SDI SDI Certifications SD0-101 Questions & Answers

• Question 71:

  What are the SDAs responsibilities in the Incident Management process?

  A. Logging, escalating and closing Incidents

  B. Updating the SKMS with new known errors

  C. Reporting on the Incident performance of resolver groups

  D. Ensuring that Incidents are given the appropriate technical resource

  Correct Answer: A

• Question 72:

  Which of these options best describes the first stage of the Incident Management process?

  A. Ownership, monitoring, tracking and communication

  B. Incident classification and initial support

  C. Incident investigation and diagnosis

  D. Incident detection, reporting and recording

  Correct Answer: D

• Question 73:

  What is the main reason for having an Incident Management process?

  A. To get users back to work within SLAs

  B. To get users back to work within IT priorities

  C. To get users back to work quickly

  D. To get users back to work according to agreed processes

  Correct Answer: C

• Question 74:

  What is the primary purpose for having an effective Incident Management process in place?

  A. It ensures that all calls will be handled in order of receipt

  B. It ensures that all calls from VIPs are given priority treatment

  C. It measures the impact of availability and service quality

  D. It ensures that service is restored as quickly as possible

  Correct Answer: D

• Question 75:

  Which of these options is the best definition of an Incident?

  A. An issue that has been diagnosed and for which a resolution or workaround is known

  B. The underlying cause of one or more issues, the exact nature of which may not yet have been diagnosed

  C. Any unplanned interruption to, or a reduction in the quality of, an IT Service

  D. An issue requiring the support and input of IT support

  Correct Answer: C

• Question 76:

  What is the correct procedure for leaving a voice mail?

  A. Leave your name and tell the user you will call them back in the next hour or so

  B. Leave the date, time and your name, SLA requirements, detailed information regarding the Service Desk process for this type of incident and advise them to do nothing until they hear from you again

  C. Leave your name, date and time, contact number, incident number, the reason for your call and any action required of the user

  D. Leave the user with the message that the service desk tried to call them, give the time and date of the call, advise them that there has been a development with their incident

  Correct Answer: C

• Question 77:

  A call comes into the Service Desk and it is not for an IT issue. What should you do?

  A. Route the call to someone who can help them

  B. Log an Incident

  C. Explain it is not an IT issue and that they need to speak to someone else

  D. Try to resolve their issue

  Correct Answer: A

• Question 78:

  Why is a hot transfer considered to be the best practice for transferring a call?

  A. A cold transfer involves no SDA contact with the caller, whereas a hot transfer involves discussion

  B. A cold transfer involves a call passed to another group without discussion, whereas a hot transfer requires some discussion

  C. A hot transfer is an escalation of a high priority call, whereas a cold transfer is not

  D. A hot transfer requires the user to agree to the call, whereas a cold transfer does not

  Correct Answer: B

• Question 79:

  Your Service Desk has a Standard Operating Procedure for call handling that emphasises the importance of using the callers name during the call. What is a key reason for so doing?

  A. It lets the caller know that the SDA is using a call-logging system

  B. It re-focuses thecallers attention on the call

  C. Itemphasises that the Service Desk knows everyone in the organisation

  D. It creates a feeling of authority and control for the SDA

  Correct Answer: B

• Question 80:

  You are re-branding your Help Desk into a Service Desk. How do you convince an old hand in the team to change their approach and start using a standard greeting? Explain to them that: A. It will demonstrate that the new managementare in control of the group

  B. A standard greeting ensures that userscant control the calls

  C. VIPs will get the same level of service as other users

  D. The reputation of the new group will be enhanced

  Correct Answer: D