It is your first day answering calls on the Service Desk; what is the best way to greet users when answering the phone to give them the confidence that you know what you are doing?
A. State your name, the company name and ask how you may help
B. State your name, the company name and ask for the users details, explaining that you are new
C. State your name and company,apologise for your lack of experience and then ask for the users details
D. State your name and ask how you may help
Which of these options can be described as controlling tasks that are measurable, definable and repeatable?
A. Company Practices
B. Process Management
C. ITIL Processes
D. Service Management
What is the value in following documented Service Desk procedures?
A. It helps to provide a fast turnaround for Incidents
B. It delivers a metric-focussed service
C. It reduces the cost of the IT infrastructure by 30%
D. It protects management from staff errors
Your Service Desk has a Standard Operating Procedure for telephone call handling. Which of these options would NOT be included in that procedure?
A. Using apersonalised greeting
B. Asking the right questions to elicit information
C. Listening to what the caller is telling you
D. Showing empathy for the user if appropriate
Which of these options will demonstrate your confidence in your ability to handle a support call?
A. Explaining that you are new to the role
B. Promptly escalating challenging calls to 2nd line
C. Speaking in a positive tone and style
D. Developing good relationships with second-line support
Which of these statements is correct?
A. Assertiveness demonstrates knowledge of your rights and the rights of others
B. Assertiveness demonstrates only respect for others rights
C. Assertiveness demonstrates a disregard of your rights and the rights of others
D. Passiveness is the recommended form ofbehaviour in a support environment
If you demonstrate confidence in your work as an SDA, what will be the benefit?
A. You will not need to refer to procedures
B. Other SDAs will always defer to you
C. You will be able to control your calls effectively
D. Your manager will agree with your decisions
Which of these options is NOT a recognised technique for managing stress?
A. Participation in charity or fund-raising activities
B. Undertaking physical exercise
C. Participation in a reward and recognition scheme
D. Using breathing techniques
A Service Desk operation requires an SDA to multi-task what does this mean in practice?
A. Prioritising Incidents without ever needing to check with your manager
B. Managing a number of Incidents at the same time
C. Prioritising Incidents according to multi-level SLAs
D. Delivering a large number of logged Incidents
Your manager commented on your erratic time management during your last appraisal and asked you to improve your skills in this areA. Of these options, which is the most effective technique you can use to achieve this?
A. Ask your colleagues how they manage their time
B. Ask your manager to create a schedule of tasks and time to be taken
C. Document tasks relating to personal and business tasks
D. Prioritise your daily tasks in order of preference
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