SDI SD0-101 SDI Exam Questions Instant Access

Question 1

You receive a call from an important user whose language is very difficult to understand and the

situation is becoming frustrating and awkward. What do you do?

AKeep trying to work with them to understand their issue

BTry and use some simple humour to lighten the situation and build rapport

CDrop the call and ask a manager to call back

DKeep the user on the line and escalate the call

Answer : D

Question 2

Which activity is part of Change Management?

ATrend Analysis

BApproval and scheduling

CUser acceptance testing

DBusiness analysis

Answer : B

Question 3

A central connecting device that joins communication lines together, often in a star

configuration, is a description of what component of a network?

AThe router (or gateway)

BThe central processor unit (or CPU)

CThe hub (or switch)

DThe cables (or wiring)

Answer : C

Question 4

Consider your responsibilities as an SDA: which of these options best describes one of

your principal responsibilities?

ATo provide easily understood and accurate answers to users questions

BTo provide technically detailed answers to users questions

CTo provide users with information about the workings of the Service Desk

DTo provide recommendations about technical courses to users

Answer : A

Question 5

Matching the users communication style is important because

AIt increases comprehension, understanding and customer satisfaction levels

BIt increases comprehension, understanding and reduces call volumes

CIt increases comprehension, understanding and reduces call duration

DIt increases comprehension, understanding and first contact resolution

Answer : A

Question 6

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 7

What should an SDA reasonably expect of users when they contact the service desk for

assistance?

ATo provide valuable information regarding their opinion of the Service Desk

BTo provide valuable information regarding their view of the SLA

CTo provide an opportunity to receive feedback regarding their technical ability

DTo provide the relevant information needed to resolve their incident

Answer : D

SDI Service Desk Analyst Qualification SD0-101 SDI Exam Questions