SDI SD0-101 SDI Exam Questions Instant Access

Question 1

Which option defines a skill required for effective problem solving?

AUnderstanding the customer as a human being

BKnowing when to take responsibility

CActing on intuition or impulse

DIdentifying known errors for the Service Knowledge Management System

Answer : B

Question 2

You have been on a call with a user for five minutes and you sense they are getting frustrated;

what is the most likely reason for this?

AYou are attempting to resolve their issue using remote support

BYou are interrogating the Service Knowledge Management System for a known solution

CThe Incident was originally logged by a colleague and you are following the call script to
ensure no information had been missed

DYou have put them on hold briefly whilst you consult a colleague

Answer : C

Question 3

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 4

You receive a call from a user asking for assistance with a piece of software which is not listed

in the Service Desk manual as a supported technology. What is the best approach you should

take in this situation?

AExplain that it is not recognised as a supported piece of software and provide an alternative
support option

BSuggest they uninstall it before anyone else realises they have it

CTell the user they should not be using that software and that you need to advise the IT
manager

DRefer them immediately to the SLA which defines what products are supported

Answer : A

Question 5

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

Question 6

If you demonstrate confidence in your work as an SDA, what will be the benefit?

AYou will not need to refer to procedures

BOther SDAs will always defer to you

CYou will be able to control your calls effectively

DYour manager will agree with your decisions

Answer : C

Question 7

Which of these options is NOT a recognised technique for managing stress?

AParticipation in charity or fund-raising activities

BUndertaking physical exercise

CParticipation in a reward and recognition scheme

DUsing breathing techniques

Answer : C

SDI Service Desk Analyst Qualification SD0-101 SDI Exam Questions