EMT Practice Test

1. Question Content...

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Question1: Which statement about output is correct?

Question2: Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.

Question3: Which practice has a purpose that includes ensuring that risks have been properly assessed?

Question4: Which is the CORRECT of the 'R' role in a RACI matrix?

Question5: What is the primary focus of business capacity management?

Question6: Which of the following is included in the purpose of the 'continual improvement' printer?

Question7: Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

Question8: Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

Question9: Which is a recommendation of the guiding principle 'think and work holistically'?

Question10: Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

Question11: Which practice has the purpose of ensuring that the organization's suppliers and their performance and
managed appropriately to support the provision of seamless, quality products and services?

Question12: Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

Question13: What is the purpose of the 'deployment management' practice?

Question14: Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

Question15: What should be done first when applying the 'focus on value' guiding principle?

Question16: 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.

Question17: What considerations influence the supplier strategy of an organization?

Question18: Which 'service level management' activity helps staff to deliver a more business-focused service?

Question19: Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?

Question20: Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

Question21: Which term describes the functionality offered by a service?

Question22: Which guiding principle considers the importance of customer loyalty?

Question23: What is NOT within the scope of service catalogue management?

Question24: Which describes a CORRECT approach to change authorization?

Question25: Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].

Question26: Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?

Question27: Which describes the 'plan' value chain activity?

Question28: Which is a low risk change that has been pre-approved so that no additional authorization is needed?

Question29: Which guiding principle says that services and processes should NOT provide a solution for every exception?

Question30: Which statement about outcomes is CORRECT9

Question31: Which activity is part of the 'continual improvement' practice?

Question32: Which practice has a strong influence on the user experience and perception of the service provider?

Question33: What is the purpose of service level management?

Question34: Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.

Question35: Which is an example of a business related measurement?

Question36: Which statement about 'continual improvement' is CORRECT?

Question37: Which is a recommendation for applying the guiding principle 'keep it simple and practical?

Question38: Which is a key element of :he 'think and work holistically' guiding principle?

Question39: When should a full risk assessment and authorization be carried out for a standard change?

Question40: What can be described as an operating model for the creating and management of products and services?

Question41: Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Question42: Which practice provides users with a way to get various requests arranged, explained and coordinated?

Question43: Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

Question44: Which is an external input to the service value chain?

Question45: What are guiding principles?

Question46: Which statement about service relationship management is CORRECT?

Question47: Which practice makes use of methods from Lean. Agile and DevOps?

Question48: Which describes a set of defined steps for implementing improvements?

Question49: Which practice nurtures links with stakeholders at strategic and tactical levels'?

Question50: Which is a use of a continual improvement register?

Question51: Which is CORRECT about change authorization?

Question52: How do all value chain activities transform inputs to outputs?

Question53: How are target resolution times used in the 'incident management' practice?

Question54: Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Question55: Which practice needs people who understand complex systems and have creative and analytical skills?

Question56: What describes how components and activities work together to facilitate value creation?

Question57: Why should some service requests be fulfilled with no additional approvals?

Question58: Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?

Question59: Which statement about emergency changes is CORRECT?

Question60: Which statement about costs is CORRECT?

Question61: Which statement about a 'continual improvement register' is CORRECT?

Question62: Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

Question63: 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

Question64: What is the MAIN benefit of 'problem management'?

Question65: Which is the correct combination of items that makes up an IT service?

Question66: Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?

Question67: Which is included in the purpose of the 'change enablement' practice?

Question68: What is the CORRECT definition of service management?

Question69: What is used to link activities within the service value chain?

Question70: Which is the BEST example of a standard change?

Question71: Which statement BEST describes the value of service strategy to the business?

Question72: Which statement about service requests is CORRECT?

Question73: Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed

Question74: Which practice recommends that organizations develop competencies an techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

Question75: Which is an example o' a service request?

Question76: What is the purpose of problem management?

Question77: Which statement about the automation of service requests is CORRECT?

Question78: What term is used to describe the functionality of a service?

Question79: What type of change is MOST likely to be managed as a service request?

Question80: Which practice identifies metrics that reflect the customer's experience of a service?

Question81: Which of the following is an example of workaround?

Question82: What type of chance is often used for resolving incidents or implementing security patches?

Question83: Which usually requires a team of representatives from many stakeholder groups?

Question84: How does information about problems and known errors contribute to 'incident management'?

Question85: Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Question86: How should automation be implemented?

Question87: Which of the four dimensions focuses or managing data in compliance with industry regulations?

Question88: What should be done for every problem?

Question89: Which is a key requirement for a successful service level agreement?

Question90: Which dimension includes the knowledge needed for the management of services?

Question91: A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?

Question92: Which is an objective of the design coordination process?

Question93: What should a release policy include?

Question94: 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?

Question95: 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

Question96: 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

Question97: Which is part of service provision?

Question98: What is defined as "the role that uses services?

Question99: Which statement about the 'incident management' practice is CORRECT?

Question100: Which describes a standard change?

Question101: For which purpose would the continual improvement practice use a SWOT analysis?

Question102: Service transition contains detailed descriptions of which processes?

Question103: Which statement about outcomes is CORRECT?

Question104: How should an organization include third-party suppliers in the continual improvement of services?

Question105: Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

Question106: Which process works with incident management to ensure that security breaches are detected and logged?

Question107: Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity

Question108: What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

Question109: Which is a key consideration for the guiding principle 'keep it simple and practical'?

Question110: What is defined as a change of state that has significate for the management of an IT service?

Question111: Identify the missing word in the following sentence.
A user is [?] that uses services.

Question112: Identity the missing word(s) in the blowing sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].

Question113: Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Question114: What does 'change enablement' PRIMARILY focus on?

Question115: Which is the MOST important stakeholder group that a service provider needs to collaborate with?

Question116: Which is handled as a service request?

Question117: Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

Question118: Which role approves the cost of services?

Question119: How should the workflow for a new service request be designed?

Question120: Which guiding principle discourages 'silo activity'?

Question121: Which step of the continual improvement model includes baseline assessments?

Question122: What three elements make up the Service Portfolio?

Question123: Which statement about the 'continual improvement' practice is CORRECT?

Question124: Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].

Question125: 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.

Question126: 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

Question127: When should a change request be submitted to resolve a problem?

Question128: Which of these activities is carried out as part of 'problem management'?

Question129: Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

Question130: Which guiding principle helps to ensure that better information is available for decision making?

Question131: In which situation will incident management USUALLY use a separate process?

Question132: Which activity captures the demand for incident resolution and service requests?

Question133: Which facilitates outcomes that customers want to achieve?

Question134: Which is an activity of 'problem identification'?

Question135: 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.

Question136: What is the starting point for optimization?

Question137: Which is an example of improving service utility using service management automation?

Question138: Which includes governance, management practices, and continual improvement?

Question139: Which costs are included in the value proposition of a service?

Question140: Which is an important principle of communication in service operation?

Question141: Which is an activity of the 'problem management' practice?

Question142: 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.

Question143: Which problem management activity ensures that a problem can be easily tracked and management
information can be obtained?

Question144: What is the purpose of the 'monitoring and event management' practice?

Question145: Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.

Question146: What is the MOST important reason for prioritizing incidents?

Question147: Which does the ITIL service value system discourage?

Question148: Which is a purpose of release management?

Question149: What is the reason for using a balanced bundle of service metrics?

Question150: 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.

Question151: Which guiding principle considers customer and user experience?

Question152: What is a problem that has been analysed but has not been resolved?

Question153: What is a recommendation of the 'focus on value' guiding principle?

Question154: Which is a service request?

Question155: Which statement about problems is CORRECT?

Question156: Which function is responsible for the management of a data centre?