SDI SD0-401 SDI Exam Practice Test Instant Access

Question 1

What is a best practice for dealing with stress?

AKeep your frustration hidden.

BStay home from work.

CTake deep breaths.

DTake your frustration out on your partner.

Answer : C

Question 2

What is the best reason for providing status updates to your customers?

AProviding status updates demonstrates sympathy for the customer.

BProviding status updates ensures that you control the call.

CProviding status updates is required by the SLA.

DProviding status updates reduces the number of inbound calls.

Answer : D

Question 3

What is the best reason for honouring commitments made to customers?

AHonouring commitments demonstrates an understanding of legal requirements.

BHonouring commitments increases the credibility of the Service Desk.

CHonouring commitments keeps you out of trouble.

DHonouring commitments reduces employee creativity.

Answer : B

Question 4

What statement best describes the purpose of Incident management?

AThe purpose of Incident management is to ensure that all calls are logged.

BThe purpose of Incident management is to manage the customer expectation.

CThe purpose of Incident management is to manage the service level agreement.

DThe purpose of Incident management is to restore normal service as quickly as possible.

Answer : D

Question 5

Which best describes your responsibility in supporting customers?

ADecide which calls are correctly processed by level 2 support.

BEnsure that analysts close all calls.

CScreen calls that are received by the Service Desk.

DWork to achieve priorities set by customers.

Answer : C

Question 6

What is the best description of Incident management?

AIncident management ensure that products work properly before they are implemented.

BIncident management is the responsibility of a supervisor or manager.

CIncident management prioritises tasks so that the easiest tasks are finished first.

DIncident management minimises the impact on the availability of service or product.

Answer : D

Question 7

What is a best practice for helping an emotional caller?

AAsk the customer to talk about their personal problems.

BHelp the customer focus on the Incident and resolution.

CMaintain a professional approach according to the SLA.

DMove the conversation carefully on to general issues within the company.

Answer : B

SDI SD0-401 Service Desk Foundation Qualification SDI Exam Practice Test