SDI SD0-101 Online Practice Questions and Exam Preparation

SDI SD0-101 Online Questions & Answers

• Question 1:

  What should always be avoided in professional written communication?

  A. Charts and graphs
  B. Being open and honest with the customer
  C. Technical terms and detail
  D. Slang and colloquial language
  D. Slang and colloquial language

• Question 2:

  What can you do to build rapport and match a users communication approach?

  A. Try using formal levels of communication
  B. Avoid emotional and overly-expressive vocabulary
  C. Use similar technical terms to the user
  D. Avoid using technical language completely
  C. Use similar technical terms to the user

• Question 3:

  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
  B. Managing a number of Incidents at the same time

• Question 4:

  How would you best describe a server to a user?

  A. A device that is sited in a remote location
  B. A devise that provides users with the services they require
  C. A device that is used to manage multiple transactions across the network
  D. A device that is used to route IT systems across a number of networks
  B. A devise that provides users with the services they require

• Question 5:

  One of your colleagues has recently become unable to focus on any issue for more than a few moments. What is this often an indicator of?

  A. Positive stress
  B. That s/he is going for a promotion
  C. Influence stress
  D. Negative stress
  D. Negative stress

• Question 6:

  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
  A. It helps to provide a fast turnaround for Incidents

• Question 7:

  Which of these options is NOT a principle of active listening?

  A. Sympathising with the user
  B. Minimising distractions
  C. Repeating for verification
  D. Listening for ideas and images
  A. Sympathising with the user

• Question 8:

  Which of these options is the most important thing to remember to ensure that your verbal skills are good?

  A. Learn a new word every day and use it in all conversations
  B. Use well structured sentences to give better explanations
  C. Speak with brevity to give clear explanations
  D. Speak in a manner that matches the style of the user
  D. Speak in a manner that matches the style of the user

• Question 9:

  Which of these options is a typical example of a wireless device?

  A. A desktop printer
  B. A Blackberry or PDA
  C. An email server
  D. A telephone headset
  B. A Blackberry or PDA

• Question 10:

  Which of these options is a commonly used peripheral device?

  A. Scandisk
  B. Mobile/cell phone
  C. Email server
  D. Scanner
  D. Scanner