ACA-910 sample questions

Question 1

A financial services company experiences a sudden outage where users cannot log into the banking portal. The service desk receives 500 calls in an hour. The IT team restarts the authentication server, which restores access immediately. However, three days later, the exact same outage occurs. Based on ITSM best practices, how should the IT team categorize and handle these events?

```mermaid
flowchart TD
A[User Reports Issue] --> B{Service Restored?}
B -->|Yes| C[Close Incident]
B -->|No| D[Apply Workaround]
D --> C
C --> E{Recurring Issue?}
E -->|Yes| F[Initiate Problem Management]
F --> G[Root Cause Analysis]
```

Accepted Answer

Log individual incidents for the user calls, resolve them via the server restart, and open a separate problem record to investigate the underlying root cause of the recurring authentication failure.

Answer

Log each user call as a separate problem, then merge them into one incident for root cause analysis.

Answer

Escalate the incidents to emergency changes, bypassing problem management since the server restart is a known workaround.

Answer

Treat both outages as a single problem record and avoid creating incident records to prevent database clutter.

Question 2

A healthcare organization needs to apply a critical security patch to its core patient database to prevent an active zero-day exploit. The normal change approval process takes two weeks, which introduces unacceptable risk. Which ITSM change type should be utilized, and what is the appropriate approval mechanism?

Accepted Answer

Emergency Change, approved by the Emergency Change Advisory Board (ECAB).

Answer

Normal Change, expedited through the standard Change Advisory Board (CAB).

Answer

Standard Change, pre-approved by the service desk manager.

Answer

Routine Change, approved automatically via deployment automation.

Question 3

Which of the following scenarios should be classified as a Service Request rather than an Incident?

Accepted Answer

An employee submits a form requesting a license for a new design software.

Answer

A department's shared network drive suddenly becomes inaccessible.

Answer

A user's laptop unexpectedly reboots multiple times a day.

Answer

The company website is loading 50% slower than its normal baseline.

Question 4

A rapidly growing e-commerce company notices that its tier-1 service desk agents spend 60% of their time answering the same questions about VPN configuration. Which ITSM practice is specifically designed to reduce this repetitive incident volume by empowering users to resolve issues themselves?

Accepted Answer

Knowledge Management

Answer

Asset Management

Answer

Problem Management

Answer

Change Management

Free ACA-910 sample questions

Which of the following scenarios should be classified as a Service Request rather than an Incident?

A rapidly growing e-commerce company notices that its tier-1 service desk agents spend 60% of their time answering the same questions about VPN configuration. Which ITSM practice is specifically designed to reduce this repetitive incident volume by empowering users to resolve issues themselves?

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