SDI SD0-101 SDI Exam Practice Test Instant Access

Question 1

Your organisation is actively promoting the use of self-service technology. What is a

disadvantage of this support option?

AUsers and SDAs feel that the service now offered has become impersonal

BSDAs and users feel that the service now offered is haphazard

CThe delivery of service now offered uses state-of-the-art technology

DThe service now offered is too simplistic

Answer : A

Question 2

What is the impact of a high abandon rate in a Service Desk?

ALow levels of training of Service Desk staff

BLow Incident resolution rates

CLow levels of customer satisfaction

DLow levels of technical capability on the Service Desk

Answer : C

Question 3

Which statement best describes methods by which customer satisfaction surveys are distributed?

ABy informal chats, during appraisals and at the annual company meeting

BAt management meetings, teambuilding events and team meetings

CBy email, by telephone and at face-to-face interviews

DAt department meetings, by anonymous mail-drops and by courier

Answer : C

Question 4

What is the difference between ongoing and periodic customer satisfaction surveys?

AOngoing surveys are carried out on every call whilst periodic surveys are run monthly

BOngoing surveys are carried out over an extended time whilst periodic surveys are limited to
specific events

COngoing surveys are carried out after Incidents whilst periodic surveys are run on a regular or
annual basis

DOngoing surveys are carried out for general information whilst periodic surveys aim to get
more specific Incident-based data

Answer : C

Question 5

Which of these options is a primary objective of customer satisfaction surveys?

ATo benchmark and trend customer satisfaction

BTo make users feel important

CTo assist in developing new products and services based upon technical requirements

DTo improve management processes and reporting

Answer : A

Question 6

Which process is responsible for ensuring a product, service or process is fit for purpose

and that it continues to provide its intended value?

AChange Management

BSecurity Management

CQuality Assurance

DService Level Management

Answer : C

Question 7

Which option best describes a key component of an effective IT Service Continuity Management

plan?

AHow to manage multiple points of concern

BInformation Technologys decisions concerning which users are most important

CSingle point of failure identification and elimination

DIdentification of possible venues for the Service Desk

Answer : C

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