SDI SDI Certifications SD0-101 Questions & Answers

• Question 51:

  Which of these options forms part of the Problem Management process?

  A. A CAB meeting

  B. Trend analysis

  C. A Major Incident review

  D. Functional Escalation

  Correct Answer: B

• Question 52:

  What is the best definition of a Problem?

  A. A cause of one or more Incidents

  B. Another word for an Incident

  C. A Major Incident

  D. Something that causes management concern

  Correct Answer: A

• Question 53:

  Which of these statements about Problem Management is INCORRECT?

  A. The Service Desk is not responsible for Problem Management but may be required to work with technical teams to diagnose Problems

  B. The Service Desk is not responsible for Problem Management but manages Major Incident reviews

  C. The Service Desk is not responsible for Problem Management but contributes by identifying recurring Incidents

  D. The Service Desk is not responsible for Problem Management but uses known errors to aid fast resolution

  Correct Answer: B

• Question 54:

  An Incident assigned to you requires a number of diagnostic procedures to be carried out over an extended period of time; when should you provide the user with a status update?

  A. When any new information becomes available

  B. Every hour, regardless of status

  C. At appropriate intervals as agreed with the user

  D. As soon as a final diagnosis has been made

  Correct Answer: C

• Question 55:

  Which of these options best describes Problem Management?

  A. A process to avoid Incidents being logged

  B. A process to reduce the impact of preventable Incidents

  C. A process to increase the capability of Incident Management

  D. A process to prevent Incidents from occurring

  Correct Answer: D

• Question 56:

  Your manager regularly reminds the team of the importance of following the status update process.Why is this process considered to be so important?

  A. It reduces negative feedback from the IT director

  B. It encourages users to call the Service Desk on a regular basis

  C. It demonstrates to users that they are valued

  D. It helps increase the Service Desks call volume

  Correct Answer: C

• Question 57:

  Informing or involving more senior levels of management to assist in an Escalation is a definition of what?

  A. Hierarchic Escalation

  B. Functional Escalation

  C. Major Incident Process

  D. Service Level Management

  Correct Answer: A

• Question 58:

  When is it necessary to escalate Incidents to other groups?

  A. When the support model indicates that the Incident should be assigned elsewhere

  B. When the user asks to speak to a specific technician

  C. When the Incident has been open for longer than five minutes

  D. When the SDAprioritises the Incident as high

  Correct Answer: A

• Question 59:

  Your department has recently set up new SLAs with users; which of these options would you expect to find in the document?

  A. Lists of applications and hardware supported in the agreement

  B. Details of how to resolve issues and conflict relating to the agreement

  C. Names of specific individuals who are responsible for each IT technical area

  D. Details of the Incident Management process

  Correct Answer: B

• Question 60:

  Typically, between which two parties would an Underpinning Contract be in place?

  A. The Service Desk manager and an external supplier

  B. The Service Desk and a technical resolver group

  C. The IT organisation and a business department

  D. The IT organisation and an external supplier

  Correct Answer: D