EMT Practice Test

1. Question Content...

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Question1: 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?

Question2: 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 source the service externally?

Question3: Which is the MAIN reason for service providers to encourage feedback on service provision?

Question4: At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?

Question5: A service provider reliably meets the agreed service levels, but some customers are not happy because they are not achieving the outcomes that they expected.
Which is the BEST thing the service provider can do about this?

Question6: Which is an example of planning for value co-creation?

Question7: Which is a challenge when onboarding individual consumers?

Question8: Which competency profile is required by an individual who is tasked with motivating others to adopt the new ways of working required to support the organization's goals?

Question9: Which TWO are examples that can be handled as service requests?
A customer asks a service provider to design an app for staff to submit vacation requests.
A staff member asks for a new barcode scanner from an internal IT department.
A manager requires swift changes to user access rights for an employee.
A service provider establishes a channel for users to submit emergency changes.

Question10: An organization is undergoing a digital transformation. New behaviour patterns are encouraged among the teams. Many employees have adopted these patterns, but others are reluctant and unsure. An anonymous survey conducted by the leadership team highlighted that some team members avoid experimentation and prefer to search or wait for a single correct solution.
Which TWO key behaviour patternsare MOST LIKELY to be affected by this attitude?
1. Accept ambiguity and uncertainty
2. Commit to continual learning
3. Help get customers'jobs done
4. Trust and be trusted

Question11: A manager often focuses on avoiding risk, and blames staff when things go wrong. The manager also does not listen to suggestions and allow experimentation. This has resulted in a lack of innovation in the manager's team, and several of the team's senior members have left the organization.
Which behaviours from safety culture would allow this manager to increase innovation and retain more staff?
1. Focus on inclusion and ignore toxic relationships
2. Treat failures as improvement opportunities
3. Encourage continual organizational learning
4. Encourage collaboration and discourage conflict

Question12: Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?

Question13: Which domain involves running experiments to decide how to respond to a situation?

Question14: 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?

Question15: An IT department in a large enterprise has been managing a service that is core to the enterprise's strategy and objectives. Recently, the quality of a service has been falling. Investigations have revealed that the service team works on resolving incidents, requests and problems, and also development, testing, and releasing new functionality. Due to the mixed workload, the team are unable to complete many tasks to the level of quality required.
Which approach would MOST LIKELY help in this situation?

Question16: 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?

Question17: 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?

Question18: Which statement about the end-to-end customer journey is CORRECT?

Question19: Which statement about the reporting of service outcomes and performance is CORRECT?

Question20: Governance is a core component of the service value system.
How does governance support high-velocity IT?

Question21: Which BEST describes the primary role of a governing body?

Question22: 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?

Question23: What provides value to the organization by ensuring that there is end-to-end management over the organization's suppliers through a single entity?

Question24: 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?

Question25: How can an organization facilitate positive outcomes and experiences throughout the customer journey?

Question26: 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?

Question27: 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?

Question28: Which is intended to help an organization adopt and adapt ITIL guidance?

Question29: An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services.
Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?

Question30: An organization introduced a dedicated team of support agents, which answers questions, provides consultations, and fulfills a range of predefined changes initiated by external users with higher levels of subscription.
Which practice ensures effective fulfillment of these service actions?

Question31: 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 believes 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?

Question32: 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?

Question33: Which activity does a service provider carry out as part of the "explore step of the customer journey"?

Question34: Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

Question35: 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 source the service externally?

Question36: An organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas such as sales and customer support.
How can the organization BEST collect the information needed to address these complaints?

Question37: A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way.
Which is the MOST appropriate approach?

Question38: An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA.
Which is the BEST example of an experience metric that can be included in the SLA?

Question39: Which statement about the onboarding of services is CORRECT?

Question40: An organization is negotiating and agreeing on 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?

Question41: A service provider is collecting requirements for a cloud-based document storage service. Which is an example of a utility requirement for this service?

Question42: 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?

Question43: Which statement about service requests is CORRECT?

Question44: 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

Question45: A service provider is planning to onboard a new desktop service for a new customer.
Which activity will be carried out by the customer?