Atlassian ITSM with Jira Service Management Foundations (ACA-910) Certification Sample Questions

01. What distinguishes the user types of collaborator and request participant?
a) The ability to view a ticket submitted by someone else.
b) The ability to submit a ticket on behalf of another customer.
c) The ability to approve someone else’s ticket.
d) The ability to be assigned to a ticket.
e) The ability to add an internal comment.

02. Jake received an email stating that his assigned ticket was approved. Which notification type is this?
a) Request participant notification
b) Team notification
c) Customer notification
d) Approval notification

03. The ACME company regularly documents their incident resolutions, provides access to troubleshooting and how-to articles, enables user feedback, holds regular content reviews, and archives documents when needed.
What is the correct ITSM term for this practice?
a) Security management
b) Asset management
c) Change management
d) Knowledge management
e) Configuration management

04. Alan is a developer who needs to review tickets and then provide internal comments to assist the agents in a JSM project. What configuration change is needed?
a) Update the JQL in a queue.
b) Modify the default notification scheme.
c) Assign Alan to a role.
d) Add an approval step to the workflows.
e) Remove a field from a screen.

05. Requirements state that P3 tickets should be set to Escalated status if they have not been updated in a week. Which feature of Jira Service Management can be configured to satisfy this requirement?
a) Automation
b) SLAs
c) Escalation policies
d) Alerts
e) Team notifications

06. Currently, your team only has Jira Service Management. Which task would require implementing another Atlassian tool?
a) To add an approval step to certain service requests.
b) To inform all users about the statuses of different services.
c) To create an Incident ticket.
d) To share a ticket with another customer.
e) To request more information from the customer who submitted a ticket.

07. Several actions were performed by different user types in Jira Service Management. Which action was definitely performed by an agent?
a) Assigned themselves to a ticket.
b) Viewed a ticket submitted by another customer.
c) Added an attachment to a ticket.
d) Submitted a request through the customer portal.
e) Approved a request for a new laptop.

08. Over the weekend, a server unexpectedly went off line. Which ITSM practice will be used to determine the root cause?
a) Change management
b) Incident management
c) Knowledge management
d) Asset management
e) Problem management

09. In a particular portal, customers see request types categorized by the type of device they need help with, including “Laptops”, “Mobile devices” and “Printers”. What determines this categorization?
a) Portal groups
b) SLAs
c) Automation
d) Queues
e) Screens

10. Review the following timeline of events:
1. Dave submitted a ticket through an online portal that his laptop was having issues.
2. The agent working the ticket cross-referenced the serial number and determined that Dave’s computer needed a software patch.
3. The agent wrote a how-to article to help other users who need the patch.
Which three tools were used in this timeline?
a) Jira service management, Assets, Statuspage
b) Jira service management, Assets, Confluence
c) Jira service management, Confluence, Statuspage
d) Jira, Jira service management, Assets
e) Atlassian Assist, Assets, Confluence