SDI SD0-101 Online Practice Questions and Exam Preparation

SDI SD0-101 Online Questions & Answers

• Question 11:

  Which of these options best describes Problem Management?

  A. A process to avoid Incidents being logged
  B. A process to reduce the impact of preventable Incidents
  C. A process to increase the capability of Incident Management
  D. A process to prevent Incidents from occurring
  D. A process to prevent Incidents from occurring

• Question 12:

  What are the benefits of conveying empathy to users?

  A. It makes the user think that you know how they feel and creates a rapport
  B. It makes the user think that you understand how they feel and that you have thetechnical skill to resolve their issue
  C. It makes the user feel sorry for you and creates a rapport
  D. It creates a rapport and helps the users understand how busy you are
  A. It makes the user think that you know how they feel and creates a rapport

• Question 13:

  Which of these options is a wireless device commonly supported by the Service Desk?

  A. PDAs
  B. IPODs
  C. CPUs
  D. ACDs
  A. PDAs

• Question 14:

  Some things can get in the way of good communication which of these options has the biggest impact on a Service Desk?

  A. Noise and general chatter
  B. Inappropriate SLAs in place
  C. An unreliable IT infrastructure
  D. Theusers status in the organisation
  A. Noise and general chatter

• Question 15:

  Which option defines a skill required for effective problem solving?

  A. Understanding the customer as a human being
  B. Knowing when to take responsibility
  C. Acting on intuition or impulse
  D. Identifying known errors for the Service Knowledge Management System
  B. Knowing when to take responsibility

• Question 16:

  What should an SDA reasonably expect of users when they contact the service desk for assistance?

  A. To provide valuable information regarding their opinion of the Service Desk
  B. To provide valuable information regarding their view of the SLA
  C. To provide an opportunity to receive feedback regarding their technical ability
  D. To provide the relevant information needed to resolve their incident
  D. To provide the relevant information needed to resolve their incident

• Question 17:

  The Problem manager in your organisation has told you that one of his teams key tasks is Proactive Problem Management. What did he mean by this?

  A. They talk to users about any inconveniences experienced when using their computers
  B. They talk to Facilities Management about forthcoming office moves
  C. They undertake satisfaction surveys
  D. Theyanalyse Incident records to identify historical and current trends
  D. Theyanalyse Incident records to identify historical and current trends

• Question 18:

  A new trainee is being inducted into the Service Desk and s/he questions why there are procedures and the need for documentation. What should you tell him/her to justify the need for consistent procedures and processes?

  A. Clear procedures mean that everything is done uniformly to eliminate errors
  B. Clear procedures mean that customers receive consistent service
  C. SLAs and procedures ensure that staff will not becriticised if targets are not met
  D. Consistent procedures mean that SLAs and OLAs will always be met
  B. Clear procedures mean that customers receive consistent service

• Question 19:

  What is a key advantage for both you and a user when you resolve his/her Incident using remote support?

  A. The userdoesnt need to get involved in the resolution
  B. Theusers lack of technical skill is less obvious
  C. The SDA can showcase his/her technical abilities
  D. The SDA can provide real-time training to the user
  D. The SDA can provide real-time training to the user

• Question 20:

  Which of these options best describes the requirements for successful negotiation?

  A. Set objective criteria to measureresults, determine the underlying need and be prepared to compromise
  B. Acknowledge the benefit of the otherpersons ideas before enforcing your own
  C. Recognise different personality types, emotions and motivations of participants and capitalise on their weaknesses
  D. Get as many of the involved parties to agree to your ideas prior to any meeting
  A. Set objective criteria to measureresults, determine the underlying need and be prepared to compromise