SDI SDI Certifications SD0-101 Questions & Answers

• Question 31:

  Which option is a common form of call monitoring in a Service Desk?

  A. Remote service continuity observation

  B. Remote call management observation

  C. Remote delivery observation

  D. Remote service observation

  Correct Answer: D

• Question 32:

  Which of these options is a primary objective of customer satisfaction surveys?

  A. To benchmark and trend customer satisfaction

  B. To make users feel important

  C. To assist in developing new products and services based upon technical requirements

  D. To improve management processes and reporting

  Correct Answer: A

• Question 33:

  What is the difference between ongoing and periodic customer satisfaction surveys?

  A. Ongoing surveys are carried out on every call whilst periodic surveys are run monthly

  B. Ongoing surveys are carried out over an extended time whilst periodic surveys are limited to specific events

  C. Ongoing surveys are carried out after Incidents whilst periodic surveys are run on a regular or annual basis

  D. Ongoing surveys are carried out for general information whilst periodic surveys aim to get more specific Incident-based data

  Correct Answer: C

• Question 34:

  Which of these options is a standard Quality Assurance practice found in a Service Desk?

  A. Problem monitoring and review

  B. SLA metric reporting

  C. Change advisory boards

  D. Call and Incident monitoring

  Correct Answer: D

• Question 35:

  Which process is responsible for ensuring a product, service or process is fit for purpose andthat it continues to provide its intended value?

  A. Change Management

  B. Security Management

  C. Quality Assurance

  D. Service Level Management

  Correct Answer: C

• Question 36:

  Which of these options best describes IT Service Continuity Management?

  A. Taking risks to ensure that service is delivered at all cost

  B. Managing risksto avoid disasters

  C. Planning to provide minimum services after a disaster

  D. Managing disasters with minimum costs

  Correct Answer: C

• Question 37:

  Which option best describes a key component of an effective IT Service Continuity Management plan?

  A. How to manage multiple points of concern

  B. InformationTechnologys decisions concerning which users are most important

  C. Single point of failure identification and elimination

  D. Identification of possible venues for the Service Desk

  Correct Answer: C

• Question 38:

  Which of the options best describes why confidentiality is important?

  A. It protects the Service Desk Analyst from any embarrassment

  B. It protects the user and company from cold calling

  C. It protects the user and company from information abuse

  D. It protects identity information

  Correct Answer: C

• Question 39:

  Legal compliance has been stressed by your security manager as a requirement for the entire organisation. Which of these options is the best example of how legal compliance assists an organization to work securely?

  A. It creates a feeling of security for new starters

  B. It helps to keep the assets of theorganisation safe

  C. It protects the moral integrity of the team

  D. It alleviates the need for CCTV in the office environment

  Correct Answer: B

• Question 40:

  Which process is responsible for the protection of user names and personal data?

  A. Incident Management

  B. Security Management

  C. Human Resource Management

  D. Quality Assurance

  Correct Answer: B