EMT Practice Test

1. Question Content...

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Question1: Which aspect of the service request management practice MOST helps to ensure that the practices is efficient?

Question2: The monitoring and event management practice includes rules for event filtering and categorization. In which dimension of service management are these rules established?

Question3: Which of the following is a CORRECT statement about partners and suppliers in the incident management practice?

Question4: What problem management process or activity is MOST LIKELY to have a dependency on third parties?

Question5: Which of the following statements provides the BEST reason for applying a workaround?

Question6: Which TWO of the following items is a service desk MOST LIKELY to capture?
1. Problems
2. Service requests
3. Incidents
4. Changes

Question7: What is considered an incident?

Question8: What is a key input to the service request fulfillment control process?

Question9: Which activity is part of the 'service request review and optimization' process?

Question10: A service provider is implementing a new analysis and reporting system. How will service request management benefit from it?

Question11: Which is a practice success factor for the service desk practice?

Question12: An organization is implementing a new service configuration management system. How will incident management practice benefit from it?

Question13: A service provider wants to automatically create records and tasks if certain events happen. These can be incident records, maintenance tasks, change records, and others. Which automation system should the service provider use for this?

Question14: Which activity of the 'service desk optimization' process ensures that change request are raised where necessary?

Question15: Fulfilment of service requests can be constrained by third parties. Where can users and customers find Information about these constraints?

Question16: When is incident prioritization MOST relevant?

Question17: An organization has analysed the current value stream for restoring service to users and identified touchpoints with low business value. User feedback confirmed that some communications from service desk during incident resolution were distracting and did not provide any useful information. What action should the organization take?

Question18: Which of the following is a benefit of utilizing incident models?

Question19: Which specific skill is required by a service desk manager when performance the activity 'defining the objectives of monitoring?

Question20: Incident management team uses monitoring and event management tools to detect incidents as early as possible. What other incident management activities can benefit from the use of these tools?

Question21: A vendor bulletin includes a description of an issue that could cause servers to suddenly stop working. These servers play a critical role in the delivery of an essential service. Which person in the service provider organization is MOST LIKELY to review the information and decide how this can affect the organization?

Question22: Which of the following is the BEST description of practice capability level 3?

Question23: What is the MOST important factor to consider when deciding how to mitigate problems?

Question24: What is usually included in a problem record when it is created, for both reactive and proactive problem identification?

Question25: What is part of the service desk agent role?

Question26: How does the service request management practice achieve its purpose of supporting the agreed quality of a service?

Question27: Which of the following is the BEST description for events?

Question28: Which problem management process has inputs from external user and professional communicates?

Question29: Which role or team usually perform the initial operational actions on service requests?

Question30: The service management team is analysis different practices, products, and service to map relevant value streams for further improvements. They are currently looking at the incident management value stream.
Which of the following statement is CORRECT?

Question31: Which types of incidents do NOT usually require on individual review upon resolution?

Question32: What should be the FIRST step in investigating a problem that was identified by reactive problem identification?

Question33: A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?

Question34: Which of the following is NOT an area to consider for creating a common language in the multi-vendor environment?

Question35: The request catalogue is a part of what other source of information?

Question36: Which incident management capability criteria must be fulfilled to achieve capability level 5?

Question37: What is both a key input and a key output of the 'service request fulfilment control' process?

Question38: An organization is improving its service desk practice. How should the organization use the guiding principle 'optimize and automate'?

Question39: The service request management team structures are usually the same as for what other practice?

Question40: Which of the following capability criteria supports the practice success factor of 'continually improving incident management'?

Question41: A service desk agent has recently been promoted to service desk manager. Which of the following will now be their new responsibility as a service desk manager?

Question42: A service provider wants to separate records for problems under investigation and for known errors.
Which software tools will help to achieve this?

Question43: A service provider receives negative feedback from users about fulfilment of some types of service requests. Users say that the procedures are unclear, ineffective, and take too long. What is the BEST way to improve this situation?

Question44: How can partners and suppliers support the 'service desk' practice?

Question45: When a specialist performing proactive problem identification decides NOT to register a problem, they may also decide NOT to notify the initiator of the problem. What is the usual reason for this?

Question46: Which of the following is NOT a benefit of the 'incident management' practice?

Question47: Which of the following describes technical debt?

Question48: A service provider analysed the performance of the service desk practice and identified several improvement initiatives. Which software tools will help the service provider to track the progress of these initiatives?

Question49: Which of the following is an input to the 'user query handling' process?

Question50: A service provider successfully fulfils service requests according to well-defined service request models. This is effectively supported by the workflow management software tool, where the models are saved and managed. The CIO is aiming to understand and optimize the costs of the services delivered to customers.
Which capability of the workflow management tool used for service request management is DM MOST important to support this objective?

Question51: How should an organization BEST assess how well problem management is contributing to the organization's success?

Question52: An organization is designing a value stream for communicating planned outages to users.
Al which step in value stream mapping will the user's expeditions regarding communicating planned communicating planned outages be identified?

Question53: A service provider aims to improve the use of solutions for incidents found during problem investigation. Which software tools will help the service provider to achieve this?

Question54: Which practice provides 'service health criteria' as an input to the 'monitoring planning' process?

Question55: What is NOT a main characteristic of a service request?

Question56: What should a service provider do when human resources to establish problem modes are not available?

Question57: A service provider receives negative feedback from users about fulfillment of some types of service requests. If a service request requires implementation of a change. It is often fulfilled with significant delays.
What is the BEST way to improve this situation?

Question58: Which of the following is a possible benefit of automatically detecting and registering incidents?

Question59: In which step of the 'incident handling and resolution' process will a change be initiated?

Question60: What is NOT a potential reason for registering an incident?

Question61: During self-assessment of the 'monitoring and event management' practice capability, what should be considered as evidence of the capability level3?

Question62: Which statement about the third-parties role in incident management is CORRECT?

Question63: The use of an integrated information system is an important aspect of which capability level for the 'service request management' practice?

Question64: Which of the following describes the purpose of the service desk practice desk practice?

Question65: What will MOST help a service provider to adopt swarming to support their problem management practice?

Question66: What should the service request management practice handle in order to support the agreed quality of a service?

Question67: An organization is not currently doing problem management, and is trying to decide how to get started.
What should be the FIRST step for the organization to take?

Question68: A service provider identified several errors in the third-party software which cannot be resolved for various reasons. The application management team identified a way to prevent incidents related to these errors. However, the team is conscious of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid. How can automation of problem management support the team in this situation?

Question69: Which process has an output of 'stakeholder notifications'?

Question70: A service provider wants to improve its proactive problem identification capabilities. To support this objective, it is reviewing the software tools currently used for problem management. Which automation capabilities will be particularly important for proactive problem identification?

Question71: Why is the monitoring provided by default for a configuration item not always right for a specific organization?

Question72: If an organization's service request management practice only partially achieves its purpose, which capability level of the ITIL maturity medal in applicable?

Question73: How can partners and suppliers support the monitoring and event management practice?

Question74: Which process reviews tools are available for data analysis?

Question75: A service provider is running workshops to improve the value stream that is used to restore normal service after an incident. Each workshop will discuss one activity from the value stream. The problem manager is very busy and can only attend two of these workshops.
Which TWO workshops should the problem manager attend?
1. Incident detection
2. Incident registration
3. Incident resolution
4. Incident closure

Question76: A service owner needs to have a good knowledge of available tools and methods.
Which service request management activity is this knowledge particularly useful for?

Question77: A service provider has been utilizing some monitoring and event management capabilities for years, but never had an integrated approach to the practice. Different teams use different monitoring tools to detect and handle events in their areas of responsibility. What should be the FIRST step for the service provider to establish and automate an integrated monitoring and event management practice?

Question78: Which capability level is MOST focused on continual improvement?

Question79: How can partners and suppliers support the service desk practice?