EMT Practice Test

1. Question Content...

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Question1: Which of the following is a Problem Management activity?

Question2: Why is Incident monitoring a valuable Service Desk activity?

Question3: What metrics would you expect to come from the Incident Management process?

Question4: Which of these options is a benefit of the Problem Management process?

Question5: What is a primary purpose of a customer satisfaction survey?

Question6: If you were establishing a Problem Management process in your organization, which of the following would be one of your primary objectives?

Question7: You have recently been promoted to Service Desk Manager and you are keen to show how much you wish to succeed in this role. Which statement best describes some of the skills that will help you to succeed?

Question8: Which of these options is a Service Desk model you might consider implementing?

Question9: Which of these options is a financial management activity?

Question10: Which statement most accurately describes typical key performance indicators for the Incident Management process?

Question11: If you are documenting new processes and procedures, which of these options is a particularly important outcome?

Question12: Which option best describes some common issues encountered when implementing an ACD system?

Question13: Which option best describes strategic awareness? Strategic awareness is _____.

Question14: Which of these options best describes the benefits of using an Organizational Change Management process?

Question15: Which of these options is a key components of a marketing program?

Question16: One of your analysts has asked you what ITIL is. Which of these options is the best explanation you could give him/her?

Question17: Which of these wouldn't be a good way to recognize and reward staff?

Question18: What is the best definition of in-sourcing?

Question19: Using self-service as a delivery method in a Service Desk environment is often seen as a great step to reduce direct user contact costs which of the following is also a benefit of self-service?

Question20: You believe that a happy workforce is productive, and that if people are happy they will be less likely to look for other employment. Which of these options is a method you can use for understanding the levels of satisfaction in your team?

Question21: Which of the following is one of the primary objectives for using ITSM tools?

Question22: When selecting a CTI system which of these would you choose as a key benefit of CTI in a Service Desk environment?

Question23: If you were providing a list of key performance indicators for the Incident Management process, which of these options would you include?

Question24: Which type of Telephony System will provide a consistent and manageable telephone response operation?

Question25: Which of the options best describes some primary benefits of using electronic support delivery tools in a Service Desk environment?

Question26: A successful project plan will always include:

Question27: What is a main Service Desk responsibility in the Incident Management Process?

Question28: You need to identify the best solution to resolve a number of operational issues. There are some issues that aren't being resolved or properly tackled in line with expectations. Which of the following tools would help you best in this approach?

Question29: Which of these options would be one of the three major activities of a Service Desk manager?

Question30: Which of these options is likely to be an issue when integrating CTI with Incident Management systems?

Question31: You are tasked with delivering a presentation to your senior management team on the topic of The New, Improved Service Desk. What is a key point to remember when preparing this presentation?

Question32: Which of these options best describes a benefit of benchmarking?

Question33: What are two common types of benchmarking?

Question34: Which of these options best describes good resource management?

Question35: Which option best describes a purpose of Organizational Change Management?

Question36: Which of these options is an objective of IT Service Management?

Question37: Which of these options would create a positive working environment?

Question38: What might be one purpose of a QA program?

Question39: Your manager is concerned that the relationships between the Service Desk and some other areas of IT aren't as good as they could be. S/he has asked you to suggest some initiatives to improve the situation; which of the following would you suggest?

Question40: Which of these options best describes one of the purposes of using electronic support tools?

Question41: Which of these options best describes a reactive objective of Problem Management?

Question42: Which of these options is the best method of improving Service Desk performance?

Question43: Which of the options best describes how to constructively address individual performance issues?

Question44: To provide the most appropriate form of support for the user; to educate users about basic aspects of Incidents resolution; and to develop rapport between analysts and users are objectives of which service delivery channel?

Question45: Which of these options would be a common issue to overcome when introducing self-healing tools?

Question46: Which of these is a benefit of a structured approach to induction?

Question47: Which of these definitions best describes the value of benchmarking in a Service Desk environment?

Question48: When you are addressing a meeting, which of these options best describes a technique for engaging with the audience?

Question49: Which of these options is an objective of financial management?

Question50: You need to write a business case for your new ITSM software system; which key element is it appropriate to include?

Question51: You are meeting with your manager to request a proper budget for your Service Desk training plan.
You have worked hard to structure it effectively and efficiently but you have to sell it to your manager.
You know that you have to convince her of the benefits of a structured approach to training; which of these options best describes one of the benefits?

Question52: Which of these options would you regard as a common Quality Assurance practice?

Question53: You are inducting a new starter on the Service Desk they've read some documentation and ask you for a good brief description of Incident Management. Which of these options best describes one of the required outcomes of Incident Management?

Question54: What steps should you take to manage the service expectations of stakeholders?

Question55: Identify a key component of a good internal communications program.

Question56: As a Service Desk manager, which of these options would you suggest is a way for you to contribute to IT and business objectives?

Question57: You are explaining the benefits of desk-side support to your new-starters. Which of these options best describes one of these benefits?

Question58: As part of an investigation into outsourcing, which of the following would be a major consideration for the SLA?

Question59: Enabling users to log and track the status of their own Incidents and Service Requests is the primary purpose of

Question60: As a Service Desk manager you are expected to demonstrate certain behaviors that will help you to help your team meet the commitments you have made on their behalf. Which of these options best describes one of those behaviors?

Question61: Which of these options is a best practice to follow when you are taking actions that will affect other departments or teams?

Question62: Which would be a desirable quality to look for in Service Desk staff?

Question63: You have been tasked to select an IT Service Management tool, which of these options is a benefit you would use to justify the expenditure?

Question64: How could you demonstrate that you are maintaining a balanced and positive outlook?

Question65: Which is a benefit of telephone support in a Service Desk?

Question66: Which of these options best describes a common issue encountered when implementing IT Service Management tools?

Question67: Which option is the best description of Return on Investment (ROI)?

Question68: Which of these options is the best description of one of the purposes of self-healing tools?

Question69: You need to work with your suppliers to improve the costs and terms of the contract. What type of person makes a good negotiator?

Question70: Which of these options would be an advantage you could confidently highlight when recommending outsourcing to your organization?

Question71: As a Service Desk Manager, which option best describes one of your key obligations?

Question72: Your manager has asked you to undertake a PR exercise to promote the Service Desk to the business; which of these options would best describe your main objectives for this exercise?

Question73: When you were initially appointed as the Service Desk Manager you found that you had inherited a team consisting mostly of demotivated people who were considering looking for other jobs, and you worked hard to improve this situation. Other than staff retention, what is a key benefit of motivation?

Question74: Which of these options is a principal activity of the Incident Management process?

Question75: Which type of survey would you use to evaluate the success of your recent implementation of self-logging for users?

Question76: Which of these options is a primary objective of self- service for Service Desks?

Question77: You are part of a team tasked with managing an Organizational Change within your support environment.
What should the team do to ensure this change is successful?

Question78: You want to develop your career and position within the organization, what steps could you take to improve your profile and influence?

Question79: Which of these options is a benefit of right-sourcing?

Question80: Which of the following options would be a clear benefit of using self-healing as a delivery method in a Service Desk environment?

Question81: Which of these options should you consider when you need to get your message across in writing?

Question82: Which of these options wouldn't be a typical characteristic of a good leader?

Question83: Which of these options would be an appropriate channel of communication to discuss team performance?

Question84: Conducting an assessment is a necessary step in managing change and for continual improvement.
Which of these options best describes key types of assessment methods?

Question85: Which of these options would you consider to be the most important to support right-sourcing?

Question86: A skills matrix in place for all staff and a training budget with a set allocation of training days for staff are features of which of these options?

Question87: Which of these options would you use to support changing business demands?

Question88: You need to make a presentation to your staff. What consideration would be valuable to ensure your success with the session?

Question89: If you were seeking to monitor the quality of your Incident Monitoring, which of these options best describes a suitable method?

Question90: You have been asked to produce a model for the most cost-effective way to deliver service across all parts of the organization. Your manager has indicated that her preference is a right-sourcing option. What does this mean?

Question91: If your Service Desk is using its IT Service Management system correctly, what would you expect the outcome to be?

Question92: Which of these options best describes a skill level required for desk-side support?

Question93: What can self-healing tools deliver?

Question94: Which of these options is an objective of an ACD system?

Question95: Which of these options would be most desirable in achieving long-term working relationships with members of your staff?

Question96: Which of these options best describes common technologies used by the Service Desk?

Question97: Which one of these options would be a feature of effective management?

Question98: Which of these options is a common mechanism for call monitoring?

Question99: Why is it important to integrate business and IT objectives?

Question100: Which Service Desk service delivery channel identifies when an Incident has occurred and automatically initiates remedial action?

Question101: You run a very busy, high-pressure Service Desk and are in the process of recruiting several new analysts.
Which of these options most accurately relates to a key element of the interview process?

Question102: Which statement most accurately reflects some of the benefits of call monitoring?

Question103: Which of these options is a good reason for holding a team meeting?

Question104: If you had to select a benefit of an ACD from this list, which would you choose?

Question105: You are about to make a presentation to the Board to agree to the use of Computer Telephony Integration in your Service Desk. Which of the options listed will best explain the purpose of CTI?

Question106: Reducing the impact of disruptions to IT services on the business, improving staff utilization and resolution times are benefits of which process?

Question107: You have been asked to introduce self-service tools for your Customers, but your staff are concerned that there may be some issues, why might this be?

Question108: If you regularly induct new staff, which of the following options would you include in the development of a structured induction process?

Question109: Which of these options is a step in the resource-scheduling process?

Question110: Which of these options is the best description of right-sourcing?

Question111: You have been informed that a company merger is planned which will potentially increase the number of supported users by 15 percent. Why is it important for you to understand the commercial management of the Service Desk?

Question112: Which of these options can be achieved using Computer Telephony Integration (CTI)?

Question113: If you are outsourcing your support operation, which of these Service Level issues should be considered?

Question114: You are planning a promotion campaign to raise customer awareness of the Service Desk and the benefits it brings to the business. Which of these activities would be most effective in doing this?

Question115: Which of the following options wouldn't be essential in helping you to manage your stakeholders' expectations?

Question116: Which of these options is a variable used to determine which support delivery methods are most appropriate?

Question117: Which of these options best describes one of the recognized disadvantages of outsourcing?

Question118: You are in the process of developing a program of activities to promote the Service Desk. You believe this is a very important aspect of your role and that all promotional activities should meet your objectives.
Which of these options describes one of those objectives?

Question119: If you were explaining the Service Desks responsibilities in the Incident Management process, which of the following options would you include?

Question120: Communicating the vision and direction to the Service Desk, and motivating and mentoring staff are characteristics that demonstrate which of these options?

Question121: There are many support options available for Service Desks and their users today, the most traditional of which is telephone support. What typically is its main purpose?

Question122: Which of these options best describes periodic surveys?

Question123: In relation to Human Resource and Team Development, which option best describes the types of planning you should consider?

Question124: How can you best demonstrate understanding of your Service Desks strategic responsibilities?

Question125: You've been asked to look at out-sourcing and off-shoring the Service Desk Which of these options is the most critical to your evaluation?

Question126: You are experiencing difficulties with your desktop support team who regularly blame your Service Desk Analysts fort giving them the correct information. How best should you get them on board?

Question127: Which of these options is an appropriate type of Service Desk Survey?

Question128: As a Service Desk manager you need to have good planning skills. Which of these options is a key element of the planning process?

Question129: Which of these options is the most important reason for a Service Desk Manager to take regular call measurements?

Question130: As a Service Desk manager, if you have a crisis situation such as a major incident how would you help to focus your staff at that time?

Question131: What is the purpose of on-site (desk-side) support in a Service Desk environment?

Question132: Which of these options is a characteristic of a successful meeting?

Question133: You are about to attend what could be a difficult meeting with other IT team managers. You are aware that you will have to negotiate skillfully to achieve a successful outcome; what is the best skill you can employ that will help you do this?

Question134: Which of these wouldn't be a key objective of electronic support delivery tools in a Service Desk environment?

Question135: Which of the options best describes a principal benefit of Incident Monitoring?

Question136: Which of the following options is an effective listening skill?