EMT Practice Test

1. Question Content...

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Question1: What is the intent of Design and transition of new or changed services?

Question2: According to ISO/IEC 20000-1, the use of suppliers to provide aspects of the Service Management processes is acceptable.
What level of the supply chain must the service provider manage?

Question3: Input from other Service Management processes is required to keep the IT service continuity plan current Which process has the most to contribute?

Question4: What is a valid reason for an IT service provider to adopt and implement the ISO/IEC 20000 standard?

Question5: Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

Question6: According to the ISO/IEC 20000-1:2011 standard it is important that a process exists to deal with contractual disputes with suppliers.
Which process is responsible for the definition of this process?

Question7: Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users.
Which Process or Function can help to alleviate some of this workload?

Question8: Which process has the intent to ensure that the available supply of processing power matches the business demands, both now and in the future?

Question9: What can be improved by achieving quality objectives?

Question10: Which processes should the Plan, Do, Check, Act methodology be applied to?

Question11: What must be included in a well defined Process structure?

Question12: What is a Known Error?

Question13: The Supplier Management process must define several formal policies and procedures to cover possible events in the service provider-supplier relationship.
According to ISO/IEC 20000-1, what would not be defined?

Question14: Which process reports about software failures resulting from software changes?

Question15: An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade.
Which process or function is responsible for rolling out these Changes?

Question16: What is meant by the Urgency of an Incident?

Question17: Service providers manage various documents and records to ensure effective planning, operation and control of Service management.
Which of these is a record?

Question18: The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed.
Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.
What is this advice an example of?

Question19: What is the definition of IT Service Management?

Question20: What is a best practice for Capacity Management?

Question21: Why would an IT service provider adopt the C0bITTM framework?

Question22: What is an attribute of a Configuration item (CI)?

Question23: One of the activities of Release and deployment management involves testing and Release acceptance.
When can Release management start with implementation planning?

Question24: Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

Question25: What is the best definition of "Quality system"?

Question26: What is known as a temporary solution that enables the user to continue working?

Question27: What does Service Management aim to achieve?

Question28: What is the objective of the maintain and improve the SMS stage (Act)?

Question29: One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?

Question30: Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

Question31: Which of the following is a best practice concerning information security risk assessment?

Question32: What is a purpose of ISO/IEC 20000?

Question33: What is a requirement according to ISO/IEC 20000-1 when establishing the Business relationship management process?

Question34: Staff competencies and training needs shall be reviewed and managed. Why is this necessary?

Question35: A company includes the principle of continual improvement of the Service management system (SMS) in their Service management plan.
What evidence would be gathered to demonstrate continual improvement?

Question36: In many organizations, management tasks or parts of those tasks are performed by third parties.
Agreements are made with these parties that are expressed in documents.
What are these documents called?

Question37: What is a parameter for measuring progress relative to key objectives in an organization?

Question38: Which process includes the responsibility of recovering the service as quickly as possible?

Question39: Which of the following activities in the Problem Management process is related to the Change Management process?

Question40: When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted.
From which process will Service Level Management (SLM) require input?

Question41: Which interested party will define Service level requirements?

Question42: What is a valid description of an IT service?

Question43: Why is it important that the Service Desk attempts to link an Incident to a Known Error?

Question44: Who or what should always be informed in case a release is rejected, delayed or cancelled?

Question45: Why is a Service management system required?

Question46: When can the building and testing of a Change begin?

Question47: What is an ISO/EC 20000 requirement relating to the service management plan?

Question48: What is required to be in place for emergency changes?

Question49: One of the key activities in Supplier management is managing contracts with various suppliers.
Which activity would not be included according to ISO/IEC 20000-1?

Question50: Which process or function has the responsibility of distributing information to users?

Question51: Customer satisfaction measurement is an important activity in the Business relationship management process.
What is the objective of Customer satisfaction measurement?

Question52: What is a function of processes?

Question53: Which process has the objective of helping to control the IT infrastructure by maintaining a logical model of the IT infrastructure and IT services?

Question54: Which statement below is not a purpose of Supplier Management procedures?

Question55: What is the best definition of a Service management system?

Question56: According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

Question57: What defines Service Quality'?

Question58: What is the aim of an internal audit?

Question59: What has to be included in a well defined process?

Question60: The contents of a service must be agreed between the service provider and the interested parties.
Which aspect, as per ISO/IEC 20000-1 should be documented for each agreed service report?

Question61: A Release policy needs to be documented and agreed. What must be included in the Release policy?

Question62: Deming proposed a system for continuous improvement. What are the four activities involved?

Question63: What is the added value of a service being delivered according to IT service management best practice?

Question64: What best describes the term Mean Time Between Failures (MTBF)?

Question65: What is the purpose of defining a Service management system?

Question66: The success and failure of Releases shall be measured. What is included in these measurements?

Question67: What is a Configuration Baseline?

Question68: What are the key contents of an IT Service Management system?

Question69: What defines Service Quality'?

Question70: What measure or technique will be used to show progress of process objectives for a Service provider?

Question71: What is the purpose of CobiT™?

Question72: One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location.
What is the name of this location?

Question73: Which statement with regard to Information Security Management is true?

Question74: What data is recorded when an incident is reported to the Service Desk?

Question75: What is used for the assessment of maturity of organizations?

Question76: When implementing Service management, what is the recommended method to deliver the best possible service to meet a customer's business needs?

Question77: What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?

Question78: What is an example of a Configuration item (CI)?

Question79: While planning for service improvements, what is an important best practice to consider?

Question80: When planning a quality approach to the Service management system, what needs to be considered to ensure on-going compliance with the service providers corporate objectives / requirements?

Question81: Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?