SDI SD0-101 SDI Exam Practice Test Instant Access

Question 1

Your organisation is actively promoting the use of self-service technology. What is a

disadvantage of this support option?

AUsers and SDAs feel that the service now offered has become impersonal

BSDAs and users feel that the service now offered is haphazard

CThe delivery of service now offered uses state-of-the-art technology

DThe service now offered is too simplistic

Answer : A

Question 2

Which of these options is a standard Quality Assurance practice found in a Service Desk?

AProblem monitoring and review

BSLA metric reporting

CChange advisory boards

DCall and Incident monitoring

Answer : D

Question 3

Which process is responsible for ensuring a product, service or process is fit for purpose

and that it continues to provide its intended value?

AChange Management

BSecurity Management

CQuality Assurance

DService Level Management

Answer : C

Question 4

Which option best describes a key component of an effective IT Service Continuity Management

plan?

AHow to manage multiple points of concern

BInformation Technologys decisions concerning which users are most important

CSingle point of failure identification and elimination

DIdentification of possible venues for the Service Desk

Answer : C

Question 5

Which of these options best describes IT Service Continuity Management?

ATaking risks to ensure that service is delivered at all cost

BManaging risks to avoid disasters

CPlanning to provide minimum services after a disaster

DManaging disasters with minimum costs

Answer : C

Question 6

Which of the options best describes why confidentiality is important?

AIt protects the Service Desk Analyst from any embarrassment

BIt protects the user and company from cold calling

CIt protects the user and company from information abuse

DIt protects identity information

Answer : C

Question 7

Legal compliance has been stressed by your security manager as a requirement for the entire

organisation. Which of these options is the best example of how legal compliance assists an

organization to work securely?

AIt creates a feeling of security for new starters

BIt helps to keep the assets of the organisation safe

CIt protects the moral integrity of the team

DIt alleviates the need for CCTV in the office environment

Answer : B

SDI SD0-101 Service Desk Analyst Qualification SDI Exam Practice Test