EMT Practice Test

1. Question Content...

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Question1: What is the primary focus of business capacity management?

Question2: Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?

Question3: What BEST describes the value of continual service improvement to the business?

Question4: Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?

Question5: What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

Question6: Where should incident resolution targets to be documented?

Question7: Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?

Question8: Which of the following would NOT be contained in a release policy?

Question9: Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".
What are these four Ps?

Question10: What would be the next step in the continual service improvement (CSI) model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?

Question11: Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring

Question12: What should the IT service continuity process primarily support?

Question13: What BEST describes the value of service strategy to the business?

Question14: Where should all master copies of controlled software and documentation be stored?

Question15: Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

Question16: The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

Question17: What BEST describes the value of service transition to the business?

Question18: Which of the following are CORRECT
1) Service Solutions for new or changed services
2) Management policies and guidelines
3) Business requirements technology and management architectures
4) Process requirements technology and management architectures

Question19: Which is responsible for the production of the service design package (SDP)?

Question20: Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

Question21: What is the BEST definition of an internal service?

Question22: Which process would be used to compare the value that newer services have offered over those they have replaced?

Question23: Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created

Question24: Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice

Question25: Which one of the following functions would be responsible for the management of a data centre?

Question26: Which of the following BEST describes the purpose of access management?

Question27: Which process analyses services that are no longer viable and when they should be retired?

Question28: Which process would ensure that utility and warranty requirements are properly addressed in service designs?

Question29: Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue

Question30: With which process is problem management likely to share categorization and impact coding systems?

Question31: What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Question32: The 'multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

Question33: Which process or function is responsible for monitoring activities and events in the IT infrastructure?

Question34: What does the term "Wisdom" represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?

Question35: Which of the following correctly states the relationship between urgency, priority and impact?

Question36: Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

Question37: What is a change of state that has significance for the management of a configuration item (CI) called?

Question38: Which one of the following activities is NOT part of the Deming Cycle?

Question39: Which stage of the continual service improvement (CSI) approach is BEST described by the phrase
'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

Question40: Where would you expect incident resolution targets to be documented?

Question41: Which of the following is service transition planning and support NOT responsible for?

Question42: How is a service delivered between departments of same organization classified?

Question43: What is the BEST description of an operational level agreement (OLA)?

Question44: . Which is an outcome of service design?

Question45: Which of the following BEST describes service strategies' value to the business?

Question46: Which Functions are included in IT operations management?

Question47: What is the BEST definition of a definitive media library?

Question48: A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an IT service
4. An IT service retirement

Question49: Which statement BEST represents the guidance on incident logging?

Question50: What are underpinning contracts used to document?

Question51: What is a RACI model used for?

Question52: Which process will regularly analyze incident data to identify discernible trends?

Question53: Which is a reason why incident management interfaces with service level management?

Question54: Which process is responsible for low risk, frequently occurring, low cost changes?

Question55: Which statement about the emergency change advisory board (ECAB) is CORRECT?

Question56: What BEST describes the purpose of analyzing risk?

Question57: Which of the following is the best definition of IT service management?

Question58: Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

Question59: In which document would you expect to see an overview of actual service achievements against targets?

Question60: Which groups of people would work according to an operational level agreement?

Question61: Which of the following statements MOST correctly identifies the scope of design coordination activities?

Question62: What does the continual service improvement (CSI) approach enable a business to achieve?

Question63: Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?

Question64: Which one of the following do major incidents require?

Question65: Which of the following service desk organizational structures are described in service operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun

Question66: Which function is responsible for the closure of an incident record?

Question67: Which one of the following is a correct definition of a supplier category?

Question68: Which statement is CORRECT?

Question69: A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

Question70: Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?

Question71: Which one of the following is the BEST definition of an event?

Question72: Which of the following is the BEST description of a centralized service desk?

Question73: Remediation planning is BEST described in which of the following ways?

Question74: Which lifecycle stage defines how value is created and delivered?

Question75: Which process includes business, service and component sub-processes?

Question76: Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

Question77: What is the name of the group that should review changes that must be implemented faster than the normal change process?

Question78: How are groups, teams, departments and divisions classified?

Question79: Which of the following is the BEST reason for categorizing incidents?

Question80: What is the result of carrying out an activity, following a process or delivering an IT service known as?

Question81: Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

Question82: Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?

Question83: Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

Question84: What type of record should you raise when a problem diagnosis is complete and a workaround is available?

Question85: Which is an example of an internal customer?

Question86: Which of the following is NOT an objective of Continual Service Improvement?

Question87: Which process is responsible for dealing with complaints, comments, and general enquiries from users?

Question88: Which role is responsible for sponsoring, designing and change managing a process and its metrics?

Question89: Which of the following BEST describes a problem?

Question90: What are customers of IT services who do NOT work in the same organization as the service provider known as?

Question91: Which one of the following would NOT involve event management?

Question92: Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?

Question93: Which is one of the five aspects of service design?

Question94: What BEST defines IT service management?

Question95: Which one of the following statements about incident reporting and logging is CORRECT?

Question96: Which process works with incident management to ensure that security breaches are detected and logged?

Question97: Which of the following are responsibilities of a Service Level Manager?
(1) Agreeing targets in Service Level Agreements
(2) Designing the service so it can meet the targets
(3) Ensuring all needed contracts and agreements are in place

Question98: Which one of the following generates demand for services?

Question99: Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design

Question100: Which is the BEST definition of a service?

Question101: Which capacity management sub-process focuses on the management, control and prediction of the end-to-end performance?

Question102: The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

Question103: Which one of the following activities does application management perform?

Question104: What is a service delivered between two business units in the same organization known as?

Question105: Which process is responsible for ensuring that appropriate testing takes place?

Question106: Which of the following is NOT an objective of request fulfillment?

Question107: Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

Question108: Which statement about stakeholders is

Question109: Which of the following CANNOT be provided by a tool?

Question110: Which term describes if a service is fit for use?

Question111: Which one of the following is an objective of service catalogue management?

Question112: In which of the following should details of a workaround be documented?

Question113: The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

Question114: Which statement about the known error database (KEDB) is CORRECT?