SDI SD0-101 SDI Exam Practice Test Instant Access

Question 1

Which option is a common form of call monitoring in a Service Desk?

ARemote service continuity observation

BRemote call management observation

CRemote delivery observation

DRemote service observation

Answer : D

Question 2

Your Service Desk has a Standard Operating Procedure for call handling that emphasises the

importance of using the callers name during the call. What is a key reason for so doing?

AIt lets the caller know that the SDA is using a call-logging system

BIt re-focuses the callers attention on the call

CIt emphasises that the Service Desk knows everyone in the organisation

DIt creates a feeling of authority and control for the SDA

Answer : B

Question 3

Which attribute would you expect from good team members?

AThey are nice to everyone

BThey have good timekeeping skills

CThey listen to other peoples point of view

DThey cover up their mistakes

Answer : C

Question 4

You have an irate user on the phone who wishes to escalate his/her Incident to your

Manager but s/he is currently unavailable; which of these techniques would help resolve

the situation?

AGenerally using an informal approach

BMaintaining a consistent and professional approach

CSuggesting that they call back when your manager is available

DUsing language that matches their emotions

Answer : B

Question 5

The relationship between the Service Desk and Technical Support is poor; what action would

you recommend to improve the situation?

AEncourage the sharing of information between the two teams

BEscalate it immediately to management

CLive with it it happens in every organisation

DSuggest the technical support team have some soft-skills training

Answer : A

Question 6

Your have recently been allowed to use Instant Messaging as another form of support for your

user-base. What is the key disadvantage of this method of support?

AIt can become too informal

BIt does not track activity

CIt requires a spellchecker

DIt automatically creates emoticons

Answer : B

Question 7

Your team always tries to follow the Incident Management process correctly. How does this best

benefit both IT and the organisation?

AIt facilitates easier Change Management

BIt creates an effective SKMS

CIt minimises the need for user/Service Desk contact

DIt gets people back to work quickly

Answer : D

SDI Service Desk Analyst Qualification SD0-101 SDI Exam Practice Test