EMT Practice Test

1. Question Content...

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Question1: What is an event?

Question2: Which service value chain activity deals with the purchase of new products?

Question3: What actions does a service desk take for all issues, queries and requests that are reported to them?

Question4: Which activity captures the demand for incident resolution and service requests?

Question5: Which statement about the 'service desk1 practice is CORRECT?

Question6: Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?

Question7: What should a release policy include?

Question8: Which practice is the responsibility of everyone in the organization?

Question9: Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

Question10: Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

Question11: Which BEST describes the purpose of the 'improve' value chain activity?

Question12: Which is provided by the 'engage' value chain activity?

Question13: Which term describes the functionality offered by a service?

Question14: Which practice provides visibility of the organization's services by capturing and reporting on service performance?

Question15: Which is a key consideration for the guiding principle 'keep it simple and practical'?

Question16: Which is described by the 'organizations and people' dimension of service management?

Question17: Which is included in the purpose of the 'change enablement' practice?

Question18: Which statement about emergency changes is CORRECT?

Question19: What is the purpose of the 'problem management' practice?

Question20: Which are the elements of process control?

Question21: What is recommended by the guiding principle 'progress iteratively with feedback'?

Question22: What three elements make up the Service Portfolio?

Question23: Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

Question24: What is a service?

Question25: Which will NOT be handled as a service request?

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

Question27: Which statement about the known error database (KEDB) is CORRECT?

Question28: Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Question29: Which guiding principle helps to ensure that better information is available for decision making?

Question30: Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].

Question31: Which is a supplier category?

Question32: Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity

Question33: Which is one of the MAIN concerns of the 'design and transition' value chain activity?

Question34: Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

Question35: Which statement about value creating activities is CORRECT?

Question36: What is the definition of "service management"?

Question37: What should be considered as part of the 'partners and suppliers' dimension?

Question38: Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?

Question39: Which processes are responsible for the regular review of underpinning contracts?

Question40: Which is the CORRECT of the 'R' role in a RACI matrix?

Question41: Which is the correct combination of items that makes up an IT service?

Question42: Why should service desk staff detect recurring issues?

Question43: What should remain constant within an organization, even when the organization's objectives change?

Question44: When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?

Question45: What is required by all service desk staff?

Question46: Who is responsible for defining metrics for change management?

Question47: What ensures that a service provider and a service consumer continually co-create value?

Question48: Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

Question49: Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

Question50: Which statement about change authorities is CORRECT?

Question51: Which practice's purpose includes creating closer more collaborative relationships?

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

Question53: Which is a key requirement for successful service level agreements (SLAs)?

Question54: 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.

Question55: Which statement about outcomes is CORRECT?

Question56: What is the purpose of the 'deployment management' practice?

Question57: Which is a service request?

Question58: Which practice balance management of risk with maximizing throughput?

Question59: Which helps to manage an incident when it is unclear which support team should be working on the incident?

Question60: What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

Question61: Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

Question62: In which situation will incident management USUALLY use a separate process?

Question63: What is defined as "the role that uses services?

Question64: Which statement about outcome is CORRECT?

Question65: Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

Question66: Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

Question67: How can a service consumer contnbute to the reduction of nsk?

Question68: Which is considered by the 'partners and suppliers' dimension?

Question69: What can be used to determine if a service is 'fit for purpose'?

Question70: 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

Question71: Which value chain activity ensures the availability of service components?

Question72: Which skill is an essential part of the 'service level management' practice?

Question73: Which service level metrics are BEST for measuring user experience?

Question74: What is the definition of a known error?

Question75: Which statement about the 'change enablement' practice is CORRECT?

Question76: Which two practices interact the MOST with the service desk practice?

Question77: Which practice needs people who understand complex systems and have creative and analytical skills?

Question78: 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?

Question79: Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

Question80: Which is a recommendation of the guiding principle 'think and work holistically'?

Question81: What is the purpose of the 'incident management' practice?

Question82: Which dimension considers the application of artificial intelligence to service management?

Question83: Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

Question84: Which of the four dimensions focuses or managing data in compliance with industry regulations?

Question85: Which is a use of a change schedule?

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

Question87: Which is the addition, modification or removal of anything that could have an effect on services?

Question88: Which practice has a purpose that includes managing authentication and non-repudation?

Question89: Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

Question90: Which describes a set of defined steps for implementing improvements?

Question91: What must always be done before an activity is automated?

Question92: Which statement about the steps to fulfill a service request is CORRECT?

Question93: When should a full risk assessment and authorization be carried out for a standard change?

Question94: Which describes outcomes?

Question95: Which practice updates information relating to symptoms and business impact?

Question96: Which directly assists with the diagnosis and resolution of simple incidents?

Question97: For which purpose would the continual improvement practice use a SWOT analysis?

Question98: Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

Question99: Which statement about service offerings is CORRECT?

Question100: Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?

Question101: Which is described by the 'organizations and people' dimension of service management?

Question102: What impact does automation have on a service desk?

Question103: Which statement about the 'change enablement' practice is CORRECT?

Question104: Which of the four dimensions include, the knowledge bases needed to deliver and manage services?

Question105: Which is a purpose of the 'service desk' practice?

Question106: What can be described as an operating model for the creation and management of products and services?

Question107: What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

Question108: Which is a key element of the 'think and work holistically' guiding principle?

Question109: 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.

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

Question111: Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

Question112: Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].

Question113: Which action is performed by a service provider?

Question114: Which value chain activity ensures that ongoing service activity meets user expectations?

Question115: Identify the missing word in the following sentences.
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.

Question116: Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

Question117: What are the three phases of 'problem management'?

Question118: What is the CORRECT definition of service management?

Question119: Which dimension of service management considers the workflows and controls needed to deliver services?

Question120: Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Question121: Which can act as an operating model for an organization?

Question122: Which practice provides users with a way to get various requests arranged, explained and coordinated?

Question123: Which value chain activity is concerned with the availability of service components?

Question124: Which is an example are problem control activity?

Question125: Identify the missing words in the following sentence.
The 'incident management' practice should maintain [?] for logging and managing incidents.

Question126: How should the workflow for a new service request be designed?

Question127: Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

Question128: Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

Question129: Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

Question130: Which is a use of the change schedule?

Question131: When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?

Question132: Which practice has a purpose that includes restoring normal service operation as quickly as possible?

Question133: Which is a use of a continual improvement register?

Question134: What is NOT within the scope of service catalogue management?

Question135: When is the earliest that a workaround can be documented in 'problem management'?

Question136: Which is NOT a key focus of the 'information and technology' dimension?

Question137: Which is CORRECT about change authorization?

Question138: Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

Question139: Which statement about the input and output of the value chain activities is CORRECT?

Question140: Which is part of the value proposition of a service?

Question141: Which are elements of the service value system?

Question142: Why should incidents be prioritized?

Question143: Which statement about a 'continual improvement register' is CORRECT?

Question144: Which is the BEST type of resource for investigating complex incidents?

Question145: Which practice has a purpose that includes ensuring that risks have been properly assessed?

Question146: For which purpose would the continual improvement practice use a SWOT analysis?

Question147: A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?

Question148: Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

Question149: 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.

Question150: What includes governance as a component?

Question151: Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)

Question152: Which is NOT a component of the service value system?

Question153: In which step of the 'continual improvement model' is an improvement plan implemented?

Question154: Which dimension of service management considers governance, management, and communication?

Question155: What is an incident?

Question156: Which practice establishes a channel between the service provider and its users?

Question157: Which is part of the definition of a customer?

Question158: A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

Question159: Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

Question160: 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.

Question161: What MAIN factors are considered to assess the priority of an incident?

Question162: Which describes the utility of a service?

Question163: Which activity is part of the 'continual improvement' practice?

Question164: Which practice forms a link between the service provider and the users of services?

Question165: 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.

Question166: Which is the FIRST thing to consider when focusing on value?

Question167: Which is an activity in the 'Problem control' phase of problem management?

Question168: Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?

Question169: Which practice handles all pre-defined user-initiated service actions?