IBM A1000-015 Intermediate Practice Exam: Medium Difficulty 2025

A service desk team notices that multiple users are reporting slow network performance in Building C. The team has logged separate incident records for each user complaint. Following ITAM best practices, what should be the NEXT appropriate action?

An organization is implementing a new Configuration Management Database (CMDB). The IT manager wants to ensure that all configuration items (CIs) are properly tracked with their relationships. Which relationship type would BEST describe the connection between an application server CI and the database CI it depends on to function?

A critical incident has been resolved after 6 hours of downtime affecting the payment processing system. According to ITSM best practices, what should the incident manager do to ensure organizational learning and prevent recurrence?

A service request has been submitted to provision a new laptop for an employee starting next week. The request requires approval from the employee's manager and IT security before fulfillment. What type of service request workflow would be MOST appropriate for this scenario?

During a Change Advisory Board (CAB) meeting, a proposed change to upgrade the email server has been assessed. The change has high business value but also carries significant risk to email availability. What is the MOST appropriate decision-making approach the CAB should take?

A service desk has identified a recurring incident where users forget their password reset procedures, generating 50+ tickets weekly. The problem manager wants to implement a sustainable solution. Which approach BEST demonstrates the relationship between Problem Management and Knowledge Management?

An IT organization wants to improve its incident management process by implementing proper categorization and prioritization. An incident affecting 200 users in the sales department during business hours, preventing them from accessing the CRM system, needs to be prioritized. The system is not used by other departments. How should this incident be prioritized?

A company's CMDB contains information about servers, applications, and network devices. During a scheduled change to update the operating system on a database server, what is the PRIMARY value of having accurate CI relationship data in the CMDB?

An organization has defined Service Level Agreements (SLAs) with different response and resolution times based on incident priority. A Priority 2 incident was logged at 9:00 AM on Monday with a 4-hour response time target. The technician first responded at 2:00 PM the same day. What should the incident manager do regarding the SLA?

A knowledge management system contains articles for resolving common IT issues. The service desk manager notices that technicians are creating duplicate articles and some existing articles are outdated. What is the BEST approach to improve the knowledge management process?