsible for defining metrics for change management?

Question2: What should be done first when applying the 'focus on value' guiding principle?

Question3: What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

Question4: What describes how components and activities work together to facilitate value creation?

Question5: Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

Question6: Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

Question7: What are the MOST important skills required by service desk staff?

Question8: Which is an objective of the design coordination process?

Question9: What is an IT asset?

Question10: What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

Question11: What is important for a 'continual improvement register' (CIR)?

Question12: Identify the missing words in the following sentence.
The 'incident management' practice should maintain [?] for logging and managing incidents.

Question13: What can be used to determine if a service is 'fit for purpose'?

Question14: Which BEST describes the purpose of the 'improve' value chain activity?

Question15: 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.

Question16: Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

Question17: Which describes a standard change?

Question18: Which is included in the purpose of the 'deliver and support' value chain activity?

Question19: Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

Question20: Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?

Question21: Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

Question22: Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

Question23: What should be used to set user expectations for request fulfilment times?

Question24: Which describes the utility of a service?

Question25: Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

Question26: Which of the following can be used to access service desks?

Question27: Which helps to streamline the fulfilment of service requests?

Question28: Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

Question29: Which statement about the 'incident management' practice is CORRECT?

Question30: Which Guiding principle says that it is not usually necessary to build something new?

Question31: Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.

Question32: 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.

Question33: Which statement about the 'incident management' practice is CORRECT?

Question34: What are typically recognized through notifications created by an IT service, CI or monitoring tool?

Question35: Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.

Question36: Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

Question37: Which statement about output is correct?

Question38: Which statement about the 'four Ps' of service design is CORRECT?

Question39: Which practice establishes a channel between the service provider and its users?

Question40: Which statement about the 'continual improvement' practice is CORRECT?

Question41: Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Question42: Which activity is part of the 'continual improvement practice?

Question43: Which service transition process provides guidance about converting data into information?

Question44: Which dimension considers data security and privacy?

Question45: Which is an objective of the design coordination process?

Question46: What varies in size and complexity, and uses functions to achieve its objectives?

Question47: Which statement about value streams is CORRECT?

Question48: Which practice includes management of workarounds and known errors?

Question49: Which guiding principle says that services and processes should NOT provide a solution for every exception?

Question50: Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

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

Question52: Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Question53: Which statement about outcomes is CORRECT?

Question54: What is the starting point for optimization?

Question55: Which describes a CORRECT approach to change authorization?

Question56: Which is a result of applying the guiding principle 'progress iteratively with feedback'?

Question57: Which is an activity of 'problem identification'?

Question58: Which statement about problems is CORRECT?

Question59: What is described by the service value system?

Question60: What is the purpose of the 'information security management1 practice?

Question61: In which situation will incident management USUALLY use a separate process?

Question62: What should be considered as part of the 'partners and suppliers' dimension?

Question63: Identify the missing word in the following sentence.
A user is [?] that uses services.

Question64: What should a release policy include?

Question65: Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Question66: What can be described as an operating model for the creation and management of products and services?

Question67: 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

Question68: What describes the steps needed to create and deliver a specific service to a consumer?

Question69: When planning 'continual improvement', which approach for assessing the current state of a service is
CORRECT?

Question70: Which dimension of service management considers how activities are coordinated?

Question71: Which statement about the 'four Ps' of service design is CORRECT?

Question72: What is the definition of warranty?

Question73: Which is one of the MAIN concerns of the 'design and transition' value chain activity?

Question74: What does the 'service request management' practice depend on for maximum efficiency?

Question75: What should a release policy include?

Question76: Where are the details of the required performance outcomes of a service denned?

Question77: What should be done to determine the appropriate metrics for measuring a new service?

Question78: Which statement about outcomes is CORRECT?

Question79: Which practice may involve the initiation of disaster recovery?

Question80: Which practice's purpose includes creating closer more collaborative relationships?

Question81: Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

Question82: What is described by the service value system?

Question83: Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

Question84: Which is a recommendation for applying the guiding principle 'keep it simple and practical?

Question85: When should a change request be submitted to resolve a problem?

Question86: Which is part of the definition of a customer?

Question87: A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

Question88: 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.

Question89: What should be done for every problem?

Question90: 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.

Question91: 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

Question92: What should be used to set user expectations for request fulfillment times?

Question93: What is a definition of a service improvement plan (SIP)?

Question94: Which statement about change management is CORRECT?

Question95: Which practice provides a communications point for users to report operational issues, queries and requests?

Question96: Which is a purpose of the 'relationship management' practice?

Question97: Which statement about IT service management is CORRECT?

Question98: Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

Question99: Which dimension of service management considers the workflows and controls needed to deliver services?

Question100: Which skill is an essential part of the 'service level management' practice?

Question101: Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

Question102: Which statement about the 'service desk1 practice is CORRECT?

Question103: 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.

Question104: Which statement about outcomes is CORRECT?

Question105: What should all 'continual improvement' decisions be based on?

Question106: How can a service consumer contnbute to the reduction of nsk?

Question107: Which helps to streamline the fulfilment of service requests?

Question108: Which practice has a purpose that includes restoring normal service operation as quickly as possible?

Question109: Which guiding principle recommends collecting data before deciding what can be re-used?

Question110: Which is a purpose of the 'service level management' practice?

Question111: Which guiding principle considers the importance of customer loyalty?

Question112: In service relationships, what is a benefit of identifying consumer roles?

Question113: Which is provided by the 'engage' value chain activity?

Question114: Which Practice includes management of workarounds and known errors?

Question115: Which is a purpose of the 'relationship management' practice?

Question116: 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 [?].

Question117: Which is NOT a key focus of the 'information and technology' dimension?

Question118: Which is a low risk change that has been pre-approved so that no additional authorization is needed?

Question119: Which is an activity of the 'incident management" practice?

Question120: What can be described as an operating model for the creating and management of products and services?

Question121: 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

Question122: Which statement about the 'continual improvement model' is CORRECT?

Question123: Which statement about outcomes is CORRECT?

Question124: 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.

Question125: Which ITIL concept helps an organization to make good decisions?

Question126: Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Question127: Which is NOT a component of the service value system?

Question128: Which statement about value creating activities is CORRECT?

Question129: Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

Question130: Which statement about the 'optimize and automate' guiding principle is CORRECT?

Question131: Which describes a set of defined steps for implementing improvements?

Question132: An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?

Question133: What is an incident?

Question134: Which is an activity of the 'problem management' practice?

Question135: Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

Question136: 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.

Question137: What is the purpose of the 'incident management' practice?

Question138: What is a definition of a problem?

Question139: Which is a key requirement for a successful service level agreement?

Question140: Which statement about the 'four Ps' of service design is CORRECT?

Question141: What is a recommendation of the 'focus on value' guiding principle?

Question142: What is NOT within the scope of service catalogue management?

Question143: What is a service?

Question144: Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

Question145: Which practice has a purpose that includes aligning the organization's practices and services with changing
business needs?

Question146: Which is described by the 'organizations and people' dimension of service management?

Question147: Which activity captures the demand for incident resolution and service requests?

Question148: Which statement about outcomes is CORRECT?

Question149: Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?

Question150: Which is part of the value proposition of a service?

Question151: Which statement about the service value chain is CORRECT?

Question152: Which is a result of applying the guiding principle 'progress iteratively with feedback'?

Question153: How does information about problems and known errors contribute to 'incident management'?

Question154: Which practice forms a link between the service provider and the users of services?

Question155: How does a service consumer contribute to the reduction of disk?

Question156: Which should be handled by 'service request management'?

Question157: Which is an objective of the design coordination process?

Question158: Which stakeholders co-create value in a service relationship?

Question159: Which statement about the 'service request management' practice is CORRECT?

Question160: Which practice updates information relating to symptoms and business impact?

Question161: Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?

Question162: 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

Question163: Which guiding principle focuses on reducing costs and human errors?

Question164: What do customer perceptions and business outcomes help to define?

Question165: Which statement about the 'change enablement' practice is CORRECT?

Question166: What is a configuration item?

Question167: What is a cause, or potential cause, of one or more incidents?

Question168: Which guiding principle recommends assessing the current state and deciding what can be reused?

Question169: Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

Question170: Which usually requires a team of representatives from many stakeholder groups?

Question171: Which is a use of a change schedule?

Question172: Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity

Question173: Which processes are responsible for the regular review of underpinning contracts?

Question174: Which can act as an operating model for an organization?

Question175: A service offering may include goods, access to resources, and service actions. Which is an example of a service action?

Question176: Which statement about the steps to fulfill a service request is CORRECT?

Question177: Which is a supplier category?

Question178: Which term describes the functionality offered by a service?

Question179: What is a change schedule PRIMARILY used for?

Question180: Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

Question181: Which practice has a strong influence on the user experience and perception of the service provider?

Question182: What is recommended by the guiding principle 'progress iteratively with feedback'?

Question183: Which practice provides users with a way to get various requests arranged, explained and coordinated?

Question184: Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

Question185: Which practice provides a communications point for users to report operational issues, queries and requests?

Question186: What is required by all service desk staff?

Question187: Which are elements of the service value system?

Question188: 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

Question189: Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Question190: What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

Question191: Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

Question192: What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.

Question193: Which statement about problems is CORRECT?

Question194: What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

Question195: What is warranty?

Question196: Which statement about the automation of service requests is CORRECT?