SDI SD0-101 SDI Exam Practice Test Instant Access

Question 1

Your Service Desk has a Standard Operating Procedure for telephone call handling. Which of

these options would NOT be included in that procedure?

AUsing a personalised greeting

BAsking the right questions to elicit information

CListening to what the caller is telling you

DShowing empathy for the user if appropriate

Answer : A

Question 2

Which of these options can be described as controlling tasks that are measurable, definable and

repeatable?

ACompany Practices

BProcess Management

CITIL Processes

DService Management

Answer : B

Question 3

Which of these options will demonstrate your confidence in your ability to handle a support call?

AExplaining that you are new to the role

BPromptly escalating challenging calls to 2nd line

CSpeaking in a positive tone and style

DDeveloping good relationships with second-line support

Answer : C

Question 4

Which option is NOT a characteristic of a successful team?

ATrust is encouraged amongst team members

BSupport from senior management is received

CLeague tables are published

DParticipation in the decision-making process is encouraged

Answer : C

Question 5

Under what circumstance would it be acceptable to ask a user a series of closed questions?

AWhen you are initially trying to establish the root cause of a users Incident

BWhen the user is giving a long winded and very detailed description of their issue

CWhen you are taking the details of a new Service Request

DWhen you are carrying out a quality review of a resolved Incident

Answer : B

Question 6

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 7

What is the main reason for having an Incident Management process?

ATo get users back to work within SLAs

BTo get users back to work within IT priorities

CTo get users back to work quickly

DTo get users back to work according to agreed processes

Answer : C

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