SDI SDI Certifications SD0-101 Questions & Answers

• Question 61:

  Which option would you NOT expect to find documented in a Service Catalogue?

  A. Details of escalation points

  B. Definitions of 1st, 2nd and 3rd level support responsibilities

  C. Details of the systems supported

  D. Links to appropriate support documentation

  Correct Answer: C

• Question 62:

  Which of these is NOT a valid option for sourcing?

  A. Near-shoring

  B. Internal-outsourcing

  C. Right-sourcing

  D. Cross-sourcing

  Correct Answer: D

• Question 63:

  What is the purpose of the Request Fulfilment process?

  A. It provides comprehensive feedback to users on the top-ten requests

  B. It looks after all Service Requests from start to finish

  C. It provides resolution for the most regular demands of users

  D. It listens to and supplies all the users requirements

  Correct Answer: B

• Question 64:

  Which of these options would typically be classified as a Service Request?

  A. A request for a new server

  B. A request to set up a new user

  C. A request for enhancements to an in-house application

  D. A request for a non-standard hardware item

  Correct Answer: B

• Question 65:

  Which option best describes an appropriate action for Incident closure?

  A. Ensuring that the SLA has been met

  B. Confirming the root cause and the changes required

  C. Updating the Incident log as required

  D. Sending the user a detailed audit trail of the Incident

  Correct Answer: C

• Question 66:

  Which of these options best describes how the Priority of an Incident is determined?

  A. A combination of urgency and business impact as defined within the SLA

  B. A combination of urgency and business impact as defined by the users immediate needs

  C. A combination of urgency and business impact ascertained by the SDA at the point of logging

  D. A combination of urgency and business impact and the availability of IT resources

  Correct Answer: A

• Question 67:

  When you log a user support call what information must you be sure to capture?

  A. Theusers expectation of the SLA

  B. The Service Desks current workload

  C. The last date the user contacted the Service Desk

  D. The way the user describes the Incident

  Correct Answer: D

• Question 68:

  Which of these options is NOT part of the Incident logging process?

  A. User identification and verification

  B. Incidentprioritisation and classification

  C. Resolver group escalation

  D. Call recording

  Correct Answer: D

• Question 69:

  Your team always tries to follow the Incident Management process correctly. How does this best benefit both IT and the organisation?

  A. It facilitates easier Change Management

  B. It creates an effective SKMS

  C. Itminimises the need for user/Service Desk contact

  D. It gets people back to work quickly

  Correct Answer: D

• Question 70:

  Which of these options best describes primary reasons for Service Desks logging all user issues?

  A. To provide an audit trail of user interactions and influence ongoing process improvement

  B. To provide data to perform root cause analysis andincentivise SDA performance

  C. To provide data to measure customer satisfaction and for other teams to use

  D. To document the workload of the Service Desk and create a competitive environment

  Correct Answer: A