ACP ACP Atlassian Professional Jira Service Management 3

Question 1

In ITSM terminology used by Jira Service Management, what is an 'Incident'?

Accepted Answer

An unplanned interruption or degradation of a service that needs immediate restoration

Answer

An Incident is an unplanned event that causes a service outage or quality degradation; Jira Service Management's Incident Management feature provides on-call alerting and escalation tools to restore service quickly.

Question 2

What is the purpose of a 'Post-Incident Review' (PIR) in Jira Service Management?

Accepted Answer

To document the root cause, timeline, and preventive actions following a resolved incident

Answer

A Post-Incident Review (also called a Post-Mortem) captures what happened, why it happened, and what changes will prevent recurrence, creating institutional learning from outages.

Question 3

In Jira Service Management, what is a 'Change Request' and why does it require special handling?

Accepted Answer

A formal request to modify infrastructure or software that must be assessed for risk and impact before approval

Answer

A Change Request in ITSM is a controlled proposal to alter a service or system; Jira Service Management provides change workflows with risk assessment, CAB approval steps, and audit trails to minimize unintended disruptions.

Question 4

What is the 'Change Advisory Board' (CAB) in the context of Jira Service Management change management?

Accepted Answer

A group of stakeholders who review and approve change requests before implementation

Answer

The CAB is a cross-functional group—typically including IT, security, and business representatives—whose approval is required for significant changes, and Jira Service Management models this via multi-approver workflow steps.

Question 5

Which Jira Service Management report shows the volume of requests created and resolved over a time period?

Accepted Answer

Created vs Resolved report

Answer

The Created vs Resolved report in Jira Service Management charts incoming request volume against resolved volume over time, helping teams identify backlog growth or throughput trends.

(ACP) Atlassian Certified Professional Practice Test

(ACP) Atlassian Certified Professional Practice Test

ACP ACP Atlassian Professional Jira Service Management 3