SDI SD0-101 SDI Exam Practice Test Instant Access

Question 1

Which of these options best describes examples of self-service technology?

AFAQs, external knowledge packs, and IVR-based systems

BTraining courses, procedures and an on-line Service Knowledge Management System

CWeb-based self-help systems, Incident data and FAQs

DForms, procedures, help systems and on-line tutorials

Answer : D

Question 2

What is the difference between a desktop system and a server?

AA server is used only for emails, a desktop system can be used by many people

BA desktop system is a single user system, a server is used by many users

CA server has a short life-expectancy, a desktop system has a long life-expectancy

DA desktop system is a two-person workstation, a server is for one person only

Answer : B

Question 3

What is a VPN?

AA public virtual network for safe multi-user access

BA private virtual network for safe remote user access

CA public network for safe network access for users

DA private network for individual virtual users

Answer : B

Question 4

Which of these options best describes a router?

AA device that connects sub-networks together

BA device that connects one or more hubs

CA device that connects one or more networks

DA device that connects one or more network switches

Answer : A

Question 5

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 6

What is a typical Service Desk situation that would result in frustrated users and low levels of

customer satisfaction?

AUsers experience faster than expected responses to their support calls

BUsers experience longer waits than expected before their support calls are answered

CUsers experience the routing of calls direct to specialists

DA recent implementation of new HR policies concerning complaints

Answer : B

Question 7

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

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