SDI SDI Certifications SD0-101 Questions & Answers

• Question 131:

  You receive a call from an important user whose language is very difficult to understand and the situation is becoming frustrating and awkward. What do you do?

  A. Keep trying to work with them to understand their issue

  B. Try and use some simplehumour to lighten the situation and build rapport

  C. Drop the call and ask a manager to call back

  D. Keep the user on the line and escalate the call

  Correct Answer: D

• Question 132:

  You are handling users Incidents or Service Requests - the impact of a language barrier can mean

  A. A higher volume of Incidents and Service Requests are logged

  B. The Priorities of Incidents and Service Requests are higher due to increased escalations

  C. Customer satisfaction is higher due to the length of time spent on the calls

  D. There is confusion about the details of the users Incident or Service Request

  Correct Answer: D

• Question 133:

  What might your Service Desk do to build a good a relationship with its users?

  A. Produce detailed SLA reports

  B. Regularly hit 99.6% system availability

  C. Deliver consistent service levels

  D. Maintain a formal distance from users

  Correct Answer: C

• Question 134:

  Your organisation is a global one and you support users in different parts of the world. Which statement best describes how you should interact with these users?

  A. You should reinforce your values and approaches when dealing with other cultures

  B. You should understand the perspective of others andrecognise your reactions to differentcultures

  C. You should provide regular examples that demonstrate how different your cultures are

  D. You should reassign any calls you receive from other regions to other team members

  Correct Answer: B

• Question 135:

  The relationship between the Service Desk and Technical Support is poor; what action would you recommend to improve the situation?

  A. Encourage the sharing of information between the two teams

  B. Escalate it immediately to management

  C. Live with itit happens in every organisation

  D. Suggest the technical support team have some soft-skills training

  Correct Answer: A

• Question 136:

  Your manager has emphasised the importance of establishing effective working relationships with other teams in the organisation. Of these options, which is the most important activity you should undertake to enable this to happen?

  A. Learn about andrecognise the roles and responsibilities of other teams

  B. Ensure that your team is seen by users as their champion

  C. Treat everyone according to their importance in theorganisation

  D. Make certain that the IT director is aware of inter-team communication issues

  Correct Answer: A

• Question 137:

  Which option is NOT a characteristic of a successful team?

  A. Trust is encouraged amongst team members

  B. Support from senior management is received

  C. League tables are published

  D. Participation in the decision-making process is encouraged

  Correct Answer: C

• Question 138:

  How would you characterise a failing team?

  A. It is managed without SLAs

  B. Its members are very touchy feely

  C. Its members demonstrate low morale

  D. It is solelyfocussed on business objectives

  Correct Answer: C

• Question 139:

  Which attribute would you expect from good team members?

  A. They are nice to everyone

  B. They have good timekeeping skills

  C. They listen to otherpeoples point of view

  D. They cover up their mistakes

  Correct Answer: C

• Question 140:

  Which of these options best describes a benefit of good teamwork?

  A. There is always someone else to pick up any work you fail to do

  B. There is commitment to team decisions

  C. There is a specialist for each product or service

  D. There is less need for person-to-person communication

  Correct Answer: B