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

What is a VPN?

AA public virtual network for safe multi-user access

BA private virtual network for safe remote user access

CA public network for safe network access for users

DA private network for individual virtual users

Answer : B

Question 3

Which of these options best describes a router?

AA device that connects sub-networks together

BA device that connects one or more hubs

CA device that connects one or more networks

DA device that connects one or more network switches

Answer : A

Question 4

A central connecting device that joins communication lines together, often in a star

configuration, is a description of what component of a network?

AThe router (or gateway)

BThe central processor unit (or CPU)

CThe hub (or switch)

DThe cables (or wiring)

Answer : C

Question 5

Why might a Service Desk use Instant Messaging?

ATo facilitate an immediate response from users

BTo deliver a high first contact resolution rate to users

CTo help users with simple issues that dont need to be logged

DTo remove the need to speak directly to users

Answer : A

Question 6

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?

AThey talk to users about any inconveniences experienced when using their computers

BThey talk to Facilities Management about forthcoming office moves

CThey undertake satisfaction surveys

DThey analyse Incident records to identify historical and current trends

Answer : D

Question 7

Which of these options forms part of the Problem Management process?

AA CAB meeting

BTrend analysis

CA Major Incident review

DFunctional Escalation

Answer : B

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