ACA-910 Sample Questions & Answers
Jira Service Management's own terminology, navigation and core features make up the large majority of the test, with the smaller remainder on general ITSM concepts, practices and ITIL foundations.
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- Question 1Intermediate
ITSM Concepts and Terms · Change Management
A healthcare organization needs to apply a critical security patch to its core patient database to prevent an active zero-day exploit. The normal change approval process takes two weeks, which introduces unacceptable risk. Which ITSM change type should be utilized, and what is the appropriate approval mechanism?
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Correct answer: D
Emergency changes are required when a critical issue (like a zero-day exploit or major incident) must be resolved immediately. They bypass the normal CAB schedule and are instead evaluated by an Emergency Change Advisory Board (ECAB) to balance rapid deployment with risk assessment.
- Question 2Beginner
ITSM Concepts and Terms · Service Request Management
Which of the following scenarios should be classified as a Service Request rather than an Incident?
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Correct answer: B
A Service Request is a formal user request for something to be provided, such as a software license, password reset, or new hardware. It is pre-defined and expected. The other options describe unplanned interruptions or degradations of service, which are classified as Incidents.
- Question 3Beginner
ITSM Concepts and Terms · Knowledge Management
A rapidly growing e-commerce company notices that its tier-1 service desk agents spend 60% of their time answering the same questions about VPN configuration. Which ITSM practice is specifically designed to reduce this repetitive incident volume by empowering users to resolve issues themselves?
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Correct answer: A
Knowledge Management focuses on creating, sharing, using, and managing knowledge and information. By documenting the VPN configuration steps in a self-service knowledge base, the organization can deflect repetitive tier-1 tickets, allowing users to self-resolve.
- Question 4Intermediate
ITSM Concepts and Terms · Asset Management
An IT administrator is tasked with mapping the relationships between a newly deployed physical server, the hypervisor running on it, and the three virtual machines hosting a customer-facing application. Which ITSM concept is the administrator actively building?
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Correct answer: A
A Configuration Management Database (CMDB) stores information about hardware and software assets (Configuration Items or CIs) and maps the relationships and dependencies between them. This is crucial for understanding the impact of changes and incidents.
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