50 IBM A1000-015 Practice Questions: Question Bank 2025

A new service desk analyst is asked to explain what an "IT service" is in IT Service Management. Which description best matches an IT service?

Users report that "email is slow" across multiple offices. The service desk receives similar tickets every morning for a week. What is the BEST next step to reduce impact and improve long-term resolution?

A database server fails and a critical business application is down. The service desk needs to restore service as quickly as possible. Which activity is MOST aligned with incident management?

A team is implementing change management. Which approach BEST reduces the risk of unauthorized changes causing outages?

A service desk manager wants to distinguish between a standard change and a normal change. Which statement is correct?

A user requests a new laptop following a pre-defined approval workflow and a published fulfillment time. How should this be classified and handled?

After a successful resolution of a recurring VPN connection issue, the team wants to prevent repeated escalations and speed up future resolutions. What is the BEST knowledge management action?

An organization is building a CMDB. Which set of relationships is MOST important to capture first to support incident impact analysis?

During a major outage, multiple teams are working in parallel. Conflicting updates are being sent to executives, and users are receiving inconsistent recovery time estimates. What is the BEST process improvement to address this?

A change is proposed to modify firewall rules. The change is low effort but could unintentionally block access to a customer-facing service. Which information is MOST critical to review before approval to reduce risk?

A new support analyst is learning IT Service Management. Which statement best describes the purpose of a Service Level Agreement (SLA)?

A service desk needs to route incoming tickets to the right resolver group more consistently. Which practice most directly improves correct routing at first contact?

A requester submits a standard service request for a new laptop. Which characteristic best distinguishes a service request from an incident?

Multiple customers report that password reset emails are delayed across several applications. Initial checks show no single application outage. What is the most appropriate next step for the service desk to support effective investigation?

A change manager wants to reduce risk from frequent low-risk changes (e.g., adding a user to an existing access group) while maintaining control. Which approach aligns best with Change Management best practices?

A major incident occurs and requires rapid restoration. After service is restored, leadership asks how to prevent recurrence. Which set of outputs is most associated with Problem Management rather than Incident Management?

A technician updates a server's CPU and memory but forgets to update the configuration record. Weeks later, capacity reports are inaccurate. Which control most directly prevents this type of issue?

Users repeatedly submit tickets for a common 'VPN setup' request, and resolution time varies by analyst. What is the best knowledge management action to improve consistency and reduce fulfillment time?

A company experiences intermittent outages of a customer portal. Investigation suggests the issue only occurs when a specific upstream DNS service is slow. There is no direct ownership of that DNS service internally. What is the best ITSM approach to manage accountability and improvement?

During an audit, it is discovered that several production changes were implemented without recorded approvals. The change manager wants to prevent recurrence while still allowing urgent restoration. Which design is most appropriate?

A service desk is asked to explain what a “service” means in IT Service Management. Which definition best aligns with ITSM best practices?

A support analyst receives a user report that they cannot access email. The analyst confirms it is affecting only that user and there is a known workaround. What is the most appropriate next action?

A team wants to reduce repeated questions to the service desk for common tasks (e.g., VPN setup). Which approach is most effective?

After a major outage, multiple incidents are opened that appear related. The incident manager wants to ensure long-term prevention while keeping incident records focused on restoration. What is the best practice?

A CI (Configuration Item) is reported as “missing” in the CMDB after a server was decommissioned. The decommissioning was done via an approved change. What should be done to improve configuration accuracy going forward?

A service owner wants to introduce a standard change for routine user access provisioning that follows a proven, low-risk procedure. What is a key characteristic of a standard change?

A self-service portal is implemented for password resets and software requests. The organization wants to measure whether self-service is reducing load on the service desk. Which metric best supports this goal?

Users report intermittent slowness in a business application. Monitoring shows no errors, and restarting the application temporarily improves performance. Incidents keep recurring. What is the best next step to prevent recurrence?

A change is planned to update a shared database schema used by multiple services. The change coordinator must reduce the risk of unintended outages across dependent services. What is the best practice for assessing impact?

A knowledge manager notices many articles are rarely used and some contain outdated steps that lead to failed resolutions. Which governance action is most appropriate to improve knowledge quality and usability?

A new service desk analyst is learning IT Service Management. Which statement best describes the purpose of a Service Level Agreement (SLA)?

Users report they cannot access a shared application after a network change. The service desk restores access by rolling back the change, but the underlying reason for the failure is still unknown. What should be created next to ensure the root cause is investigated?

An organization wants to reduce risk by ensuring that all production changes are assessed, approved, and scheduled in a controlled way. Which activity is most directly responsible for this control?

A service desk team wants to improve the usefulness of its knowledge base. Which practice is most effective to keep articles accurate and easy to find over time?

A major incident occurs affecting multiple services. Several incident tickets are opened by different users, but they all appear to be caused by the same outage. What is the best way to manage this to streamline communication and restoration?

A change is planned to upgrade a database engine. The upgrade has a high risk and requires coordination across multiple teams, plus a defined backout plan. Which change type is most appropriate?

A service desk is implementing a request catalog. Users often ask for “new laptop,” but the fulfillment steps differ depending on role, location, and required software. What is the best design approach for the catalog entry?

A problem manager is reviewing repeated incidents for a web application. A workaround exists, but the permanent fix requires a vendor patch in the next maintenance window. What should be recorded to allow the service desk to quickly apply the workaround and communicate status?

During an audit, it is discovered that multiple servers in production are missing critical relationships in the CMDB (for example, server-to-application mappings). Incident impact analysis has been unreliable. What is the best corrective action to improve CMDB quality going forward?

A change is urgently needed to restore service after a security control blocks legitimate traffic. The team applies a temporary rule update to recover service, but must still ensure traceability and reduce risk. Which approach best aligns with best practices for emergency changes?

A new service desk analyst asks what a “service” means in IT Service Management. Which description best fits the ITSM definition of a service?

A user reports their laptop is “slow.” The service desk wants to capture the issue in a way that supports consistent troubleshooting and reporting. What should the analyst do first?

Which activity is MOST appropriate during incident management to reduce mean time to restore service (MTRS)?

After a major outage, multiple incidents were logged with similar symptoms across several sites. The incident manager suspects an underlying cause. What is the BEST next step?

A team wants to reduce repeated resolution time for a recurring application error. They identified the cause but the permanent fix will take weeks. What is the MOST appropriate action in the meantime?

A change to a shared database is proposed. Two applications depend on this database, and one has a strict availability requirement. Which change management activity BEST reduces the risk of unexpected business impact?

A service owner wants the CMDB to support faster troubleshooting. Which approach MOST improves the CMDB’s usefulness without trying to model everything?

A company wants to improve first-contact resolution by publishing troubleshooting steps for common issues. What is the BEST practice for knowledge management to ensure users and agents can trust the content?

After implementing a new automated change deployment, incident volume increases. Investigation shows many incidents are caused by unauthorized configuration changes made outside the pipeline. Which control BEST addresses this issue?

A major incident is resolved with a temporary workaround. The business demands a permanent fix, but the root cause is unclear and multiple teams are involved. What is the MOST effective next step to prevent recurrence while balancing speed and governance?