IBM A1000-015 Practice Exam: Test Your Knowledge 2025

What is the primary purpose of IT Service Management (ITSM) in an organization?

Which ITIL process is responsible for maintaining information about configuration items (CIs) required to deliver an IT service?

An incident is defined as which of the following in ITSM?

What is the main purpose of a Service Request in ITSM?

Which of the following best describes the relationship between incidents and problems?

A user reports that they cannot access their email. The IT service desk restarts the email client and the issue is resolved. What has occurred?

What is the primary objective of the Configuration Management Database (CMDB)?

Which priority should be assigned to an incident that affects a large number of users but has a workaround available?

What is the purpose of a Change Advisory Board (CAB) in Change Management?

Which of the following is a key benefit of implementing a Knowledge Management system in ITSM?

What distinguishes a Standard Change from a Normal Change in Change Management?

In ITIL, what is the primary goal of Service Level Management?

A company experiences recurring email server outages every Monday morning. What ITSM process should be initiated to address this pattern?

What should be documented in a Known Error Database (KEDB)?

Which of the following best describes the concept of a Configuration Item (CI)?

An organization wants to reduce the volume of incidents reaching the service desk. Which Knowledge Management practice would be most effective?

During a change implementation, the new software causes critical system failures. What is the immediate action according to Change Management best practices?

A financial services company needs to implement a change to their production database during peak business hours due to a critical security vulnerability. How should this change be classified and handled?

An IT organization is implementing ITSM and needs to establish metrics. Which metric would best measure the effectiveness of Incident Management?

A service desk receives multiple incident reports about users unable to access a shared application. After investigation, they discover that the authentication service is down, affecting the application. How should this situation be managed?

Which statement best describes the relationship between the CMDB and Change Management?

What is the primary difference between a service request and an incident?

In ITSM, what is the purpose of the Service Catalog?