EMT Practice Test

1. Question Content...

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Question1: A web hosting provider has decided to apply more of a 'shift left' approach to service support. The provider knows that users like video tutorials as well as communicating via instant messaging and social networks.
What should the service provider use to expand how users access support and improve the user experience?

Question2: Which is a method for value-driven, data-driven and user-centered service design?

Question3: When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?

Question4: Which statement about user communities is CORRECT?

Question5: A software development team makes many hundreds of small changes every week.
Who can BEST make the decision of whether to accept each change?

Question6: Which can act as an operating model for an organization?

Question7: Which are elements of the service value system?

Question8: How should the seven guiding principles be combined when an organization is making a decision?

Question9: What do design thinking and service-dominant logic have in common?

Question10: In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?

Question11: A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.
Which are effective controls that could improve compliance?
1. Modify the application to automatically add the current time and date when transaction is entered
2. Establish a communication plan to remind users of the importance of time and date on transactions
3. Develop a goals cascade so all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take action to correct

Question12: The CIO of a large multi-national organization has noticed that the whole IT department are performing poorly. The CIO is committed to changing the behaviour patterns of their staff to improve performance across the whole IT department.
Which of the following will BEST help to improve staff behaviour?

Question13: An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low.
Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?

Question14: An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?