SDI SDI Certifications SD0-101 Questions & Answers

• Question 21:

  Your have recently been allowed to use Instant Messaging as another form of support for your user-base. What is the key disadvantage of this method of support?

  A. It can become too informal

  B. It does not track activity

  C. It requires a spellchecker

  D. It automatically creates emoticons

  Correct Answer: B

• Question 22:

  Which option best describes examples of information contained in a Service Catalogue?

  A. The support model and components for each service and the SLAs in place

  B. The service definition, users and customers of the services plus any related knowledge solutions

  C. The service definition, the SLA in place and Incident records

  D. The support model, components and service management reports

  Correct Answer: A

• Question 23:

  Which of these options is an advantage of remote support?

  A. SDA dependence on remote support

  B. Incident visibility

  C. Users do not need to be involved

  D. Silent time

  Correct Answer: B

• Question 24:

  Why might a Service Desk use Instant Messaging?

  A. To facilitate an immediate response from users

  B. To deliver a high first contact resolution rate to users

  C. To help users with simple issues thatdont need to be logged

  D. To remove the need to speak directly to users

  Correct Answer: A

• Question 25:

  Which is NOT a standard method of support from a Service Desk?

  A. Desk-side support

  B. Remote Control

  C. Instant Messaging

  D. Super-users

  Correct Answer: D

• Question 26:

  What is a key advantage for both you and a user when you resolve his/her Incident using remote support?

  A. The userdoesnt need to get involved in the resolution

  B. Theusers lack of technical skill is less obvious

  C. The SDA can showcase his/her technical abilities

  D. The SDA can provide real-time training to the user

  Correct Answer: D

• Question 27:

  Which of these options is NOT a common technology used by the Service Desk?

  A. Automated Call Distribution (ACD)

  B. Instant Messaging (IM)

  C. Application sizing software

  D. Self-help systems

  Correct Answer: C

• Question 28:

  What is a typical Service Desk situation that would result in frustrated users and low levels of customer satisfaction?

  A. Users experience faster than expected responses to their support calls

  B. Users experience longer waits than expected before their support calls are answered

  C. Users experience the routing of calls direct to specialists

  D. A recent implementation of new HR policies concerning complaints

  Correct Answer: B

• Question 29:

  What is the impact of a high abandon rate in a Service Desk?

  A. Low levels of training of Service Desk staff

  B. Low Incident resolution rates

  C. Low levels of customer satisfaction

  D. Low levels of technical capability on the Service Desk

  Correct Answer: C

• Question 30:

  Which statement best describes methods by which customer satisfaction surveys are distributed?

  A. By informal chats, during appraisals and at the annual company meeting

  B. At management meetings, teambuilding events and team meetings

  C. By email, by telephone and at face-to-face interviews

  D. At department meetings, by anonymous mail-drops and by courier

  Correct Answer: C