SDI SD0-101 SDI Exam Practice Test Instant Access

Question 1

Which of these options best describes examples of self-service technology?

AFAQs, external knowledge packs, and IVR-based systems

BTraining courses, procedures and an on-line Service Knowledge Management System

CWeb-based self-help systems, Incident data and FAQs

DForms, procedures, help systems and on-line tutorials

Answer : D

Question 2

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

support?

AThe user doesnt need to get involved in the resolution

BThe users lack of technical skill is less obvious

CThe SDA can showcase his/her technical abilities

DThe SDA can provide real-time training to the user

Answer : D

Question 3

Which is NOT a standard method of support from a Service Desk?

ADesk-side support

BRemote Control

CInstant Messaging

DSuper-users

Answer : D

Question 4

What is a typical Service Desk situation that would result in frustrated users and low levels of

customer satisfaction?

AUsers experience faster than expected responses to their support calls

BUsers experience longer waits than expected before their support calls are answered

CUsers experience the routing of calls direct to specialists

DA recent implementation of new HR policies concerning complaints

Answer : B

Question 5

Which option is a common form of call monitoring in a Service Desk?

ARemote service continuity observation

BRemote call management observation

CRemote delivery observation

DRemote service observation

Answer : D

Question 6

Which option is a responsibility of an SDA in the Security Management Process?

AGiving out new passwords

BDocumenting the root cause of a password problem

CDeciding on the access levels given to users

DEnforcing the IT security policy

Answer : D

Question 7

Which of the options best describes the importance of security policies?

AThey protect the company and user from authorised access

BThey protect data integrity and corporate assets

CThey confirm the identity of users and control password resets

DThey limit users access to the Service Desk

Answer : B

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