EMT Practice Test

1. Question Content...

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Question1: An organization is receiving complaints about the performance of one of its online services. Some of the complaints are coming from its internal employees who are reporting issues with onboarding new consumers. The organization has limited resources. Which is the FIRST step that this organization should take to address the complaints?

Question2: Governance is a core component of the service value system.
How does governance support high-velocity IT?

Question3: Which domain involves running experiments to decide how to respond to a situation?

Question4: The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two days. A user contacts the service desk to say that their printer is broken, and they urgently need a printout of a contract or a significant sale will be lost. What should the service desk agent do?

Question5: An organization works in a highly regulated industry. A new regulation has been introduced that requires additional information to be recorded about users each time the service desk logs an incident in the service logging tool. They want to put controls in place to ensure that the regulation is followed.
Which is the BEST approach?

Question6: An organization that has been successful in the past is now struggling to succeed in a highlycompetitive industry. Customer expectations that are changing in unpredictable ways, and unclear user requirements, are making it difficult for the organization to decide a course of action. Several conflicting approaches have been suggested.
In the context of the Cynefin framework, which approach would BEST enable the organization to progress?

Question7: Which BEST describes the primary role of a governing body?

Question8: An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization's needs?

Question9: Which activity does a service provider carry out as part of the "explore step of the customer journey" ?

Question10: In service relationships, what is a benefit of identifying consumer roles

Question11: Which statement about service requests is CORRECT?

Question12: 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

Question13: An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as a part of its strategic plan. The market is extremely competitive, so the organization wants to ensure that all factors are considered. Which technique would allow this organization to BEST understand the external factors that could influence this decision?

Question14: What should be done FIRST when designing a customer journey?

Question15: A customer usually has good control of a service provider in terms of achieving service levels, but often struggles to assess service value Which level of service relationship maturity does this situation describe?

Question16: How can an organization facilitate positive outcomes and experiences throughout the customer journey?

Question17: what should be included in an organization's approach to risk management

Question18: A commercial service provider is creating a new strategic plan. It has developed the following tactics and operational plans:
* Tactic 1 - acquire new resilient infrastructure
* Tactic 2 - launch services by region
* Operational plan 1 - operate infrastructure to meet service levels
* Operational plan 2 - train staff on new infrastructure skills.
Which strategy do these tactics and operational plans support?

Question19: A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users. Which is the MOST APPROPRIATE method?

Question20: An organization wants to provide its employees with a limited set of self-services via an online portal.
A requirement is that when employees log into the portal, they see only those services that are applicable to their status in the organization and that they have the authority to access. The organization also wants to provide employees with the ability to adjust the layout of the portal.
Which service provisioning approach should this organization use?

Question21: Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?

Question22: An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?

Question23: An organization introduced a dedicated team of support agents, which answers questions, provides consultations and fulfils a range of predefined changes initiated by external users with higher levels of subscription.
Which practice ensures effective fulfilment of these service actions?

Question24: The IT team in a large enterprise is replacing an important application used for internal communication and collaboration. The team is very enthusiastic about the new application, and believe that it enables new and better ways of working. Pilot users, however, are reluctant to use the new features and just replicate old ways of working in the new system. How can a 'service mindset' improve the situation?

Question25: Users are complaining that service desk agents do not listen to them and make assumptions about what their issues are. Which action would BEST help to improve this situation?

Question26: An organization is a market leader for software that has seen a sharp decline in local installations of its software. Customers are increasingly preferring its subscription-based cloud solution. As the company rapidly adapts its product offering to favour subscription-based cloud solutions, some people within the company do not agree with the new focus.
Which method would be effective in ensuring that the change in focus is supported across the organization?

Question27: A team is evaluating commercial software products in an effort to improve communication and collaboration within the team.
The members of the team cannot agree on the process that they should use to evaluate the products.
Which step should the team complete LAST?

Question28: An organization is negotiating and agreeing the service levels for a social media site. Which is an example of a measure of utility that should be included in the service level agreement?

Question29: An IT team in a large multinational organization wants to document the work they do by using value streams.
What should they do FIRST?

Question30: An IT department is working with the organization's marketing team to introduce a new set of analysis tools. Having read articles in the media about these tools, the marketing team has high hopes. Because the tools are being introduced using a phased implementation approach, the representatives of the two teams are struggling to agree on service level targets. How can the collaborate and promote visibility' guiding principle be applied to this situation?

Question31: An organization provides an online portal that its employees can use to learn about and request standard services. Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?

Question32: At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?

Question33: Which statement about employee surveys is CORRECT?

Question34: An organization in a highly-regulated industry is considering adopting agile practices. The management team is concerned with maintaining compliance to regulatory requirements while empowering teams at every level to make key decisions.
Which approach would MOST LIKELY help the company overcome this challenge?

Question35: Which statement BEST describes the role of IT staff in risk management?

Question36: An IT service provider is carrying out an internal
assessment, to identify opportunities to develop and improve their
services. They have reviewed workflows and activities, the capabilities of their workforce, and supplier contracts.
Which area do they also need to consider?

Question37: A bank provides an online banking service to external users.
The bank measures the functional and non-functional aspects of the
service in several ways and is meeting its targets. However, user
satisfaction with the service is not as high as the bank would like it
to be.
Which is the BEST example of an additional aspect of the service that
the bank should measure?

Question38: 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 activity should the service provider include in the plans to offboard the service?

Question39: An employee has some concerns at work but does not share this information with others because they fear that this would damage their reputation and position.
What is PRIMARILY concerned with preventing this situation?

Question40: A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.
How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?

Question41: After completing an online training course, the employees of an organization are better equipped to utilize digital systems.
Which mid-level goal is supported by this training?

Question42: A service provider is tracking the likelihood of service failures that could affect the service consumer. What is this a measure of?

Question43: An organization is considering how a new service will be supported when it goes live. There are many teams contribute to the support of the service.
Which approach should the organization follow when creating a value stream to support the new service?

Question44: Which TWO are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests.
2. A staff member asks for a new barcode scanner from an internal IT department.
3. A manager requires swift changes to user access rights for an employee.
4. A service provider establishes a channel for users to submit emergency changes.

Question45: Which statement about the end-to-end customer journey is CORRECT?

Question46: Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?

Question47: What helps people to understand the value of an initiative, and reduces their resistance?