SDI SD0-101 SDI Exam Questions Instant Access

Question 1

What is the most important thing to remember when writing an email?

AUse emoticons to individualise your emails

BUse abbreviations to ensure a speedy response

CReview your email if you have time

DUse a clear, concise style of writing

Answer : D

Question 2

Which option is a benefit of using Knowledge Management in a Service Desk?

AThis ensures that all staff will log Incidents uniformly

BIt removes the need for training of Service Desk staff

CIt reduces the Incident talk time for users

DIt reduces the overall cost of support

Answer : D

Question 3

Your manager has told you that the Service Desk team must provide excellent customer service at all times. As an SDA, what is the most important thing you must do to ensure that this happens?

AAlways show plenty of sympathy to the users

BAlways follow the procedures you understand best

CAlways reprimand colleagues who fail to deliver service excellence

DAlways listen to what users tell you

Answer : D

Question 4

You are on a call which is degenerating into a tirade of abuse from the caller; how do you react

and deal with this?

APolitely warn the user that they are in the wrong and should calm down

BStrongly inform the user that you will not stand for abuse in the workplace

CStrongly warn the user that you will not resolve their issue if they continue to be abusive

DPolitely warn the user that you will hang up or transfer the call if they continue to be abusive

Answer : D

Question 5

What is the best way for an SDA to enhance the image of the Service Desk?

ADress to reflect your professionalism

BEnsure users are aware that the Service Desk is the key component in IT

CProvide accurate information to users without denigrating other teams

DAdvise users of resolutions via the weekly Service Desk email

Answer : C

Question 6

Which option is the best example of an open question?

AWhere is the key?

BPlease tell me about the situation?

CPlease tell me the serial number?

DWhich floor is your office on?

Answer : B

Question 7

Your department has recently set up new SLAs with users; which of these options would you

expect to find in the document?

ALists of applications and hardware supported in the agreement

BDetails of how to resolve issues and conflict relating to the agreement

CNames of specific individuals who are responsible for each IT technical area

DDetails of the Incident Management process

Answer : B

SDI Service Desk Analyst Qualification SD0-101 SDI Exam Questions