Which option can you identify as NOT being a common cause of stress?
A. Unrealistic work schedules
B. Insufficient rest time
C. A hectic social life
D. Problem Management
One of your colleagues has recently become unable to focus on any issue for more than a few moments. What is this often an indicator of?
A. Positive stress
B. That s/he is going for a promotion
C. Influence stress
D. Negative stress
Which of these options is the best overall definition of stress?
A. The natural reaction of an individual to extreme workloads
B. Anindividuals reaction to unreasonable managerial demands
C. The natural reaction of an individual to ausers excessive service demands
D. Anindividuals natural reaction to change which may have both a positive and a negativeimpact
Under what circumstance would it be acceptable to ask a user a series of closed questions?
A. When you are initially trying to establish the root cause of a users Incident
B. When the user is giving a long winded and very detailed description of their issue
C. When you are taking the details of a new Service Request
D. When you are carrying out a quality review of a resolved Incident
A user has called and is clearly in a state of some distress due to their IT issue; how should you deal with this situation?
A. Revert to formal communication in order to avoid emotional language
B. Empathise with the user by using appropriate informal communication
C. Politely advise the user to act professionally
D. Send them an email with an appropriate emoticon to reflect their mood
You receive a call from a user who feels they have been let down by the IT department and although they are not yet angry, they clearly feel disappointed. What should you do to rectify this situation?
A. Providean reason for everything that has happened
B. Explain that it was the infrastructureteams error that you will correct
C. Ensure the user knows you are going to sort it out for them
D. Escalate the call to your manager immediately
You are on a call which is degenerating into a tirade of abuse from the caller; how do you react and deal with this?
A. Politely warn the user that they are in the wrong and should calm down
B. Strongly inform the user that you will not stand for abuse in the workplace
C. Strongly warn the user that you will not resolve their issue if they continue to be abusive
D. Politely warn the user that you will hang up or transfer the call if they continue to be abusive
You have been on a call with a user for five minutes and you sense they are getting frustrated; what is the most likely reason for this?
A. You are attempting to resolve their issue using remote support
B. You are interrogating the Service Knowledge Management System for a known solution
C. The Incident was originally logged by a colleague and you are following the call script to ensure no information had been missed
D. You have put them on hold briefly whilst you consult a colleague
You receive a call from a user asking for assistance with a piece of software which is not listed in the Service Desk manual as a supported technology. What is the best approach you should take in this situation?
A. Explain that it is notrecognised as a supported piece of software and provide an alternative support option
B. Suggest they uninstall it before anyone elserealises they have it
C. Tell the user they should not be using that software and that you need to advise the IT manager
D. Refer them immediately to the SLA which defines what products are supported
Which of these options best describes the requirements for successful negotiation?
A. Set objective criteria to measureresults, determine the underlying need and be prepared to compromise
B. Acknowledge the benefit of the otherpersons ideas before enforcing your own
C. Recognise different personality types, emotions and motivations of participants and capitalise on their weaknesses
D. Get as many of the involved parties to agree to your ideas prior to any meeting
Nowadays, the certification exams become more and more important and required by more and more enterprises when applying for a job. But how to prepare for the exam effectively? How to prepare for the exam in a short time with less efforts? How to get a ideal result and how to find the most reliable resources? Here on Vcedump.com, you will find all the answers. Vcedump.com provide not only SDI exam questions, answers and explanations but also complete assistance on your exam preparation and certification application. If you are confused on your SD0-101 exam preparations and SDI certification application, do not hesitate to visit our Vcedump.com to find your solutions here.