ITSM with Jira Service Management Foundations Free Sample Questions
Description
Covers IT service management concepts, core ITSM practices and the IT Infrastructure Library, and Jira Service Management terminology, navigation, core features, and the benefits it provides teams.
8 free sample questions91 in the full practice test
ITSM Concepts and Terms · What is IT Service Management?
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?
Answer and explanation
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.
Q2Question 2
Intermediate
ITSM Concepts and Terms · Incident vs. Problem Management
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]
Answer and explanation
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.
Q3Question 3
Intermediate
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?
Answer and explanation
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.
Q4Question 4
Beginner
ITSM Concepts and Terms · Service Request Management
Which of the following scenarios should be classified as a Service Request rather than an Incident?
Answer and explanation
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.
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