Question 1

In ITSM, what does the term "Incident" primarily refer to?

Options :

A : A request for new hardware or software.

B : An unplanned interruption to an IT service or reduction in its quality.

C : A planned upgrade or maintenance activity.

D : A set of recurring problems with a known root cause.

Answer: B

Question 2

Alex is an Agent in the ABC project and complains that it is hard to find specific fields on a particular work item. What can Alex configure to make it easier to navigate?

Options :

A : Delete fields he doesn't use

B : Pin frequently used fields

C : Use the Request screen to manage work items

D : Hide un-needed fields

Answer: B

Question 3

How does JSM's ability to create different "Request Forms" for users benefit ITSM?

Options :

A : It prevents users from submitting any kind of IT request.

B : It confuses users by giving them too many options.

C : It forces agents to manually enter data from phone calls.

D : It ensures that all necessary information is collected upfront for specific request types.

Answer: D

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