SDI SDI Certifications SD0-101 Questions & Answers

• Question 151:

  Your organisation documents company policies to which it expects all employees to adhere. What is the most important reason for SDAs to ensure they work within these policies?

  A. Company policies support consistentbehaviour

  B. Company policiesemphasise deviations from acceptable behaviour

  C. Company policies meet theirmanagers criteria for success

  D. Company policies support creative approaches for SDA activities

  Correct Answer: A

• Question 152:

  What should an SDA reasonably expect of users when they contact the service desk for assistance?

  A. To provide valuable information regarding their opinion of the Service Desk

  B. To provide valuable information regarding their view of the SLA

  C. To provide an opportunity to receive feedback regarding their technical ability

  D. To provide the relevant information needed to resolve their incident

  Correct Answer: D

• Question 153:

  Which of the options best describes a key responsibility of a Service Desk Manager?

  A. To deliver ad-hoc levels of service quality from the Service Desk

  B. To promote the Service Desk to theorganisation and users

  C. To manage Incidents and Major Incidents

  D. To develop and manage the Problem Management team

  Correct Answer: B

• Question 154:

  A primary responsibility of the Service Desk is to

  A. Manage Major Incidents

  B. Act as the resolver for all users Incidents and Service Requests

  C. Resolve Problems

  D. Acknowledge and record all Incidents and Service Requests

  Correct Answer: D

• Question 155:

  Which these options would NOT be a responsibility of the Service Desk?

  A. Representing the ITorganisation

  B. Delivering first time fixes

  C. Operating as a communications channel

  D. Providing a reliable IT infrastructure

  Correct Answer: D

• Question 156:

  Consider your responsibilities as an SDA: which of these options best describes one of yourprincipal responsibilities?

  A. To provide easily understood and accurate answers to users questions

  B. To provide technically detailed answers tousers questions

  C. To provide users with information about the workings of the Service Desk

  D. To provide recommendations about technical courses to users

  Correct Answer: A

• Question 157:

  Which option is a benefit of using Knowledge Management in a Service Desk?

  A. This ensures that all staff will log Incidents uniformly

  B. It removes the need for training of Service Desk staff

  C. It reduces the Incident talk time for users

  D. It reduces the overall cost of support

  Correct Answer: D

• Question 158:

  In order to measure its efficiency, a Service Desk routinely measures First Contact Resolution performance; what else might this data be used for?

  A. To measure the effectiveness of the escalation procedure

  B. To indicate levels of customer satisfaction

  C. To measure how long users wait to speak to an SDA

  D. To evaluate and adjust staffing levels

  Correct Answer: B

• Question 159:

  Which option best describes one of the roles of an SDA?

  A. Managingusers expectations

  B. Delivering problem support

  C. Negotiating SLAs with customers

  D. Achieving reporting targets

  Correct Answer: A

• Question 160:

  Your organisation has recently implemented SLAs and OLAs. A new starter on your team has confided in you that they dont really understand what an OLA is; how would youexplain it to him/her?

  A. It is a legally enforceable contract between a user and a supplier to ensure usersatisfaction with services offered

  B. It is an ad-hoc arrangement between internal support teams that is helpful to the support of a contract

  C. It is an agreement between internal support teams that defines the support necessary to meetdelivery of IT Services

  D. It is a methodology used to measure compliance to standards ofbehaviour

  Correct Answer: C