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Free Atlassian Certified Associate - ITSM with Jira Service Management Foundations Exam Questions and Answers
Last updated: March 29, 2025
Examtopics Atlassian Certified Associate - ITSM with Jira Service Management Foundations Prepaway Real Exam Questions and dumps free download
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Atlassian Certified Associate - ITSM with Jira Service Management
Foundations
#Question
How can the service desk improve collaboration with other IT teams?
A.
By demanding information
B.
By ignoring feedback
C.
By holding regular coordination meetings
D.
By isolating themselves from others
Correct Answer:
C
Holding regular coordination meetings with other IT teams fosters better collaboration and communication, leading to improved service delivery across departments.
#Question
In what situation is it most appropriate to implement new Service Level Agreements (SLAs)?
A.
When user demand increases
B.
During annual reviews
C.
When business objectives change
D.
When costs are high
Correct Answer:
C
Implementing new SLAs when business objectives change ensures that service commitments align with the current priorities of the organization.
#Question
When updating users about an incident, what is the primary information they need?
A.
Estimated resolution time
B.
Detailed technical specifications
C.
Historical data
D.
Agent's personal opinion
Correct Answer:
A
Users need to know the estimated resolution time to manage their expectations and plan accordingly.
#Question
What action should the service desk team take after every major incident?
A.
Move on without discussion
B.
Avoid communication
C.
Hold a review session
D.
Just file the report
Correct Answer:
C
Holding a review session after a major incident helps identify what went wrong, allowing for future improvements in processes and responses.
#Question
If a service desk agent cannot resolve an issue, what is the best action to take?
A.
Ask the user to wait
B.
Transfer the call immediately
C.
Consult internal resources
D.
Close the ticket
Correct Answer:
C
Consulting internal resources or knowledge bases can provide additional insights or solutions that the agent may not have initially considered.
#Question
How should a service desk handle multiple incidents reported by the same user simultaneously?
A.
Treat each incident separately
B.
Close all tickets immediately
C.
Merge the incidents
D.
Request additional tickets
Correct Answer:
C
Merging incidents from the same user helps streamline resolution and prevents duplicate efforts on addressing the same issue.
#Question
What is the primary benefit of conducting regular user training on IT services?
A.
It confuses users
B.
It minimizes service complaints
C.
It increases workload
D.
It reduces efficiency
Correct Answer:
B
Regular training can help users understand IT services better, leading to fewer complaints and increased satisfaction.
Atlassian Certified Associate - ITSM with Jira Service Management Foundations
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