SDI SD0-101 Online Practice Questions and Exam Preparation

SDI SD0-101 Online Questions & Answers

• Question 151:

  Which of the options best describes a key responsibility of a Service Desk Manager?

  A. To deliver ad-hoc levels of service quality from the Service Desk
  B. To promote the Service Desk to theorganisation and users
  C. To manage Incidents and Major Incidents
  D. To develop and manage the Problem Management team
  B. To promote the Service Desk to theorganisation and users

• Question 152:

  Which of the options best describes why confidentiality is important?

  A. It protects the Service Desk Analyst from any embarrassment
  B. It protects the user and company from cold calling
  C. It protects the user and company from information abuse
  D. It protects identity information
  C. It protects the user and company from information abuse

• Question 153:

  You are logging a Service Request for a user speaking a foreign language and you are struggling to understand his/her requirements; which option is NOT an option for language assistance?

  A. Language courses
  B. Translation applications
  C. An interpreter
  D. Other Service Desk staff
  A. Language courses

• Question 154:

  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
  C. At appropriate intervals as agreed with the user

• Question 155:

  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
  A. Route the call to someone who can help them

• Question 156:

  What is the impact of a high abandon rate in a Service Desk?

  A. Low levels of training of Service Desk staff
  B. Low Incident resolution rates
  C. Low levels of customer satisfaction
  D. Low levels of technical capability on the Service Desk
  C. Low levels of customer satisfaction

• Question 157:

  Which option is the best example of a closed question?

  A. What are the symptoms of your Incident?
  B. Tell me what you were doing immediately prior to the Incident?
  C. What version of the software do you have?
  D. How can I be of help?
  C. What version of the software do you have?

• Question 158:

  Your organisation is actively promoting the use of self-service technology. What is a disadvantage of this support option?

  A. Users and SDAs feel that the service now offered has become impersonal
  B. SDAs and users feel that the service now offered is haphazard
  C. The delivery of service now offered uses state-of-the-art technology
  D. The service now offered is too simplistic
  A. Users and SDAs feel that the service now offered has become impersonal

• Question 159:

  A central connecting device that joins communication lines together, often in a star configuration, is a description of what component of a network?

  A. The router (or gateway)
  B. The central processor unit (or CPU)
  C. The hub (or switch)
  D. The cables (or wiring)
  C. The hub (or switch)

• Question 160:

  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
  C. To get users back to work quickly