SDI SDI Certifications SD0-101 Questions & Answers

• Question 141:

  Which of these options is a characteristic of a successfully performing team?

  A. Attendance at team social events is mandatory.

  B. The team leader closely manages everyone equally

  C. A team member will do anything to be the best

  D. Everyone actively listens to each other

  Correct Answer: D

• Question 142:

  We should maintain a positive service attitude at all times; which option is the best reason for doing so?

  A. A good service attitude will improve SLA performance

  B. Users will see the Service Desk as cheerful happy people

  C. It will help to build confidence in the service

  D. A bad attitude means that SLAswont be met

  Correct Answer: C

• Question 143:

  What is the best way for an SDA to enhance the image of the Service Desk?

  A. Dress to reflect your professionalism

  B. Ensure users are aware that the Service Desk is the key component in IT

  C. Provide accurate information to users without denigrating other teams

  D. Advise users of resolutions via the weekly Service Desk email

  Correct Answer: C

• Question 144:

  A list of desirable attributes included in a job description for a Service Desk Analyst should include ...

  A. Seeing a users Incident or Service Request through to resolution, conveying a willingness to help and being nice to senior management

  B. Conveying a willingness to help,focussing on business needs and providing users with the best possible service

  C. Taking ownership of users Problems, maintaining a positive attitude and focusing your attention on the user

  D. Focussing on business needs, providing users with best possible service with an ability to answer a high volume of calls

  Correct Answer: B

• Question 145:

  Why is it important to keep to your commitments to your team members?

  A. It will help to ensure that bonuses are paid

  B. My colleagues will admire my achievements

  C. It improves the morale of the Service Desk

  D. Management will notcriticise my behaviour

  Correct Answer: C

• Question 146:

  What is the best reason for an SDA to follow documented processes and procedures?

  A. It ensures that all customers perform consistently

  B. It ensures that the SDA performs consistently

  C. It ensures that customers consistently provide positive feedback

  D. It ensures that the manager is protected from irate users

  Correct Answer: B

• Question 147:

  Which of these options best describes personal accountability?

  A. Delivering excellent levels of service quality

  B. Admitting to errors

  C. Taking ownership of your teams Incidents and Service Requests

  D. Behaving and dressing in a distinctive manner

  Correct Answer: B

• Question 148:

  A new trainee is being inducted into the Service Desk and s/he questions why there are procedures and the need for documentation. What should you tell him/her to justify the need for consistent procedures and processes?

  A. Clear procedures mean that everything is done uniformly to eliminate errors

  B. Clear procedures mean that customers receive consistent service

  C. SLAs and procedures ensure that staff will not becriticised if targets are not met

  D. Consistent procedures mean that SLAs and OLAs will always be met

  Correct Answer: B

• Question 149:

  Where would you find clear definitions of boundaries and procedures for dealing with inappropriate behaviour?

  A. Company policy documents

  B. Incident Management documents

  C. Service Desk procedure documents

  D. Service Level Agreement documents

  Correct Answer: A

• Question 150:

  If you are asked to name a Service Desk best practice, which option would be relevant?

  A. SAP

  B. KCS

  C. Problem Management

  D. itSMF

  Correct Answer: B