EMT Practice Test

1. Question Content...

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Question1: 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

Question2: 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?

Question3: Which is the CORRECT of the 'R' role in a RACI matrix?

Question4: When is the earliest that a workaround can be documented in 'problem management'?

Question5: Which term is used to describe the prediction and control of income and expenditure within an organization?

Question6: What is the definition of "service management"?

Question7: When using the 'continual improvement model, which information should be produced by an organization to understand where the organization is now?

Question8: What is a recommendation of the 'focus on value' guiding principle?

Question9: What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

Question10: Which is a risk that might be removed from a service consumer by an IT service?

Question11: What is an incident?

Question12: When should a workaround be created?

Question13: Which skill is an essential part of the 'service level management' practice?

Question14: Which practice handles all pre-defined user-initiated service actions?

Question15: Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Question16: What is the purpose of the 'deployment management' practice?

Question17: Which is included in the purpose of the 'deliver and support' value chain activity?

Question18: Which statement about the automation of service requests is CORRECT?

Question19: Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?

Question20: Where are the details of the required performance outcomes of a service denned?

Question21: Which helps to streamline the fulfilment of service requests?

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

Question23: 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

Question24: Which statement about the 'continual improvement model' is CORRECT?

Question25: Which is CORRECT about change authorization?

Question26: Which guiding principle recommends assessing the current state and deciding what can be reused?

Question27: 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.

Question28: Which is the BEST example of a standard change?

Question29: Which statement about standard changes is CORRECT?

Question30: Which practice has a strong influence on the user experience and perception of the service provider?

Question31: Which dimension of service management considers how activities are coordinated?

Question32: Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

Question33: Which statement about emergency changes is CORRECT?

Question34: Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

Question35: Which of the following is the MOST important 'or effective incident management?

Question36: Which statement about problems is CORRECT?

Question37: What can a change schedule be used for?

Question38: How should an organization adopt continual improvement methods?

Question39: Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

Question40: Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.

Question41: What ensures that a service provider and a service consumer continually co-create value?

Question42: How does a service consumer contribute to the reduction of disk?

Question43: What describes how components and activities work together to facilitate value creation?

Question44: What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

Question45: Which service value chain activity deals with the purchase of new products?

Question46: Which statement about problems is CORRECT?

Question47: Which is included in the purpose of the 'service level management' practice?

Question48: Which is included in the purpose of the 'improve' value chain activity?

Question49: Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design

Question50: Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

Question51: Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

Question52: What should be considered as part of the 'partners and suppliers' dimension?

Question53: Which guiding principle recommends collecting data before deciding what can be re-used?

Question54: Service transition contains detailed descriptions of which processes?

Question55: Which is part of the value proposition of a service?

Question56: 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

Question57: Which is the FIRST action when optimizing a service?

Question58: Which value chain activity ensures that service components meet agreed specifications?

Question59: Which value chain activity ensures that ongoing service activity meets user expectations?

Question60: Which dimension includes a workflow management system?

Question61: Which directly assists with the diagnosis and resolution of simple incidents?

Question62: Which dimension considers the application of artificial intelligence to service management?

Question63: Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

Question64: Which is a risk that might be removed from a service consumer by an IT service?

Question65: Which statement about value creating activities is CORRECT?

Question66: What is a change schedule PRIMARILY used for?

Question67: What is described by the service value system?

Question68: What helps diagnose and resolve a simple incident?

Question69: Which of the following is an example of workaround?

Question70: Which value chain activity is concerned with the availability of service components?

Question71: Where should all master copies of controlled software and documentation be stored?

Question72: Which statement about emergency changes is CORRECT?

Question73: Which statement about costs is CORRECT?

Question74: Which of the four dimensions include, the knowledge bases needed to deliver and manage services?

Question75: Which describes outcomes?

Question76: Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

Question77: A major incident has been closed, but there is a risk that it might happen again. How should this be logged and
managed?

Question78: Which statement about the known error database (KEDB) is CORRECT?

Question79: Which step of the continual improvement model includes baseline assessments?

Question80: Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

Question81: Which is a use of a change schedule?

Question82: Which activity is NOT recommended by the start where you are' guiding principle?

Question83: Which will NOT be handled as a service request?

Question84: Which practice provides users with a way to get various requests arranged, explained and coordinated?

Question85: Which of the following is included in the purpose of the 'continual improvement' printer?

Question86: Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

Question87: What does the 'service request management' practice depend on for maximum efficiency?

Question88: Which two statements about an organization's culture are CORRECT?
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

Question89: Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?

Question90: 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 [?].

Question91: In which step of the 'continual improvement model' is an improvement plan implemented?

Question92: What three elements make up the Service Portfolio?

Question93: Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

Question94: Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

Question95: 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?

Question96: What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

Question97: Which is part of service provision?

Question98: Which statement about outcomes is CORRECT9

Question99: Which value chain activity ensures that ongoing service activity meets user expectations?

Question100: Which process is used to compare the value that new services offer with the value of the services they have replaced?

Question101: 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.

Question102: Which practice provides a communications point for users to report operational issues, queries and requests?

Question103: Which is NOT a component of the service value system?

Question104: Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

Question105: How can a service consumer contnbute to the reduction of nsk?

Question106: Which Practice includes management of workarounds and known errors?

Question107: Which is a purpose of release management?

Question108: Which describes normal changes?

Question109: 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.

Question110: What is a service?

Question111: What is used as a tool to help define and measure performance?

Question112: Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.

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

Question114: Which is an objective of the design coordination process?

Question115: What is defined as a change of state that has significance for the management of an IT service?

Question116: For which purpose would the continual improvement practice use a SWOT analysis?

Question117: What is the definition of warranty?

Question118: Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Question119: What type of chance is often used for resolving incidents or implementing security patches?

Question120: Which is a way of applying the guiding principle 'focus on value'?

Question121: What three elements make up the Service Portfolio?

Question122: Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

Question123: Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

Question124: Why should incidents be prioritized?

Question125: Which practice is most likely to benefit from the use of chatbots?

Question126: What is the customer of a service responsible for?

Question127: Which statement about the 'four Ps' of service design is CORRECT?

Question128: Which is a purpose of the 'relationship management' practice?

Question129: 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?

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

Question131: Which practice recommends the use of event-based surveys to gather feedback from customers?

Question132: Which practice nurtures links with stakeholders at strategic and tactical levels'?

Question133: Which statement about outcomes is CORRECT?

Question134: Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

Question135: Which can act as an operating model for an organization?

Question136: Which phase of problem management includes the regular assessment of the effectiveness of workarounds?

Question137: Which is a key requirement for successful service level agreements (SLAs)?

Question138: Which practice establishes a channel between the service provider and its users?

Question139: Which practice handles all pre-defined user-initiated service actions?

Question140: Which practice identifies metrics that reflect the customer's experience of a service?

Question141: Service transition contains detailed descriptions of which processes?

Question142: What should be used to set user expectations for request fulfillment times?

Question143: What is defined as "the role that uses services?

Question144: 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.

Question145: Which practice involves the management of vulnerabilities that were not identified before the service went live?

Question146: Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

Question147: What are the MOST important skills required by service desk staff?

Question148: What is the primary focus of business capacity management?

Question149: Which role approves the cost of services?

Question150: Which function is responsible for the management of a data centre?

Question151: Which statement about the 'continual improvement' practice is CORRECT?

Question152: Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

Question153: 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

Question154: Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

Question155: Which is a recommendation of the guiding principle 'think and work holistically'?

Question156: Which statement about the input and output of the value chain activities is CORRECT?

Question157: Which BEST describes the purpose of the 'improve' value chain activity?

Question158: What is the PRIMARY use of a change schedule?

Question159: Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].

Question160: Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

Question161: 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.

Question162: Which of the following is an example of incident?

Question163: 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

Question164: Which is the FIRST thing to consider when focusing on value?

Question165: Which service management dimension is focused on activities and how these are coordinated?

Question166: Which of the following is included in the purpose of the 'continual improvement' practice?

Question167: Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

Question168: Which guiding principle focuses on reducing costs and human errors?

Question169: Which helps to manage an incident when it is unclear which support team should be working on the incident?

Question170: A service offering may include, access to resources, and service actions, which is an example of a service action?

Question171: What should be done for every problem?

Question172: Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

Question173: Which service level metrics are BEST for measuring user experience?

Question174: Which practice updates information relating to symptoms and business impact?

Question175: Which is a risk that might be removed from a service consumer by an IT service?

Question176: How does information about problems and known errors contribute to 'incident management'?

Question177: Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

Question178: Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

Question179: Which statement about outcomes is CORRECT?

Question180: What is the purpose of the 'information security management1 practice?

Question181: Which is a supplier category?

Question182: What MAIN factors are considered to assess the priority of an incident?

Question183: Which is a use of the change schedule?

Question184: Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?

Question185: 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.

Question186: Which is one of the MAIN concerns of the 'design and transition' value chain activity?

Question187: Which statement about the 'service request management' practice is CORRECT?

Question188: Which is a purpose of the 'service desk' practice?

Question189: Which stakeholders co-create value in a service relationship?

Question190: Which value chain activity communicates the current status of all four dimensions of service management?