ACA-910 ITSM with Jira Service Management Foundations Practice Questions
Prepare for ACA-910 with more than an answer.
- Exam fee
- $100 USD
- Level
- Atlassian Certified Associate (ACA)
- Valid for
- 24 months
Domains covered on the exam 2
- ITSM Concepts and Terms30%
- Jira Service Management Concepts, Terms, and Benefits70%
- 1
How does the ITIL framework primarily support an organization's IT Service Management (ITSM) implementation?
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Correct answer: A
ITIL is a best-practice framework, not a rigid standard or software tool. It provides adaptable guidelines and processes to help organizations implement ITSM effectively, focusing on continuous improvement and aligning IT services with business objectives.
- 2
A logistics enterprise has recently transitioned from a "Reactive" ITSM maturity state, where they merely fought fires, to a "Proactive" state. They are now aiming for the highest maturity level, often referred to as "Optimized" or "Value-Driven." Which characteristic best indicates they have reached this highest maturity stage?
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Correct answer: A
In the highest stages of ITSM maturity (Optimized/Strategic/Value-Driven), IT is no longer just a support function or a cost center; it acts as a strategic partner integrated with the business to drive innovation, agility, and competitive advantage.
- 3
An enterprise is struggling to justify its IT budget because business leaders feel IT operates in a silo. The CIO decides to adopt IT Service Management (ITSM) practices. What is the primary strategic objective of implementing ITSM in this scenario?
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Correct answer: C
ITSM is fundamentally about aligning IT services with business needs and treating IT as a service provider rather than just a technology manager. While the other options might be secondary operational goals, the primary strategic objective of ITSM is business-IT alignment.
- 4
A financial services company experiences a sudden outage where users cannot log into the banking portal. The service desk receives 500 calls in an hour. The IT team restarts the authentication server, which restores access immediately. However, three days later, the exact same outage occurs. Based on ITSM best practices, how should the IT team categorize and handle these events?
flowchart TD A[User Reports Issue] --> B{Service Restored?} B -->|Yes| C[Close Incident] B -->|No| D[Apply Workaround] D --> C C --> E{Recurring Issue?} E -->|Yes| F[Initiate Problem Management] F --> G[Root Cause Analysis]Show answer details
Correct answer: A
In ITSM, an incident is an unplanned interruption, and a problem is the underlying cause of one or more incidents. The 500 calls are incidents that are resolved by the workaround (server restart). Because the issue recurred, a problem record must be opened to perform root cause analysis and find a permanent fix, separate from the incident records.
