EMT Practice Test

1. Question Content...

---

Question1: An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?

Question2: An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What is the FIRST step the organization should take to start to improve the situation?

Question3: What is the expected outcome from using a service value chain?

Question4: 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?

Question5: How should the seven guiding principles be combined when an organization is making a decision?

Question6: An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices.
How can managers use Toyota Kata to help employees adjust to these different ways of working?

Question7: 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?

Question8: What is the MOST LIKELY reason for an organization to delay a transformation to high velocity?

Question9: What BEST describes the relationship between planning and risk?

Question10: Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Question11: 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?

Question12: An organization is compiling information about how a new service will be used. It is considering how each set of stakeholders will experience the service. In the past, the suppliers have been unreliable, so the organization wants to identify the main risks and dependencies for the introduction of the service. What is this an example of?

Question13: An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service. Which approach should the organization follow when creating a value stream for this new service?

Question14: An organization is experiencing difficulties with the way it resolves incidents. The service desk staff are often unsure which teams to escalate an incident to. The incident is then passed between different teams until it reaches the correct team. Also, the service desk analyst does not always know the correct type of information and level of detail which will be required by the team that resolved the issue. The organization is considering moving away from a formally organized system of tiered support groups. Which is an alternative to this structure that would help to improve the situation?

Question15: What do design thinking and service-dominant logic have in common?

Question16: An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?

Question17: Which is an example of results-based measurement and reporting?

Question18: An organization's lead times and the flow of tasks across value streams are being impacted because tasks often sit waiting in queues.
Which technique can be used to overcome this challenge?

Question19: An organization's customers have historically been satisfied with the functionality and performance of its service. Recently, hovewer, the organization is getting complaints about both the performance of the services and areas such as sales and customer support. How BEST can the organization collect the information needed to address these complaints?

Question20: Which charging mechanism could cause the price of a service to change depending on the time of day?

Question21: Which is included in onboarding?
1. Negotiating service targets with customers
2. Building awareness of the new consumer
3. Ensuring resources are prepared for service provision
4. Designing the service components and infrastructure

Question22: Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?

Question23: A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract. Both organizations have shared information freely and responded to requests.
Which is MOST LIKELY to be a threat to maintaining the relationship?

Question24: A company has begun a new global line of business that has changed how IT supports the new systems. Recognizing the urgent need for two-way communication on the required changes, IT managers are trying to find better ways to obtain feedback than a standing agenda at staff meetings.
Which describes the BEST approach for establishing effective feedback channels?

Question25: A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer. Which should the service provider include in the plans to off board the service?

Question26: Which are elements of the service value system?

Question27: An organization wants to become more efficient by reducing the amount of unnecessary work they do. Which approach would be MOST helpful?

Question28: An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently.
What is the FIRST step the organization should take to start to improve the situation?