IBM A1000-015 Advanced Practice Exam: Hard Questions 2025

A global enterprise is experiencing recurring incidents where the Service Desk incorrectly categorizes high-priority incidents as low-priority, causing SLA breaches. Analysis reveals that 40% of incidents lack sufficient information at initial logging, and the categorization algorithm relies on keyword matching. The organization uses a federated ITSM model with three regional service desks operating in different time zones. What is the MOST effective comprehensive solution to address this systemic issue?

During a problem investigation, your team has identified five incidents over the past three months that share similar symptoms: intermittent database connection timeouts occurring between 2-4 AM. Three different root causes have been proposed: (1) automated backup processes consuming connection pools, (2) database maintenance jobs causing locks, and (3) network congestion from batch processing. Two incidents were resolved by restarting the application server, two by extending connection timeout values, and one resolved itself. According to ITSM best practices for Problem Management, what should be the NEXT step?

An organization's Configuration Management Database (CMDB) has accumulated 50,000 Configuration Items (CIs) over five years. A recent audit revealed that 30% of CIs have no recorded relationships, 25% haven't been updated in over 18 months, and impact analysis for changes is frequently inaccurate. The organization wants to implement a CMDB remediation program. Which approach represents the MOST effective strategy aligned with ITIL best practices?

A financial services company must implement an emergency change to patch a zero-day security vulnerability in their customer-facing web application. The change must be deployed within 4 hours, but normal change approval processes require a minimum of 24 hours with CAB review. The application processes real-time transactions worth $2M per hour. Which approach BEST balances risk management with the urgency requirements according to ITIL Change Management principles?

An IT service organization supporting 10,000 users has a knowledge base with 2,500 articles. Metrics show that only 15% of incidents are resolved using knowledge base articles, despite 60% of incidents being repetitive. The Service Desk reports that searching the knowledge base takes too long and results are often irrelevant. A new Knowledge Manager is tasked with improving knowledge management effectiveness. What should be the PRIMARY focus of the improvement initiative?

A multi-national corporation has implemented ITSM across six business units, each with different service management maturity levels and toolsets. The CIO wants to measure the overall effectiveness of IT Service Management to justify continued investment. Three business units use ServiceNow, two use BMC Remedy, and one uses Jira Service Management. What approach would provide the MOST meaningful and actionable measurement of ITSM effectiveness?

A problem record has been open for 6 months investigating chronic performance degradation affecting the organization's ERP system. Multiple incident workarounds exist, but no root cause has been identified. The problem team has performed code reviews, infrastructure analysis, and database optimization without success. Business pressure is mounting for resolution. The Problem Manager must decide the next course of action. What represents the MOST appropriate Problem Management approach?

An organization operates a self-service portal for standard service requests (password resets, software installations, access requests). Analytics show 45% of users still contact the Service Desk directly instead of using the portal, and 30% of portal-initiated requests are abandoned before completion. Management wants to improve portal adoption and request fulfillment efficiency. What strategy would MOST effectively address both the adoption and completion rate challenges?

A large organization's Change Advisory Board (CAB) has become a bottleneck, with weekly meetings lasting 4 hours and reviewing 80-100 changes. Analysis shows that 70% of changes are standard changes that follow established procedures, 20% are normal changes requiring assessment, and 10% are significant/high-risk changes. The CAB is also reviewing post-implementation results for all changes. What optimization strategy BEST aligns with ITIL Change Management principles to improve efficiency while maintaining appropriate governance?

An IT organization is transitioning from a reactive incident-focused culture to proactive Problem Management. The Incident Manager reports that analysts resist spending time on problem investigation because it negatively impacts their incident resolution metrics, which drive their performance reviews. Problem records are being created but receive minimal investigation effort. What approach would MOST effectively address this cultural and organizational challenge?