EMT Practice Test

1. Question Content...

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Question1: What is the intent of incident management?

Question2: How should service requests be handled according to ISO/IEC 20000-17?

Question3: Which is not an example of configuration information for a CI?

Question4: What is the objective of service continuity management?

Question5: 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?

Question6: What is the intent of the service availability management process?

Question7: Which is one of the ways that a service provider can demonstrate governance of applicable processes operated by an external supplier?

Question8: When an internal supplier is operating part of the service management processes, which process is required to manage this supplier?

Question9: What do demand management and capacity management do?

Question10: What is an audit observation?

Question11: What kind of request would qualify as a service request?

Question12: What is the relationship between ISO/IEC 20000-1, ISO 9001, and ISO/IEC 27001?

Question13: What do the principles Adapt and Adopt mean?

Question14: How should a problem requiring a change to a configuration item be resolved?

Question15: Which audit, performed by the Registered Certification Body, is required to be carried out at least annually?

Question16: Who is required to review the service providers SMS and services within the service management system of ISO/IEC 20000-1?

Question17: Which is a reason for the requirement to budget service costs?

Question18: What is the value of good service management?

Question19: What is a responsibility of the organization regarding supplier management as defined in ISO/IEC 20000-1?

Question20: To establish the objectives, processes, and procedures necessary to deliver results, that are in accordance with customer requirements and the organization's policies, IT service management must be planned. What must always be included in the service management plan?

Question21: Why would organization adopt ISO/TEC 20000?

Question22: Which is one of the ways that a service provider can demonstrate governance of applicable processes operated by an external supplier?

Question23: Which statement about the use of technology and tools to achieve and maintain certification is correct?

Question24: Within the requirements for Resources, in addition to human resources, what other resources shall the service provider organization determine and provide?

Question25: Which would NOT be included in a service management plan?