IBM A1000-015 Practice Exam 2025: Latest Questions

An IT team is introducing IT service management to a new business unit. They want to communicate what value IT provides in business terms rather than listing technical components. Which description best fits an IT service?

A user reports they cannot access email. The service desk restores access by resetting the user's account lockout and closes the ticket. Which term best describes what the service desk provided?

A support organization wants to ensure only authorized, tested modifications are introduced into production and that they can trace what was changed and why. Which practice primarily addresses this need?

A service desk agent wants to quickly provide a known fix for a common VPN setup question and reduce repeat contacts. Which knowledge management outcome is most directly achieved?

A major business application is intermittently slow. Multiple incidents are logged, but each is resolved by restarting an application service. The business wants a permanent fix and trend analysis. What should the support team do next?

A change manager needs to decide the appropriate handling for a low-risk, frequently performed task (e.g., adding a user to a standard access group) that follows a documented procedure and has pre-approval. How should this be categorized?

A configuration manager is asked why a CMDB is needed. Which statement best describes the purpose of configuration management and a CMDB in ITSM?

A service desk wants to reduce ticket volume by publishing self-service content. Which approach is a knowledge management best practice to maintain article quality over time?

A payment system outage is declared as a major incident. Multiple resolver teams are working in parallel, and executives demand frequent updates. Which action most directly supports effective major incident management?

A database patch is needed to remediate a critical vulnerability. The patch may disrupt a customer-facing service. The change manager must ensure risk is managed and that any failures can be quickly reversed. Which set of information is MOST essential in the change record before implementation?

A support agent is logging a new ticket for a user who cannot access email. Which field is MOST important to capture first to support prioritization and SLA handling?

Which statement BEST describes a service request in IT service management?

A team wants a common language to describe what IT delivers and to align operational work to business outcomes. What should they define first?

After resolving a recurring incident, an agent wants to reduce future handling time by documenting the fix in a way that is easy to find and reuse. What is the BEST next step?

Multiple users report that a customer portal is slow. The service desk restores performance by restarting a component, but the issue returns daily. What is the MOST appropriate action to prevent repeated incidents?

A change manager is assessing a proposed change that has low risk, is well understood, and has been performed successfully many times with documented steps. Which change type is MOST appropriate?

During an audit, IT is asked to prove which servers are affected by a newly discovered vulnerability in a specific software component. What CMDB capability is MOST critical to answer quickly and accurately?

A self-service portal is being introduced to reduce call volume. Which design choice MOST improves first-contact resolution for common issues?

A critical business service is down. A network engineer wants to apply a configuration change immediately to restore service, but the standard change process could take hours. What is the BEST ITSM approach?

A major incident was resolved, but stakeholders complain that communication was inconsistent and some teams worked on duplicate tasks. Which practice BEST addresses this for future major incidents?

A new support agent is trying to understand why incident tickets should be linked to a service in the service catalog rather than only to a configuration item (CI). What is the PRIMARY benefit of linking incidents to a service?

A major outage occurs and many users report the same symptoms. The service desk wants to reduce handling time and ensure consistent updates. What is the BEST practice approach?

A problem record is opened for recurring slowness in a customer portal. The team has identified a workaround (restart a specific service) but the root cause is still unknown. Which action should be taken NEXT to support faster incident restoration?

A change manager notices that several changes are being implemented with incomplete testing evidence and no backout plan. Which control is MOST appropriate to reduce risk while maintaining throughput?

After a network upgrade, multiple incidents are logged against different application CIs, but the root cause appears to be a single firewall rule change. The CMDB shows inconsistent CI relationships between the firewall, network segment, and applications. What is the BEST action to improve future impact analysis and troubleshooting?