EMT Practice Test

1. Question Content...

---

Question1: An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?

Question2: Which statement is CORRECT when considering a transformation to high velocity IT?

Question3: An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?

Question4: 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?

Question5: What BEST describes the relationship between planning and risk?

Question6: An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?

Question7: A designer has been asked by an organization to design a new office chair. The designer has proposed a plant that they have been asked to validate. In 'design thinking', what should the designer do to BEST validate the plan

Question8: What do design thinking and service-dominant logic have in common?

Question9: 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?

Question10: 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?

Question11: A service support agents adjusts support actions following a call form a frustrated user. Which concept describes this behavior?

Question12: From the perspective of a service provider how does the digital product lifecycle start?

Question13: 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?

Question14: 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?

Question15: In service relationships what is a benefit of identifying consumer roles?

Question16: Information that is needed to resolve problems is difficult to obtain because IT staff are worried that they will be blamed for mistakes.
Which concept can MOST help to resolve this?

Question17: Which is an example of a digital organization?

Question18: An organization has IT divisions distributed globally. As the organization has grown, it has become difficult to align the activities of the IT divisions with the organization 's objectives How can the organization ensure that all IT activities are aligned with the organization 's objectives?

Question19: An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?

Question20: When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?

Question21: A service provider is in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods.
Which is the BEST approach for validating service value?

Question22: Which two stakeholders co-create value in the service relationship?

Question23: 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?

Question24: Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Question25: Which can act as an operating model for an organization?

Question26: An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.
Which is an example of a working practice that the organization should STOP?

Question27: 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?

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?

Question29: Which charging mechanism could cause the price of a service to change depending on the time of day?